Facilitated IT onboarding sessions for incoming coworkers and job trainees.Collaborated in maintaining, improving, and in some cases creating, process documents for IT Support.Assisted in reducing IT process deviations.Assisted in updating IT asset inventory.Troubleshooted issues related to phishing and spam.Generated monthly articles on IT Security.

Handled client inquiries and issues regarding the OpeniT product.Changed role to IT Security. Responded to security-related inquiries with the company infrastructure. Handled phishing-related issues with company email. Conducted onboarding sessions with incoming employees.

Part of Global Service Management / Service Excellence Team as Problem Manager. Audits incidents for quality purposes. Monitors ticketing system for high-priority incidents, then creates problem cases for further investigation. Facilitates daily conference to follow up on incidents and problems. Facilitates ITIL v3 Lite sessions with new co-workers, focusing on Configuration, Change, Incident, and Problem Management. Facilitates training sessions for ITILv3 Foundation certification. Follows up on Problem cases to their eventual closure.

Operations Bridge as Problem Analyst. Monitors incoming cases and distributes them to available support groups. Ensures that new tickets have adequate content and are sent to the proper support group. Follows up aging tickets to completion. Publishes daily e-mail, warning of tickets nearing deadline and tickets past deadline. Ensures Service Level Agreement compliance.

IT Helpdesk for a large North American corporation. Accepted incoming calls from its employees worldwide; Reset employees user logins and passwords thru various servers, such Windows 2000 Active Directory, Teradata, SAP, CIMPRO, and IBM terminal servers; Created and inspected trouble tickets to ensure proper transfer to correct departments.

DSL Technical Support. Accepted inbound calls from residential customers in the Unites States. Supported basic troubleshooting and repair of DSL and local networks. Ensured satisfaction of residential customers. Promoted to DSL Technical Support Level 2, supported advanced troubleshooting of DSL and local area networks.