Provide technical support of software, mobile devices, communications systems, networking and remote access, printers, servers. Perform troubleshooting, diagnosis, and repair, and proactively monitor systems for failure, working within identify root cause and perform relevant troubleshooting to reduce end-user system down-time.Provide desktop support in regional offices and travel as needed for on-site support, including annual infrastructure refresh.Provide Service Desk support to the entire firm, primarily supporting the Service Desk queue via e-mail and proactively escalations to ensure they are sent to the correct assignment groups to ensure SLAs are being met. Resolve tickets escalated Desk assignment group and work with other departments to ensure high first-call resolution. Assist with Major Incident management and disaster recovery outage processes.Provide instruction and training to staff on the use of software, mobile devices, hardware, and communication systems. Create and maintain knowledgebase documentation for the firm: write concise job aids to help staff with various software procedures, write technical articles for the IT department to use as a troubleshooting reference. Develop and enhance the knowledge section our ITSM tool.Provide recommendations to department management on hardware and software, security (e.g. anti-virus, SPAM protection, security systems), including software on standard system images.Specific job duties have included but are not limited to the following: Maintain Active Directory users and computers. with remote access via Citrix or VPN and with Multi-Factor Authentication via Duo. Perform Citrix troubleshooting Director. Assist users with mobile device enrollment via Intune. Assist users with Office365 and Teams. Manage SPAM emails via Mimecast including troubleshooting e-mail issues. Manage website access via Websense and Netskope.

Support customers remotely via telephone or screen sharing software or by in-home visits as necessary.Install and troubleshoot in-home wireless networks for customers including printer and file sharing. Install and troubleshoot various software including all versions of Windows and Mac OS and Microsoft Office.Install and troubleshoot various hardware.Build custom PCs as requested.

Provided technical support for both industry standard productivity software and proprietary internal applications, mobile devices, printers (local and network), and hardware. Trained incoming analysts to support Citrix, Cisco VPN Client, RSA synchronization, and Bayer’s proprietary VPN application to prepare them to support remote users.Provided tier 2 support. Maintained knowledgebase articles for analysts’ troubleshooting reference and for end-users’ training reference. Supported Bayer’s proprietary VPN application interface with Cisco VPN Client and worked with desktop support team to ensure the application is deployed to all PCs that were used for working remotely.Trained new employees on how to use Cisco VPN and Citrix. Maintained Lotus Notes and Active Directory synchronization and maintained user accounts on these platforms. Troubleshot and resolved issues with ERP software.

Provided technical support of software, mobile devices, printers, copiers, and servers. Proactively monitored systems for issues.Provided technical support for industry standard productivity software and proprietary applications including those on the COBOLmainframe.Provided technical support of software, mobile devices, printers, copiers, and servers. Proactively monitored systems for issues.Provided technical support for industry standard productivity software and proprietary applications including those on the COBOLmainframe.Provided technical support of software, mobile devices, printers, copiers, and servers. Proactively monitored systems for issues.Provided technical support for industry standard productivity software and proprietary applications including those on the COBOLmainframe.Was appointed knowledgebase project manager and brought knowledgebase up to ITSM standards. Received commendation fromexecutive management for increasing employee and end-user utilization of the knowledgebase in their daily job duties. Providedtraining to other analysts on how to use the new knowledgebase. Created self-help guides and training materials for variousapplications.

(Short term contract)Replaced end of lifecycle hardware and upgraded remaining PCs to Windows XP & performed data migration, then assisted employees with seamless transition to Windows XP by providing support and training.

Demonstration of superior technical knowledge resulted in promotion to Geek Squad Agent.Provided technical support and training for software and hardware to customers. Performed troubleshooting and repair of hardware.

Earned an apprenticeship normally reserved for college students while in 6th grade due exemplary performance in a college-level computer science class; was able to earn A+ certification with knowledge gained from experience.