Sr. Desktop Support Analyst Field Services Engineer provides Desktop support and along with 3 other Field Service Technicians for up to 900 employees across a diverse work environment to include Production, Distribution, Shipping/Receiving, Corporate employees, Supply Chain, & Research & Development

• Installed OS (Windows 10) on PC’s for PC refresh for clients• For health clients installed OS on new systems when onboarding new dental clients• Staged all IT Equipment at new dental clients location• Installed all PC’s and dental equipment on cut off day from old MSP• Installed Dental Software and sensors and tested software and sensors• Tested Xray equipment setup for new workstations and software• Provided onsite support after on boarding for specified amount of time then remote support

Responsible to provide professional technical support to end users for issues and questions related to applications, computer, and network and telecom systems. Also responsible for logging all incoming issues with appropriate detail, troubleshooting, and escalating to other resources if/when necessary, following up with end users, and ensuring a timely resolution of all technical problems.

Contractor through ProTech Systems Group, Inc.IT Project management for Managed Services at Dell Inc.

• Install WINDOWS 7 on laptops for PC Refreshes that were being sent out to various Cargill locations,• Remote Installs of Windows 7 for remote offices and telecommuters• Data Backups od users data before Windows 7 upgrade• Restore user data after Windows 7 upgrade / PC lifecycle• Reinstall user applications• Troubleshoot all issues that resulted in users Windows 7 upgrade / PC refresh

• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution.• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone.• Follow through with incident from beginning of call to resolution.• Reimage desktops and laptops utilizing Symantec Ghost 11.5• Monitor Network performance using Solarwinds Network Performance Monitor• Setup new users on desktops and laptops• Setup VPN connections

• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.• Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone.• Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.• Follow policies and procedures regarding the safeguarding of sensitive information and access to corporate systems.• Escalate high priority, high impact issues to the USC internal support teams.• Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.• Use remote control tools to assist customers when needed.• Provide feedback on technical documentation for publication in Knowledge Base.• Work in a high volume call center environment that operates 24x7x365.

• Provide excellent customer service in a call center environment• Troubleshoot business internet connections (static IP and DHCP)• Troubleshoot business phone connections• Assist business customers in upgrading / adding services to best fit their needs• Vanity email and web hosting setup and troubleshooting

• SalesForce Administrator• Exchange Administrator• Computer Maintenance• Email Marketing• Social Networking Administrator

Deploy new PC'sSupport of 100+ pc's and maintained inventorySupported 30 FT employees and 100+ PT EmployeesCCC Application Support of over 500 employeesSoftware / Operating Systems upgradesOperating System InstallationHelp Desk / Troubleshooting PC / Network SystemsDay to Day support of LAN/WAN at both YMCA LocationsInstall Server DrivesSetup RAIDComputer / Network Inventory / MappingComputer / Network SecurityInstall CablingParticipated in upgrade of Server 2000 to 2003Participated in installing a new file serverResearched & recommended new file serverResearched & recommended operating systems and utilities

Design new client / server networkImplement new networkUpgrade workstation operating systemsProject was managed using MS Project

Collection of delinquent debtExhibited exceptional coolness when dealing with difficult customersActively listened to help costumersHelp customers develop resolutions

Troubleshoot & manage dial-up & VPN connectionsData ExtractionSystem / Data Research and reportingSetup of communications for new clientsAnswer resolve / escalate client inquiries / issues

Project management / Team Lead for various data conversions, system enhancements and upgradesDevelop test plans / strategiesDeveloped new procedures for converting dataDeveloped / wrote specialized queries to compare and verify dataAnalyzed job log reportsOperated and managed model officesTroubleshoot & resolve system issues for all Business Units