Maria Jomides
Wrentham,MA.
Summary
Dedicated helpdesk professional currently providing technical support in a 150-user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network, and peripheral problems. Adept at managing permissions, filters and file sharing. Accustomed to a variety of ticketing systems, proprietary software applications.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
DeltaDental RI
02.2022 - Current
- Provide technical support for 150 users on-site and remote with issues related to physical and virtual infrastructure
- Onboarding and Offboarding new and termed users build out of laptops for ongoing projects, FTP account creations, deskside support for peripherals, and software
- Active directory account creations, security group creation, account transfers
- 0365 administration.
Technical Analyst II
Cooperative Systems, Formerly, Industrialdefender
Windsor, Connecticut, CT
06.2016 - 08.2021
- Provide technical assistance for around 50 companies with issues related to physical and virtual infrastructures, directory services, collaboration services; data storage/data recovery; and general application support
- Manage Acronis backups for over 120 servers
- Provide detail-oriented troubleshooting steps for training and documentation purposes
- Analyze, evaluate, and test solutions for end-user platforms
- Work with vendors to resolve client / server-side issues for our customers
- Actively participate in on-call rotation to provide after-hours support
- Effectively prioritize tickets based on SLA windows and end-user impact.
Service Desk Analyst
Computershare LLC
Canton, MA
10.2007 - 06.2016
- Active Directory account maintenance; including - creation; deactivation; organizational moves; password reset; account unlock; security group creation; distribution list creation
- Microsoft Outlook Email; distribution list and shared mailbox creation
- Provide support for VDI users
- Account creation and support for Symantec VIP Security Tokens
- Office Communicator/Lync account setup and support
- Websense – unblock external websites as approved by Security Department
- Citrix MetaFrame-configure and support Citrix access
- Support VPN users, including network troubleshooting
- HP Service Manager Administration - template updates; contact record updates; operator record updates; day to day application support
- Troubleshoot network printer issues
- FTP account creations; deactivations and support
- Create; maintain, and support multiple SharePoint sites for the IT/Service Management departments
- Update and modify SharePoint application support site for Service Desk
- VMS(Scrip) account creation; password reset; account modification
- Support of external clients; including account/password resets and access for several applications
Incident Manager
ITIL
04.2008 - 08.2014
- V3 Foundations certified
- Tracked root cause/resolution of incidents
- Worked with other teams on Incident resolution of escalated incidents
- Produced monthly incident metrics for internal and external reporting
- Problem Reporting and Incident Reporting
- Coordinated monthly major incident response call
- Assisted in creation of Global Incident and Problem Management process
- Managed and provided support for IT Service Management ticket queue
- Issued and provided reporting on monthly Emergency Notifications for business continuity (MIR3)
- Assisted with coordinating Disaster Recovery events and Monthly Production events
- Coordinated all user training for the roll-out of HP Service Manager ticketing software
- Provided backup support for Change Management
- Assisted with coordinating Disaster Recovery events and Monthly Production events
Service Desk Analyst
10.2007 - 04.2008
- Answered IT and Business inquiries Processed IT and Business tickets Documented critical business service processes and troubleshooting steps
- This information provided the foundation for building a solid knowledge management library
Desktop Support Analyst
Samsonite Companies
Mansfield, MA
04.2005 - 04.2007
- Provided first and second-tier PC support for Home Office, and remote users in Canada, London, and Latin America
- Troubleshoot and resolve network, printer, and application issues promptly
- Responsible for all aspects of Lotus Notes administration
- Managed remote client dial-in access, VPN, Citrix administration, and Wi-Fi technologies
- Maintained objects in Organizational Units in Active Directory
- Installed, tested, and handled all Anti-virus related policies
- Monitored incoming and outgoing mail servers for any issues
- Blackberry account management - activation, configuration, and troubleshooting of accounts and devices
Skills
Technical SkillsWin7, Win 10, MS Office 2003/2007/2010 MS Exchange 2003/2010 Active Directory SharePoint Connectwise Automation; Citrix MetaFrame/XenApp; Receiver Client; and Desktop Director VPN Sonic Wall; Kaseya Network Monitoring; Duo; Duo Admin; Kaseya VSA; Microsoft Teams; Office 2016; Office 2019; Office 365; Sharepoint; Proofpoint; Zix; Websense; Mimecast, SafeNet MobilePass, Symantec VIP Token Administration VDI/Thin Client Support, VMWare Horizons, VSphere, Connectwise Ticketing System; HP Service Manager Ticketing software – User Client and Administration, Mitel Administration; Google Workspace, Microsoft Teams, Zoom, Windows Server 2016; Windows Server 2008; 2010 Windows 2000; FTP account creations
Inventory maintenance
Technical troubleshooting
Root Cause Analysis
Mobile Devices
Certification
ITIL Foundation Certificate
Timeline
Service Desk Engineer
DeltaDental RI
02.2022 - Current
Technical Analyst II
Cooperative Systems, Formerly, Industrialdefender
06.2016 - 08.2021
ITIL Foundation Certificate
02-2012
Incident Manager
ITIL
04.2008 - 08.2014
Service Desk Analyst
Computershare LLC
10.2007 - 06.2016
Service Desk Analyst
10.2007 - 04.2008
Desktop Support Analyst
Samsonite Companies
04.2005 - 04.2007