- Las Vegas NV
Managing skills with Mac & PC technical support and software support that will utilize expertise in computer hardware, Cloud networking, remote assistance, VMware environments, telecommunication networks, software and security. Sincerely looking for a progressive, challenging environment that emphasizes ownership and utilizing skill sets effectively.
It Support Engineer
May 2013 - Mar 2016
Hitachi Data Systems
IT Support Engineer II Ensuring proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution involving the use of diagnostic and help request tracking tools, and provide world class customer service at the desktop, remote and phone support level. Assisting with providing Level I support when request volumes are high, act as escalation point for advanced or difficult help requests, build rapport with service desk customers, extensive CRM usage, using remote access tools to resolve issues, perform hands-on fixes at the desktop level; including installing and upgrading software, installing hardware, implementing file and machine backups, imaging machines for deployment and configuring systems and applications. Also tested and fixed to ensure issue was properly resolved. Developed help sheets and FAQ's for users, Vendors, Customers, and Partners,. Tasked to assist in developing an in-house CRM tool and in house departmental Wiki. As a Senior and tenured Analyst, I am often turned to by other Support Staff for upstream assistance. Spearheading initiative to migrate sandbox Customer Chat Support to mainstream global usage and implementation. Reinforced SLA's and SOP's to manage end user expectations. Working with Windows notebooks and Apple products such as MacBooks, iPads, iPhones as well as Android and Blackberry enterprise devices. In addition, I am a team member of the HDS Emergency Response Team; responsible for assisting in any medical or catastrophic emergency response issue. Certified in CPR/AED.
Business Project Analyst
Feb 2013 - May 2013
IT Coordinator II
Dec 2010 - Jan 2013
Fielding incoming phone calls, voice mail messages and email messages from internal URS employees and their partners and assisting with issues such as password resets, internet and Microsoft Outlook connectivity issues, and assisting with any and all calls pertaining to IT support. Training team members in new or existing processes, working with Support Team to grow the current knowledge base system, manage the workflow of calls, emails and voicemails within given SLA periods, and most importantly; providing world class customer service to a world class company and its customers via voice, email and CRM communication. Also responsible for data mining and administration of Remedy for eventual ticketing system migration to System Center Service Manager.
Network Operations Engineer
Jun 2010 - Dec 2010
Network Operations Engineer Responsible for maintaining SLA's via network uptime thresholds. Monitor, resolve, and escalate issues within critical infrastructure layers and maintenance agreements. The Network Operations group is responsible for continuous maintenance and monitoring of the entire enterprise infrastructure. In collaboration with other teams, implements and manages network hardware and software solutions for LANs and WANs in highly available, scalable, secure network environments. In addition, the group updates trouble tickets and performs escalations while analyzing and resolving uptime/availability issues in a timely and accurate manner.
Field Ops Analyst/help Desk Administrator
Feb 2009 - May 2010
Technical Lead III/Active Directory Administrator
Dec 2001 - Jul 2007
Staffing, training, implementing policy and procedure, keeping off shifts up to date on daily policy and strategy changes, liaison between seventeen departments and the Enterprise Service Center, sole email and voice mail respondent to escalations, systems access administrator, responsible for internal employee escalations and resolution. Tasked to implement a Change Management process to ensure quality and consistency across the enterprise with regard to Support policy and procedure change. Active Directory Administrator for and key client as well as for internal employees access requirements as well as list and group share and folder access. Responsible for the creation of Help Desk quality assurance processes, templates, and implementation of QA policies and meeting with Agents on a monthly basis to review score sheets and improve upon monthly, quarterly and annual QA team and individual goals. Was key in switching over from Peregrine to Remedy as a CRM tool in an admin role. Also responsible for leading and co-managing smaller teams that were set up to support external business clients' outsourced Service Desk needs.
Help Desk Supervisor
Apr 2000 - Oct 2001
Staffing, assisting Service Delivery Manager in creating company-wide ticketing system and its implementation, Executive Support, all support escalations, training, overseeing Desktop Support functions and escalations, liaison between Executive Directors and Support operations. Responsible for establishing and implementing Customer Service QA Initiative.
Help Desk Analyst/Desktop Support
Mar 1995 - Apr 2000
Help Desk Analyst/Desktop Support Assisting internal clients with all PC, Mac, peripheral and Remote Access issues via phone and email response. Responsible for one business sector's metrics and reporting that sector's monthly Help Desk goals to Sector management and other sector liaisons. Additionally, I served as the Remote Access Administrator. Responsible for all Apple desktop and server support on two campuses, pushing updates and patches over the network, inventory of all machines, laptop build and deployment. Tasked with creating images for Apple desktop deployment via Norton Ghost. One of three Desktop Support technicians responsible for two campuses, all builds and deployments and basic onsite server maintenance. Also, solely responsible for Executive Support.
Computer Network Technology
Jan 2011 - Jun 2012
Arapahoe Community College
Coursework that prepares for the Security+, Network+, MCITP and MCTS certifications