• Contractor through Experis providing IT support for Bank of America• Use BMC Helix to manage user support requests and ensure timely incident resolution • Facilitate the Amelia AI chatbot to assist with customer inquiries and improve response times enhancing user satisfaction. • Implement Admin on Demand to enhance efficiency and support remote operations. • Support end-users in navigating corporate intranet and proprietary applications, ensuring… Show more • Contractor through Experis providing IT support for Bank of America• Use BMC Helix to manage user support requests and ensure timely incident resolution • Facilitate the Amelia AI chatbot to assist with customer inquiries and improve response times enhancing user satisfaction. • Implement Admin on Demand to enhance efficiency and support remote operations. • Support end-users in navigating corporate intranet and proprietary applications, ensuring smooth daily operations. • Train employees on internal systems to enhance proficiency and reduce support requests. • Assist with remote access tools, ensuring employees can securely connect to corporate resources from various locations. Show less

• Supported internal and external customers via phone in fast paced call center environment. • Assisted users with Oracle payroll password resets and unlocks.• New user authentication app setup using Entra Admin Center.• Ended Citrix sessions via Citrix director.• Resolved issues and accurately documented all details in Footprints and Service Now ticketing system.• Performed routine research, issued resolution and effectively responded to client inquiries and… Show more • Supported internal and external customers via phone in fast paced call center environment. • Assisted users with Oracle payroll password resets and unlocks.• New user authentication app setup using Entra Admin Center.• Ended Citrix sessions via Citrix director.• Resolved issues and accurately documented all details in Footprints and Service Now ticketing system.• Performed routine research, issued resolution and effectively responded to client inquiries and concerns. • Accessed computers for troubleshooting or upgrades as needed.• Provided BitLocker recover keys for laptop users. Show less

• Supported various FNF applications such as Smartview and Agenttrax.• Gathered accurate information from customers on reported issues.• Maintained accurate inventory for all IT hardware.• Provided professional end-user support via telephone and email.• Assisted users with account creation, accessing and using IT systems.• Track and route problems and requests and documented resolutions.• Troubleshooted performance issues with browsers and plugins.• Follow up with… Show more • Supported various FNF applications such as Smartview and Agenttrax.• Gathered accurate information from customers on reported issues.• Maintained accurate inventory for all IT hardware.• Provided professional end-user support via telephone and email.• Assisted users with account creation, accessing and using IT systems.• Track and route problems and requests and documented resolutions.• Troubleshooted performance issues with browsers and plugins.• Follow up with customers as needed to ensure that any problems are resolved. Show less

Contractor for FIS Global and Fidelity National Financial.

• Provided Tier 1 and 2 support, inventory, moves, adds and changes.• Ensured service level and customer satisfaction were met.• Supplied laptop, VPN and wireless configurations for sales team.• Performed computer imaging from server disk images via PXE boot.• Maintained accurate AD user inventory.• Replaced hardware in desktops and laptops and installed and configured software programs.• Mapped network drives and performed maintenance.• Set up workstations and… Show more • Provided Tier 1 and 2 support, inventory, moves, adds and changes.• Ensured service level and customer satisfaction were met.• Supplied laptop, VPN and wireless configurations for sales team.• Performed computer imaging from server disk images via PXE boot.• Maintained accurate AD user inventory.• Replaced hardware in desktops and laptops and installed and configured software programs.• Mapped network drives and performed maintenance.• Set up workstations and joined them to the domain. Show less

• Installed, configured and tested computer software programs.• Responded to help desk calls, diagnosed and resolved desktop hardware, software and printer problems; provided technical support for 350+ users.• Performed troubleshooting and handled escalated issues; ensured minimal disruption and efficient operational support.• Provided clients with onsite technical support; assisted staff members with wireless networking, Citrix remote access and VPN.•… Show more • Installed, configured and tested computer software programs.• Responded to help desk calls, diagnosed and resolved desktop hardware, software and printer problems; provided technical support for 350+ users.• Performed troubleshooting and handled escalated issues; ensured minimal disruption and efficient operational support.• Provided clients with onsite technical support; assisted staff members with wireless networking, Citrix remote access and VPN.• Configured computer systems in patient examination rooms.• Resolved 80% plus of help desk calls at the tier one level.• Managed electronic medical records. Show less

• Responded to inquiries, diagnosed and resolved printer and computer problems.• Managed computer and printer configurations.• Installed and repaired equipment or hardware issues; recommended upgrades, patches and new software applications.• Ordered and maintained equipment inventory; ensured compliance with software licensing.• Troubleshot and resolved escalated problems for users quickly and effectively.• Strengthened confidence and productivity level of users… Show more • Responded to inquiries, diagnosed and resolved printer and computer problems.• Managed computer and printer configurations.• Installed and repaired equipment or hardware issues; recommended upgrades, patches and new software applications.• Ordered and maintained equipment inventory; ensured compliance with software licensing.• Troubleshot and resolved escalated problems for users quickly and effectively.• Strengthened confidence and productivity level of users through effective training in computers and software applications.• Saved significant video editing costs; successfully in-sourced this function which eliminated the need for external vendor services. Show less

Collaborated with senior management teams and provided consulting services that enhanced information systems; key clients included Wachovia Bank, Robert Half Technologies, The PGA Tour, Pomeroy, Vistakon, Citibank and the Duval County School Board.

• Chosen by senior management to maintain business with major health care accounts that included hospitals and nursing homes• Instrumental in successfully persuading clients to test new products and therapies• Conducted in-service training and product education workshops to nursing staff• Initiated patient care plans in accordance with doctor’s orders• Increased revenues through successfully introducing new products into existing accounts• Increased response time to… Show more • Chosen by senior management to maintain business with major health care accounts that included hospitals and nursing homes• Instrumental in successfully persuading clients to test new products and therapies• Conducted in-service training and product education workshops to nursing staff• Initiated patient care plans in accordance with doctor’s orders• Increased revenues through successfully introducing new products into existing accounts• Increased response time to customer orders by 50%• Built strong professional relationships with doctors and nurses• Instrumental in updating and tagging equipment inventory; resulted in a successful audit which had failed in previous years Show less