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Work experience

Apr 2012Present

Level 2 Application Support

HP/Citi
O'Fallon, MO Level 2 Application Support Applications diagnostics, troubleshooting, installation, remote support and connectivity Here is a list of some of the software that I help support.
Apr 2012Present

Senior Lead Systems Administrator Analyst

HP/Citi
O'Fallon, MO, Senior Lead Systems Administrator Analyst Responsibilities as team lead included managing 16 technicians, coordinating with department managers at Citi and HP. Overseeing and triaging the ticketing queue and performing audits to verify the tickets are not breaching SLA. Oversaw the ResolveIT queue for hardware relocations, coordinate and assigned tickets to desktop, network, and telephony groups. Schedule training with Network and Telephony groups to train side by side with the Desktop support team. This was to cross train all staff members. Escalate issue that required immediate attention. In addition to being lead I was also expected to work tickets out of the queue. My tech support role included, supporting users with Software, Hardware, Telephony and networking. Work closely with tech's to help resolve issues and train the tech's as needed. Update knowledge base and send out emails documenting any changes that were being updated in the knowledge base. Write documentation for best practices. PROFESSIONAL EXPERIENCE
Apr 2009Apr 2012

Systems Administrator Analyst

Dell/Citi
O'Fallon, MO Systems Administrator Analyst Managed the Peregrine service center helpdesk ticket queue, and acted as triage. Assist in training new hires and citi employees Rated first in customer satisfaction surveys. Oversaw the ResolveIT queue for hardware relocations, coordinated and assigned tickets to desktop, network, and telephony groups. Resolved complex and varied problems for end-users that included network connectivity and synchronization, Enterprise and custom applications. Avaya IP agent, CMS supervisor, Night watchman, Laser Pro Mortgage, Central research utility, Cadocvew, Filenet, Attachmate, Faxcom, Sharepoint and Oracle. Install vendor-specific software and drivers, Dell, HP and IBM, hardware troubleshooting and repair, and performed operating system reimaging using a link provided by the software deployment team. Operated independently, demonstrated a strong sense of responsibility and accountability to ensure each reported problem is tracked and resolved in a compliant and timely manner, and escalated as appropriate. Assisted in a 5, 000 roll-out where all the machines were put in a DSI(Desktop Standardization Initiative) migration. Managed software deployments and installations through HP Radia/OVCM. Environment: LAN/WAN
Feb 2002Dec 2008

Field Technician, Project Manager

Infinite Systems Services, Inc
Springfield, MO and Fenton, MO Field Technician, Project Manager, and Senior Technical Support Consultant Evaluated and troubleshot AS/400 and LAN/WAN network infrastructure. Interfaced with department heads to resolve networking, software, and equipment failures. Repaired and maintained network printers, computers, green screens, controllers, scanners, and servers. Repaired and maintained PC hardware, printer hardware, keyboards, and other peripherals. Provided onsite service for over ten retail businesses that included Bass Pro Shops, Big Cedar Lodge, Grizzly Industrial, Paul Mueller's, and Teter Floral Products. Maintained three different helpdesk systems that included Altiris for Bass Pro, BARS for Boeing, and Miracle Services Accent for ISSI. Diagnosed equipment issues onsite or over the telephone. Researched parts and part numbers, and coached onsite technicians on how to dismantle equipment and restore it to working condition. Trained clients on the use and configuration of printers, scanners, and computers. Environment: AS/400, LAN/WAN

Education

2002

AOS

Vatterott College
20002000

Massanutten Technical Institute

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