Anthony Lee Email & Phone Number

Responsible for resolving issues reported to the Help Desk from multiple sources including trouble tickets, phone calls, Emails, Chats and automated alerts.•Resolving critical system issues on a 24x7 basis, including notification, coordination and dispatch of individuals from various functional groups within the organization. Supporting 1500+ employee’s including remote sites in DC, Seattle, NY, San Diego, SF, Austin, Brussels and China. •Working closely with managers and administrators to ensure the success of daily operations.•Provide exceptional customer service and support to customers, technical staff, and management in a VMWare, Windows 8, Windows 7, Office 2007, Office 10 infrastructure.

Handle high priority and escalated issues•Follow up with users and respond to user feedback•Mentor and provide positive support to my team of 15 analysts•Evaluate and improve processes and procedures•Assist analysts to resolve technical issues•Responsible for completing normal day to day trouble tickets, phone calls, emails, chats, same as below.

Responsible for substantial desktop infrastructure, including new system rollouts 50+ systems internally / externally to provide 0% downtime for sales & service.•Desktop lead in front-end migrations from CCmail, to a new internal Exchange 2000 infrastructure.•Supporting all locations North America wide, stabilized IT/desktop infrastructure, installed anti-virus system, desktop backup systems, dial-in VPN’s.•Initiated software volume licensing programs to ensure licensing compliance and reduce overall costs.•Developed and maintained new computer images to support global solutions.•Support for all Desktop related issues, (special, secure support to executive officers, finance, and HR staff).•Daily Helpdesk Fire Fighting, Anti Spyware-Anti Virus removal, while supporting and maintaining helpdesk priorities.•First / Second level Active Directory account maintenance. To include password reset’s, security group members and exchange mailbox creation with corporate policies.•Setup and maintained 150+ network based printers, to include static IP address assignments.•Senior support for all Blackberry Enterprise services, to include customer recommendation.•Lead support for all Helpdesk call center priority related issues.

Palo Alto, Ca, Us