IT support along with desktop and IT administrator support for elementary school

• Fielded incoming Service Desk calls to provide technical support, such as answering questions, troubleshooting issues, and instructing users on how to use their equipment and applications. • Worked with Level 1 Technicians to make sure challenging issues were resolved in an efficient amount of time. Would also be the escalation point-of-contact for issues that would need more research and/or resources and would work with management to make sure that the users would be updated on the issue’s progress.• Created accounts for users in Active Directory, Exchange, and other applications that CBIZ users would need to use daily.• Created knowledge base articles for both technicians and users to refer to when trying to resolve an issue.• Coordinated weekly CAB (Change Advisory Board) meetings with all field IT. Discuss current and future IT projects that could have an effect on the company with the result me having the rights to approve or deny their starts.• Lead in a project to find a new ticketing system for the company, which included attending meetings with vendors to create comparisons. This all resulted in choosing the ticket system Service Now which is currently implemented.• Created training and documentation for users to perform various tasks in Service Now.• Aided Application team in creating scripts for users that would notify them of their password expiring. Created the document on what the notification would say and had both that and the scripts run in a test environment before use in production.• Created documentation for users to implement receiving a one-time passcode to help VPN login.Part of a project started but the Windows group to test a new mobile application for Outlook called Intunes. Installed the application on personal device to test and document any issues the application had and was able to have the application implemented for use in business operations

• Provide telephone support for requests for assistance from Global STERIS internal customers by researching, documenting, escalating, and resolve technical problems.• Responsible for processing web-based, live chat, voicemail and in person requests for customer assistance • The ability to accurately diagnose problems through discussions with users, using appropriate problem recognition, research, isolation and resolution steps which includes the use of remote assistance for office and home-based customers.• Detailed record in the Service Desk ticketing system of customer conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket • Perform wireless device plan modifications (activate/disable/port numbers/voice & data) and break/fix of devices. • Assist customers on how to setup and use new technologies• Actively resolves escalated incidents received by Technicians and Specialists • Engage the appropriate IT resources when notified of system outages or high-level support situations requiring immediately attention, including after hours • Act as an active participant of the Service Desk team, working to maximize the effectiveness of the entire team• First tier support for any laptop and desktop issues. For Field Service Reps we perform laptop images via our SCCM system and perform backups for machines that need to be shipped into us• Responsible for processing Service Desk tickets requesting new access/equipment for customers in Accordance with Service Desk policies and procedures relating to SOX (Sarbanes-Oxley).• Provide guidance and assist Service Desk Technicians and Specialists for troubleshooting more advanced customer issues• Assist with various technical projects as assigned by Service Desk Management both verbally or in writing.

• Provided second-line support for hardware or software issues.• Supported Tier One associates with any issues they could not resolve.• Aided via phone, email, and chat using Peregrine ticking system.• Updated the internal knowledge base with issue resolution details.• Monitored backup system alerts and escalated errors.• Managed critical incidents.• Provided password resets and re-certified tokens to end users.• Updated daily status reports and shift handover reports.• Escalated issues unable to be resolved to Tier 3 technicians and other departments while acting as a liaison,

• Provided Tier 1 support for any hardware and software related issues.• Performed hardware support by configuring and reimaging machines.• Maintained daily performances of computer systems.• Resolved network switch and connectivity issues at Freight locations.• Developed and provided custom reports.• Maintained system maintenance and provided system support.• Created, modified and troubleshooted user account access.

• Provided computer and software support while interning with telemarketing company.• Provided VPN support for home users. • Troubleshooted software and connection issues.• Created VPN accounts for new hires.• Helped setup company-based software and then shipped it to end users