Andre Nickens Email & Phone Number

Garland, Tx, Us

United States

• Responsible for providing IT service desk support via telephone, email, and in person.• Perform troubleshooting and resolve simple technical problems related to PC equipment, software, PC devices, Network devices and network connectivity.• Log service request, either for resolution within the service desk team or for escalation to other more specialized areas of the I.T Department. Identify, analyze and resolve incidents and request regarding use of applications and hardware.• Follow standard operating procedures and guidelines in relation to all work performed. Investigate faults, user problems and other requests for support and take appropriate action to remediate issues until they reach a satisfactory resolution.• Resolve procedural questions and problems or routes to appropriate I.T staff for resolution. Communicate and update users, on an on-going basis, with regards to their current incident status. • Support users by performing system tests and updates after completing troubleshooting and necessary repairs.• Monitors all user problems and system faults. Identifying trends and patterns and when needed, provide relevant I.T feedback for recurring problems.• Keep up to date with best practices and technological trends through professional development and maintaining level of awareness with regards to current I.T and technical changes in the industry.• Ensure documentation is maintained and published within department standards. Provide feedback based on documentation of reported questions and problems as needed.• Maintain and develop working relationships with internal and external stakeholders and constituents within Dallas College through prompt and efficient service.• Forward calls/INC’s to appropriate I.T Department while maintaining excellent listening, oral and written communication skills to effectively communicate with diverse, multicultural end-users, stakeholders, and constituents.

Dallas, Texas, United States

Create all new user profilesCreate images for new PC'sImage and set up all new PC'sMaintain inventory/ Order new equipmentBasic Server maintenanceAssist with maintaining ProofpointBasic maintenance and updating of QuickbookAssist with maintaining and troubleshooting in house software and programsCreating knowledge base/Revising documentationUpdating hardware and software packages Revising documentation, Installing computer and network systems, Removing malware and other security threats, Monitoring computer system backups Preventing data corruption

• Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting• Provide technical support of GTL products for customers, business partners, and internal employees• Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications• Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level• Communicate with the customers and give them a comfort level that their issue is being properly addressed• Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both onsite technicians, customers, partners and end-user customer personnel• Test/setup/troubleshoot of client software installations, test platforms, and equipment• Other duties as assigned such as inmate request handling, data entry, etc.

Plano, Tx

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queriesReceiving, logging and managing calls from internal & external staff via telephone, email or chat.Able to recognize situational trends and call team and management attention to them1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and PrintersTroubleshoot basic network and VPN issuesEscalate unresolved calls to next level Log all calls in the Service Desk Call Logging systemTake ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerTo maintain a high degree of customer service for all support queries and adhere to all service management principlesBasic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)Provide supporting stats for the weekly Service Desk report on call trendsGenerating support documentation to assist staff with requests for information & provide input for staff training as requiredBasic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.Blackberry and Smart Phone account management and provisionFlexibility to work in a 24x7 work environment

● Display excellent communication skills and energetic, personable attitudes while assisting customers face to face using interpersonal skills● Knowledge of current fashion trends● Continue training/education programs to ensure to keep up with current fashion trends, styles and presentation of merchandise (Dillards.edu)● Procure appropriate purchases through suggestive selling● Controlling inventory by strategically merchandising via product placement● Maintain log and follow up with repeat and routine customers through email or phone● Assist with maintaining store cleanliness

Dallas, Texas

• To listen, communicate and identify root causes of issues and respond accordingly• Empathize with customers and provide a calm, positive and reassuring experience• Provide recommendations on upgrades to the customer’s current Home Security system or updates in equipment or home automation• Help customers or technician with installation and troubleshooting of cameras, batteries, panels, sensors, peripherals and all other components• Interpret coded alarm signals received from customers monitoring services (intrusion, fire, panic, supervisory activity and two-voice.• Patience and ability to handle stressful situations• To make sound decisions and use proper discretion in handling customer issues within company guidelines• Work with alarm.com reps to further troubleshoot communication errors• Documenting accurate notes and instructions along with creating and completing actual reports• Communicate with carious departments to ensure customer satisfaction

