Andrea Valenti Email and Phone Number

Installed, configured, and troubleshot computer hardware, software, printers and other peripherals in a client/server networked environment.Administer user accounts in various systems: Active Directory, Exchange, MS Lync, Perforce (P4), HansoftSupported a company-wide Active Directory domain migration following the acquisition of PopCap Games by Electronic Arts. This included both user and computer migrations, Windows file shares, and assisting site systems engineer with various application systems migrations.Worked with site systems engineer to re-organize and consolidate Organizational Unit (OU) structure in an effort to optimize user and computer objects management within the new AD domain.Assisted in the on-premise Microsoft Exchange to Exchange Online (Office 365) mailbox migrations and provided post-migration Office 365 application user support.Became the user administration subject matter expert (SME) for various studio applications, such as Perforce, Hansoft, as well as in-house developed applications, and provided training to new team members as necessary.Lead the efforts with the EA global desktop support team to validate new versions of Windows and Mac OS against the standard employee applications and tools set. Assisted with Video Conference and Presentation Support for meetings held in multiple locations.

Provided internal and remote technical support for 100+ users and 150+ Desktops and Servers. Was primary contact for a busy help desk, promptly and efficiently fielding over 70 requests per week, on average Installed, configured, and analyzed issues with computer hardware, software, printers and other peripherals in a client – server networked environment. Performed system backups and emergency data recovery. Ensured that hardware and software are up to date with Service Packs and firmware updates. Created/Maintained computer and user accounts in Active Directory Participated in planning meetings to review team goals and set spending targets for upcoming months. Created accurate and timely process and procedure documents.

Adhered to strict response metrics for level one support: maximum 10 minute call and 90% problem resolution. Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity.Escalated support for complex problems to next-level of support, simultaneously keeping users informed as to ticket status.In the absence of level 2 desktop support, assumed responsibility for resolving an advanced printer problem and received accolades from the user.Scope of responsibilities included user account and password management, email services administration, and hardware and software installation and configuration

Provided internal and remote technical support for 40+ users and 60+ Desktops and Servers. 4 years experience installing, configuring, and troubleshooting computer hardware, software, printers and other peripherals in a client – server networked environment. Performed system backups and emergency data recovery. Ensured that hardware and software are up to date with Service Packs and firmware updates. Organized office hardware and software information into easy to read spreadsheet and Remedy database.