Selvin Palma

· Configures desktop and laptop computers with applications for Bank staff use in office or for travel on missions

· Provides clients with computer and network support in response to specific requests related to various Bank standard software and hardware, printing problems, computer viruses, network connection and usage and other IT-related matters

· Provides timely desk side support, when issues cannot be solved via the phone or by EM.

· Responds to client incident/problem tickets in Remedy ticket tracking system assigned by the Workgroup Coordinator and clearly documents timely updates in the work log regarding status and resolution of that incident

· Provides timely follow-up on staff questions and/or outstanding issues

· Assists team and units in managing and organizing hardware and software

· Assists team in conducting periodic physical inventory of computer equipment

· Creates technical and support documentation for IT team and user community, as needed

· Ensures that Bank information and systems are protected in a manner consistent with Bank information security policy, procedures and standards

· Communicates timely information to clients about changes in Bank and unit technology policies and standards

· Provides leadership, or assistance to other team members, in the planning and deployment of new software and hardware

· Provides Presentation and VC support to clients, as necessary

· Willingness to test new products and processes for ITS Engineering Team

· Attends team meetings and training, as required by the Team Lead

· Troubleshoot desktops, laptops and other devices by identifying, clarifying and researching client issues

· Conducted Office 365 account setups, password resets, disable and enable accounts

· Executed Active Directory user/group/organization and unit management

· Escalated in a timely manner and retain ownership and follow up as required

· Supported and resolve miscellaneous printer and peripheral issues

· Supported audio/visual systems, phone systems and conference room equipment

· Learned and understood new technology as needed

· System administration for local and cloud-based systems

· Managed Windows File Share Permissions

· Created accounts and permissions in cloud file management tools such as Drobox, Box, etc.

· Desktop and equipment administration

· Performed Office 365 directory sync and online setup

· Identifying and supporting OneDrive issues

· Basic understanding and working knowledge of Mac OSX

· Supported Office applications on different platforms

· Supported and resolved Wi-Fi issues

· Provided initial remediation of virus infections

· Solved basic connectivity issues

· Support occasional dispatches at non-assigned client

· Assisted new and existing customers with purchase and activations.

· Provided an optimal customer experience in a fast pace environment.

· Kept an up-to-date inventory and order new parts for repair equipment.

· Screen replacement for mobile devices, PC’s and tablets.

· Installed and configured software and hardware on customer’s PC’s up on request

· Cleaned installations and upgrades of existing to new OS saving user’s files

· Installed and upgraded of Microsoft office suite 2013/2016

· System scan and virus removal of laptops and desktops

. Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.

· Performed installation, maintenance, troubleshooting and repair of desktop computers, laptops, printers and related peripherals

· Installed/configured and troubleshooted of local and network printers

· Deployed and configured images onto staff/faculty and student’s computers using WDS and Symantec ghost servers

· Installed and configurated of Microsoft Exchange email on staff computers and mobile devices

· Provided support for Microsoft and other desktop software products to support company operations

· Provided support as needed to computer labs

· Setup staff, faculty and student PC’s according to the right (VLAN)

· Helped setup news racks and mount new servers onto racks

· Troubleshoot network connectivity issues using the appropriate tools or commands

· Respond to and document staff/faculty requests made via ticket system (Track-It!), phone calls, walk-up, or other means

· Ensure staff/faculty satisfaction by responding to and maintaining work order requests in Track-It!

· Logged, updated and closed work orders for every contact with staff/faculty

· Set staff/faculty expectation regarding the type and timeliness of services to be provided

· Maintained updated student account database on server

· Managed, Organized and maintained an accurate filing system for technology equipment and inventory control

· Operated and maintained additional technology equipment, including multi-media devices, sound board, lightning, wireless devices, etc.

· Adhere to and communicate standards for use, operations and security of network, computers and data

· Managed and maintained an inventory list through and inventory software

· Uninstalled old equipment

· Installed new equipment, mouse, keyboard, CPU towers, run network wires to switches

· Traced network wires from user’s end to the closet using a trace tool (toner prove)

· Refreshed all PC’s in the branch

· Upgraded applications in the system

· Wiped all PC’s

· Shipped old IT equipment back to IBM