Plano, Texas

● Create tickets and assign to appropriate team within BMC/ Foot Print ticketing system with detailed notes, dispatch tickets to correct groups for issue resolution.(Service Central\Management)● Answer phones in a timely fashion in order to understand, record and troubleshoot end user needs. ● Use VMware, Go to Assist, Remote control viewer and various remote tools to remote into end users PC/Mac in order to make changes, troubleshoot and correct information within end users device or accounts.● Diagnose and troubleshoot issues, provide technical guidance and use knowledge base articles to increase resolution time resolution time for end users issues via email, text, phone and tablet.● Update leads and managers on new trouble shooting steps discovered throughout troubleshooting to keep knowledge base articles up to date● Use excellent customer service to resolve multiple issues efficiently for VIP’s, managers contractors and various employee’s● Use Acme\SCCM\active directory to deploy, manage and install software to end users● Use lockout status tool to check network status and unlock accounts● Use active directory to check user status, unlock accounts and reset passwords and add to appropriate ad groups for programs, shared drives, and server access● Use RSA admin access to reset, install and deploy tokens pins and seed files● Test RDS portal multi server access and set up for determined domain or RDS● Use Mobile Iron platform to activate, set –up and provide end users with information and access to mobile devices● Map shared drives and folders to cross domain users and network printers

Farmers Branch, Texas

● Experience in Microsoft Office applications (Internet Explorer, Chrome, MS Outlook)● Updating Microsoft exchange server issues and passwords/syncing passwords● Single point of contact for end users to receive support and maintenance within the organization's desktop computing environment● Locating data files and opening .PST files● Adding users to active directory groups (resetting passwords and unlocking accounts)● Troubleshoot VPN login issues● Troubleshooting VOIP network for global communication app (communicator)● Installation, upgrade, support and troubleshoot Windows /XP/7/10, and MS Office, MAC and any other authorized desktop/laptop applications● Android/IOS Mobile devices prompting for passwords and password resets/Setting up mail client on mobile device● Mapping and troubleshooting network drives● Troubleshoot and install network, wireless, USB printers and scanners/ adding user to directory● Maintain I.T. records and tracking for licenses/equipment● Malware/Anti-virus (Symantec/malware/ MS Intune)● Mapping local and network drives● Troubleshooting browser issues (IE, Chrome, Mozilla Firefox)● Navigating Remedyforce/Service Now system ticketing system● Basic remote computer/software troubleshooting/Admin rights to install applications● Basic Data Recovery● Reimaging Experience/KACE● Deploying and installing in house profiles/applications ● Office 365 Migration● Desktop support remote/Desk side Support in house

Plano, Texas

● Self-motivated team player, who quickly established solid business rapports with potential clients● Participated mentorship program to help new employees get trained and acclimated with company policies, procedures and strategies, while helping keep team moral up● Maintain company standards in efficiency and numbers to stay in mentorship program● Provide excellent customer service to clients by verifying information provided in online applications; responding to inquiries and identifying customer’s goals and objectives● Use sales skills to evaluate what clients may need to prequalify for mortgage options via refinance, Purchase, Home equity loan, Cash out refinance or personal loan, before referring client SMB or LLO for next level of mortgage assistance● Keep up to date with current mortgage laws and regulations by completing online training and testing ● Participated in specialized dialer test campaigns to better assist company with dialer performance● Help motivate the team by establishing team goals, competitions, and encouraging emails to boost team moral a personal but competitive roll● Access different ways to improve the system dialer and team monthly numbers in weekly meetings

The Colony, Texas

● Present information to senior management (CEO/General Manager) of client organizations ● Specialize start-up activities● Conduct meetings with CEO/General Manager for business plan development● Assist with and hold interviews /meeting with CEO and discussing best candidate/assessing skills and usefulness to best serve company needs, janitorial or otherwise.● Evaluate employee performance/ train employees to fit company needs (clerical, janitorial commercial and residential) ● Manage research projects for marketing strategies for advertising of company ● Oversee company website/work with website (payed company) to ensure website fit company needs● Monitor stats from website results to see which marketing technique best suit company ● Create direct mail strategy for business● Research and edit proposals for submitting to clients● Maintain a positive and courteous attitude while dealing with customers in person and via telephonic communication● Perform janitorial and cleaning services for a variety of clientele

Business Administration And Management, General

Graduated