Modivcare

Provide daily user-focused technical support by ascertaining, documenting, and communicating corrective actions required to resolve hardware, software, enterprise system, telecommunication, and network incidents. Collaborate with cross-functional teams to assess track and update Help Desk requests, comprehend the business impact of service issues, implement incident resolutions, and inform stakeholders of issue statuses.

Service Desk Technician III

SAIC

Provide daily user-focused technical support by ascertaining, documenting, and communicating corrective actions required to resolve hardware, software, enterprise system, telecommunication, and network incidents. Collaborate with cross-functional teams to assess track and update Help Desk requests, comprehend the business impact of service issues, implement incident resolutions, and inform stakeholders of issue statuses. Assist users with Hotspot setup for iPhone and Android devices. Install desktop auxiliary system drivers, such as printer drivers. Establish user account privileges. Conduct informal training to assist staff/clients with office equipment and required software application usage.

Tier 1 Analyst

Respond to telephone and email requests for technical support. Provide support to end-users on a variety of issues. Identified, research, and resolve technical problems. Relies on instructions and established guidelines to perform the functions of the job.  Records, tracks, and documents help desk request problem-solving processes in Service Now, including all successful and escalated decisions made and actions taken, to final resolution. Provide technical support and training to users reporting issues related to desktop hardware, software, enterprise applications, and telecommunications network. Coordinate with other support teams to drive incident resolution, assess business impact, and communicate issue status. 

Using NetIQ reset domain passwords, unlock domain accounts, and move computers to different OU groups.
Move computers to different OU groups for users without smart card access.
Troubleshoot VPN access and connection problems with Cisco AnyConnect.
Troubleshoot Microsoft Windows 10.
Help with G-Suite including Gmail, Google Chat, Google Meets, and Google Drive.
Troubleshoot problems with smart card access.
Use IBM Big Fix and Bomgar for remote access.
Support Microsoft Office 365.
Add network printers to computers and troubleshoot network printers.
Help users sign into Citrix VDIs.
Walk the user through setting up HotSpot on iPhone, and Android mobile devices.
Install desktop printer drivers for users.
Help with and troubleshoot problems for Adobe Reader DC and Adobe Acrobat Pro.
Provide support and technical help for Foxit PhantomPDF.
Troubleshoot and support Cisco Jabber VOIP softphone.
Provide support for remote workers via phone, chat, and email.

Technical Support 1

Respond to telephone and email requests for technical support. Provide support to end-users on a variety of issues. Identified, research, and resolve technical problems. Relies on instructions and established guidelines to perform the functions of the job.  Records, tracks, and documents help desk request problem-solving processes in Service Now, including all successful and escalated decisions made and actions taken, to final resolution. Provide technical support and training to users reporting issues related to desktop hardware, software, enterprise applications, and telecommunications network. Coordinate with other support teams to drive incident resolution, assess business impact, and communicate issue status. 

Using NetIQ reset domain passwords and unlock domain accounts.
Troubleshoot VPN access and connection problems with Cisco AnyConnect.
Troubleshoot Microsoft Windows 10.
Help with Gmail, Google docs. File Stream, and Google drive.
Troubleshoot problems with smart card access.
Use IBM Big Fix and Bomgar for remote access.
Support Microsoft Office.
Add network printers to computers and troubleshoot network printers.
Help users sign into Citrix Receiver and Storefront VDIs.
Walk the user through setting up HotSpot on iPhone and Android mobile devices.
Install desktop printer drivers for users.
Help with and troubleshoot problems for Adobe Reader DC and Adobe Pro.
Provide support and technical help for Foxit PhantomPDF.

Service Desk Analyst

AT&T

Provided support to end users on a variety of issues. Identified, research and resolve technical problems. Respond to telephone and email requests for technical support. Knowledge of commonly-used concepts, practices, and procedures within the field. Relied on instructions and pre-established guidelines to perform the functions of the job.  Recorded, tracked, and documented help desk request problem-solving process in Service Desk, including all successful and escalated decisions made and actions taken, to final resolution. 
Provide technical support and training to users reporting issues related to desktop hardware, software, enterprise applications, and telecommunications network.
Coordinate with other support teams to drive incident resolution, assess business impact, and communicate issue status.
Define and document standard operating procedures.
Helped employees access Software Center and install software. 
Troubleshoot Office 2013 and 2016.  
Troubleshoot  Windows 7 and 10.
Coordinate paging of technical teams for outages and major problems.  
Using AD reset passwords and unlock accounts.
Troubleshoot VPN access and connection problems with Cisco AnyConnect.
Troubleshoot RSA SecureID Token software.

