Accomplishments: SAP Insight- Birmingham, AL October 21, 2019- PresentIT Support- SAP• Working with the mobility helpdesk to activate current mobile devices. This includes iPhones and android.• Trainer for OneDrive and Meeting rooms.• Assemble, configure, deploy, test and troubleshoot computers and peripherals.• Participate in ONT info session, label racks, and physical equipment sent by ONT• Coordinate and/or build and deploy… Show more Accomplishments: SAP Insight- Birmingham, AL October 21, 2019- PresentIT Support- SAP• Working with the mobility helpdesk to activate current mobile devices. This includes iPhones and android.• Trainer for OneDrive and Meeting rooms.• Assemble, configure, deploy, test and troubleshoot computers and peripherals.• Participate in ONT info session, label racks, and physical equipment sent by ONT• Coordinate and/or build and deploy Lifecycle equipment.• Coordinate and/or participate in the move process.• Monitor, record and control the flow of asset tracking and records asset changes.• Install and/or upgrade operating systems, drivers and properly approved and licensed software and test for functionality• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our clients• Work with ticketing system provided, accurately and completely documenting work performed. Work 10 to 20 tickets a day• Create and maintain technical documents and effective workflows that support document management service standards and ticket quality standards• Monitor and maintain queues according to outlined processes.• Create, assign tasks as per defined procedures for the teams to maintain a balanced workload• Perform routine equipment maintenance and upgrade tasks• Troubleshoot problems on computers, peripherals and refer more complex problems to experienced staff• Follow all process and procedures required of the various roles within the teams.• Performs initial triage on Audio Visual equipment• Performs initial triage on personal printers and facilitates warranty work• Participate in multi team rotations as required• Understand and demonstrate the willingness to promote Insight’s vision and values• Other duties as assigned.• In training for supervisor position. Show less

• Cisco Unified Intelligence Center- For running reports in the ACD system o Login Logout report to ensure techs are reporting for their correct scheduled shifto Agent state detail report- to monitor agents actions throughout the workday• Receive the Agent Utilization report to review, address and correct agents daily operations• Attendance log to update and maintain daily to track agents attendance• General Summary:• Responsible for supporting the client/program to… Show more • Cisco Unified Intelligence Center- For running reports in the ACD system o Login Logout report to ensure techs are reporting for their correct scheduled shifto Agent state detail report- to monitor agents actions throughout the workday• Receive the Agent Utilization report to review, address and correct agents daily operations• Attendance log to update and maintain daily to track agents attendance• General Summary:• Responsible for supporting the client/program to ensure services are delivered to meet customer business needs and expectations. Directs and supervises staff which are responsible for first level technical support, documentation, tracking, escalation, and follows up on all client incidents. Ensures staff has required technical and customer service skills and process knowledge. Assists in the development of incident management procedures and policies.• Essential Duties and Responsibilities:• Responsible for assigned shift to ensure needed staffing is available and compliant to approved shift schedules and work product deliverables for that shift (ticket quality, etc.)• Provides coaching to agents related to performance and ticket quality.• Provides daily feedback to service desk leadership of key metrics.• Responsible for scheduling, including vacations, training, and sick leave.• Assists with taking customer calls 25% of shift.• Assists with setting goals and objectives for the Service Desk Operations organization.• Supports and provides feedback in the day to day management of customer problems/requests/issues. Show less

•Knowledge of Remedy software ticketing system.•Certified through VA for the following: Privacy and Information Security, Security for IT specialists, HIPPA, Security Role for System Administrators, Customer Authentication, Technical Writing, Customer Authentication Processes, Incident Management Priority, Vista database tools, HSPD-12 Sponsor, Issuer, and Registrar Certification, CRISP Risk Assessment tools, Service Desk Manager.•Remote installation and troubleshooting… Show more •Knowledge of Remedy software ticketing system.•Certified through VA for the following: Privacy and Information Security, Security for IT specialists, HIPPA, Security Role for System Administrators, Customer Authentication, Technical Writing, Customer Authentication Processes, Incident Management Priority, Vista database tools, HSPD-12 Sponsor, Issuer, and Registrar Certification, CRISP Risk Assessment tools, Service Desk Manager.•Remote installation and troubleshooting printers.•Answered phones for all medical staff on the Western coast of the United States of America.•Responsible for solving tier 1 technical issues.•When tickets are completed. They are saved and routed to the proper technician to complete the job if needed.•Training on the CA Service Desk Manager (SDM) v12.7.•Knowledge of the VA of Tuscaloosa Vista system.•Responsibilities are resetting all passwords and electronic signatures for all VA employees.•Outlook troubleshooting including installation of PKI certificates for encryption and pst files. Show less

Ability to troubleshoot both software and hardware issues both on-site and remotelyAbility to troubleshoot multiple operating systems, diagnosing and solving software faultsKnowledge of: Computer operating systems and operating computer system peripheral devicesSupport all aspects of the end user including remote access, systems build and lease term (desktop/laptop) installation and setup and administration of desktops and laptopsSupport off-site equipment setup,… Show more Ability to troubleshoot both software and hardware issues both on-site and remotelyAbility to troubleshoot multiple operating systems, diagnosing and solving software faultsKnowledge of: Computer operating systems and operating computer system peripheral devicesSupport all aspects of the end user including remote access, systems build and lease term (desktop/laptop) installation and setup and administration of desktops and laptopsSupport off-site equipment setup, troubleshooting, repair and lease term (desktop/laptop) installationPC/MAC imaging and setup process, mobile device setup, and other types of moves and changes. This will include proactively install and maintain anti-virus/anti-spam solution, perform system recovery of deleted files; perform software installations; obtain patches, upgrades and bug fixesOrder PC’s/MAC’s, peripherals, and software as needed maintaining detailed records, including inventories through the ticketing system. Dispose of aged equipment in a timely fashion.Perform initial application troubleshooting for site-specific and fleet applicationsBasic understanding of cyber security with the ability to respond to alerts and escalations in a timely mannerSelf-motivated with the ability to effectively manage multiple responsibilities simultaneouslyEffective oral and written communications skills with the ability to convey complex technical issues in business termsAbility to work independently of direct supervision Show less

Designed and laid out daily and weekend classified advertising and obituaries to inform the public of daily events.Toned multiple photos for obituary section and the entire paper which saved on inks used and money for the paper.Out-put pages to be sure that all ads were in place for the plate room to start the presses.Out-put reports for the divers to take on their routes to make sure the paper was delivered to the right destination.Recovered missing ads for daily paper and… Show more Designed and laid out daily and weekend classified advertising and obituaries to inform the public of daily events.Toned multiple photos for obituary section and the entire paper which saved on inks used and money for the paper.Out-put pages to be sure that all ads were in place for the plate room to start the presses.Out-put reports for the divers to take on their routes to make sure the paper was delivered to the right destination.Recovered missing ads for daily paper and resolved issues around missing fonts or links to get the paper to press on schedule.Checked all negatives to be sure that all items appeared in the appropriate place in the news paper. Show less

Built classified and obits , checked all negative, out-put page's to plate room, toned photos, reports