Tyler Alford

Prepared accurate reports summarizing all change control activities carried out during a given period within my department. Approve change requests for global AMEX network via ServiceNow platform. Collaborated with other departments, such as the Network team, Business Analysis, and Project Management, when needed. Assisted in developing detailed plans for implementing change requests within agreed timelines. Generated alerts for merchants of AMEX worldwide whether it be planned downtime or emergency measures in real time.

LogMeIn assistance with customers, Windows 10 support, AD, Service Now ticketing system for work order fulfillment, installs, configures Intuit software i.e Turbo Tax, Quickbooks. Cylance support, password resets, DUO account management. Used multiple resources and tools for evaluating and presenting solutions. Responded to support tickets within 2 days to improve customer service.

Windows 10 emphasis, installs, configures, tests, monitors stand-alone, networked systems & upgrades, worked in tandem with network and applications teams for EHR EPIC system support, AD account management, Imprivata account management, Citrix-Director/Studio/apps. Virtual Desktop infrastructure management, Analyzes and resolves performance problems, hardware support for Dell systems and HP printers. Vendor communications to resolve various issues. Microsoft Remote Assistance use.

Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.Responded to support tickets within 1 week to improve customer service. Configured new employee work stations, including all hardware, software and peripheral devices. Windows 10 environment. AD account creation and terminations, member group creations. Monitored network nodes via Solar Winds. Remote Assistance/VNC Viewer & Remote Desktop. Microsoft Exchange server experience/creating and managing email accounts Citrix experience, clearing sessions and rebooting/monitoring servers. Worked closely with Network team