Support Center Analyst

Comcast (contractor)

Responsible for retrieving customer services records, coordinating, translating and submitting Local Service requests and DirectoryAssistance/Listing Service requests. Effectively utilizes LocalExchange Carrier business rules, intervals, and escalation protocols. Follows established processes and procedures. Works with moderate guidance in own area of knowledge.
- Retrieve customer service records for single PRI, 2 PRI and 4 PRI utilizing Local Exchange Carrier business rules, intervals, and escalation protocols.
- Coordinate, translate and submit Directory Assistance/Listing Service request for single PRI, 2 PRI and 4 PRI by effectively utilizing LocalExchange Carrier business rules, intervals, and escalation protocols.
- WebTop navigation, tray assignment, and completion

Enterprise Provisioning Technician

Marketo

Provided support to end users on a variety of issues. Identified, research and resolve technical problems. Respond to chat, email and personnel requests for technical support. Knowledge of
commonly-used concepts, practices, and procedures within the field. Relied on instructions and pre-established guidelines to perform the functions of the job. 
Recorded, tracked, and documented help desk request problem-solving process in Jira, including all successful and escalated decisions made and actions taken, to final resolution.
Imaged and set up new Dell laptops, MacBook Pro and Air computers.  Used Kace imaging.        Troubleshoot problems with laptops. 
Supported MacOS users on the Windows network.  
Troubleshoot problems with Windows 10, Microsoft Office 2016, and Office 365, Outlook, PC hardware, and priority software.
Set up new employee accounts in AD, added them to distribution lists, security groups, and third-party software.
 Added articles to Help Desk Wiki (Confluence) and edit articles.
Deleted termed employees third-party software accounts.
Use PowerShell scripts to manager laptop inventory.
Used Kace scripting to add some third party software to laptops.
Helped employees access Maketo’s OneLogin page.
Set up new employees on Box and made sure all employees were syncing to Box.
Used Jamf to install and run scripts for MacBooks.
Moved, add and changed employee laptops and MacBooks.

IT Support Professional

Pharmaca Integrative Pharmacy

Provided the first line of troubleshooting support for business-critical applications including web applications. Assisted personnel with questions on access requests for department drives as well as helped personnel set and clean up folders in Microsoft Outlook. Identified basic trouble with Dell laptops and desktops.  Used Active Directory resetting, checking user accounts and adding new user accounts.
Recorded, tracked, and documented help desk request problem-solving process in Zen Desk, including all successful and escalated decisions made and actions taken, to final resolution.
Imaged and set up new Point of Sale computers for stores with peripherals.  Troubleshoot problems with Point of Sale computers and Catapult software.
Supported Mac users on the Windows network.  
Run daily report for store replication, report failures, and run replication of server in case of failure. 
Troubleshoot problems with Microsoft Office 2013, 2016, and Office 365, Outlook, PC hardware, and priority software.
Monitored networks using Solarwinds and Meraki dashboard.
Field incoming help requests from end users via telephone, email and walk-ups to the Help Desk.
Monitored open tickets in personal queue and team queue.
Imaged and installed software for new employees’ Dell laptops and desktops.
 The main point of contact for NEC, Avaya, Momentum, and ShoreTel telephone systems set up, moves, and changes.
 The main point of contact to report PRI, VOIP, and Analog line problems to Comcast, Century Link, and Granite.
 Added articles to Help Desk Wiki, SharePoint and edit articles.
 Order replacement equipment for Points of Sale, Peripherals and Telephone systems with vendors.
Helped set up Dropbox accounts for users and help desk.
Placed orders and worked with Third Party Technicians to repair and replace equipment in stores and home office.

IT Support Specialist

Certified IT Analyst with over 10 years of experience supporting a variety of industries: healthcare, software development, pharmaceutical, telecommunication, financial services, government, and computer sales industries. Expertise in analyzing and resolving software, hardware, and network problems. Proven record of collaborating with cross-functional teams, senior leadership, key stakeholders, and clients to promote business continuity.

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