Maintaining, installing, diagnosing, repairing, and upgrading PC, laptop, tablets, printers, MFDs equipment, and computing peripherals, Win 10 deployment, and Active Directory (AD) Support. Communicate and present technical information to both IT staff and Business Users in an understandable and concise format and will be responsible for creating and validating standard operating procedures (SOPs) Create user accounts and manage access control based on agency policies; utilize the agency’s BMC ticketing system to create, track, review, and escalate service requests Deliver system support for Windows operating system environments (Windows 7, Windows 10, MS Server 2012, 2008, 2016 ) and capture desktop images and utilize diagnostic tools to ensure desktop environments are functioning optimally. Perform Hardware lifecycle management of End User Computing equipment. Deliver customer service with good attitude and excellent communication skills to enhance user experience. Manage, monitor, and prepare for hardware, software, and network issues on the enterprise environment. Leverage SCCM tool for Imaging, Deployment and Patch Management on devices that belong into the enterprise pool. Perform Intune configurations, policies, and management as per end users’ profiles and business functions. Deliver and manage Windows 10 Devices with co-management to get them ready for productivity. Leverage Windows Autopilot services setup and deployment as a cloud-based vendor-tenant service. Provisioning Windows 10 using Windows Autopilot with pre-configurations for ease of deployment. Perform Software distribution using SCCM as an IT tool of choice on premise. Deliver Application Packaging using SCCM or any other packaging tool on a scheduled basis and on short notice.

Provide Help Desk, IT and Desktop Support delivery to local and remote end users. Networking and Systems backend and frontend support as IT Site Administrator. Add and change desktop phones, mobile phones and other mobile devices. DHCP support including managing and tracking IP addresses. Active Directory end user profiles to manage and organize user access and security. Provide administration and support of hardware and software on Windows machines and mobile devices. Managing and supporting network printers and print servers. Hardware lifecycle management of End User Computing equipment. Provide customer service with great attitude and excellent communication skills. Proactively manage, monitor, and prepare for hardware, software, and network issues. Leverage SCCM tool for Imaging, Deployment and Patch Management across the enterprise. Perform Intune configurations, policies, and management for deploying and maintaining EUC devices Deliver and manage Windows 10 Devices with co-management for best EUC users experience. Leverage Windows Autopilot services setup and deployment for devices assigned to end users Provisioning Windows 10 using Windows Autopilot on company IT devices for deployment. Perform Software distribution using SCCM to get devices ready for business productivity use. Deliver Application Packaging using SCCM or any other packaging tool available in the enterprise.

Service Desk Level 2 Team Lead – Transition through engagement, and Account Management and Vendor Management as Technical Liaison. Interact, manage, and handle the clients’ issues to drive great user experience. Work within challenging environment with tight delivery timelines Work with Aetna stakeholders to address concerns, manage changes, ensure compliance, and provide inputs for special projects. Provide technical support for Windows 7, 10, Office 365, Exchange, Skype for Business, and corporate financial applications. Leverage support for Endpoint and Collaboration tools on laptops, desktops, mobile devices, SaaS, DaaS, VM and VDI environments. Deploy enterprise level applications via SCCM on physical and virtual environments and support web based, cloud applications. Hardware deployment, integration, commissioning, decommissioning, and supporting legacy and newer network technologies. Leverage Active Directory, Group Policy, TCP/IP, DHCP/DNS, SCCM, Wireless Technologies, SAS, AW. Perform Hardware lifecycle management of End User Computing equipment with asset management tool. Manage, monitor, and prepare for hardware, software, and network issues that may arise, based on anticipation. Leverage SCCM tool for Imaging, Deployment and Patch Management across the enterprise. Perform Intune configurations, policies, and management for deploying and maintaining IT devices for business purposes. Deliver and manage Windows 10 Devices with co-management for best EUC users experience. Leverage Windows Autopilot services setup and deployment for devices assigned to end users. Provisioning and deploying Windows 10 using Windows Autopilot on company IT devices. Manage Software distribution using SCCM on devices that are reset, repurposed, and recovered. Deliver Application Packaging using SCCM or any other third-party packaging tool

Seasonal Windows 10 Migration TechnicianKPMG, LLP - KTech, Deskside Support ServicesCoordinate and deliver first and second level support during Windows 10 migration processPerform IT Asset Management through collection, configuration, and upgrade of end user devicesRender steady performance while successfully upgrading multiple laptops on daily workloadDeliver issue free upgraded laptops to clients upon positive completion of required checklist itemsResponsible for receipt, configuration, and delivery of new equipment and tracking processPerform local office IT assets moves, additions and changes and keeping record of deployed assets Perform IT asset disposal process and liaise with vendor to schedule pick-ups of retired devices

Delivered desktop support for company computers and network equipment in the field.Traveled to external clients' sites and premises to provide first hand desktop support.Visited widespread company field branches to deliver technical support to the line of business.Succeeded adapting to particular customer support scenarios even under adverse circumstances.Undertook some of the most difficult support cases and followed them until resolution was reached.Installed software and drivers on brand new and used computers running Windows 7 and 10. Updated desktop, laptop and mobile devices with standard corporate applications and mobile apps.Performed post-configuration tasks on applications and configured printers, scanners, fax machines.Performed Help Desk on first/second tier troubleshooting computer issues and managed escalations.Handled multiple support queues, i.e. phone calls, voice mail, email, chat, fax, walk-by.Delivered IT hardware, software, web and mobile applications training to staff in the field.Served as Project Coordinator for IT initiatives like Facilities Coordination and IT internal operations.Rendered IT Support in cooperation with product vendors and service providers to outreach teams.Ran periodic reports on achievements and ongoing and pending issues to present to management.Served as liaison between business units and hardware/software vendors and service providers.Documented processes and procedures for the implementation and support of IT operations.Conducted extensive research on products and services from hardware and software vendors.Created tickets with vendors on reported issues and followed them until resolution was reached.Planned technology deliverables on a scheduled basis and established IT support best practices.Performed asset management, and IT equipment inventory of hardware, software and licenses.Compiled and safeguarded systems resources information for the IT Infrastructure department.

As an Interim Team Lead - managed daily Service Desk operations over 10+ Agents.Provided improvements ideas to better streamline current processes and procedures.Submitted disruptive innovation concepts and initiatives to enhance best support practices.Served as Subject Matter Expert for mobile devices and the Good mobile application.Administrator for MobileIron – Mobile Device Management for company mobile devices fleet.Administrator for Good Mobile Device Management for company owned mobile devices and BYOD.Performed as technical writer of processes and procedures for supporting role of IT/IS.Developed and kept technical documentation on products and services within knowledge base.Built document templates for producing technical records that comply with established patterns. Designed business process models via MS Visio into blueprints of technical diagrams.Established strategic troubleshooting and handling of technical issues to provide viable solutions.Delivered responsive product assistance and training for internal and external customersServed as mentor and team trainer on products and services we support as a Service Desk.Delivered technical support for regional and global applications in conjunction with Tier 3 team.Served as liaison between business and technical support teams to facilitate user experience.Performed assessment of business units needs to furnish solutions for technical application Support.Delivered training to IT support staff to better streamline the technical support service rendered.Reported to IT management on trending of support staff performance and accomplishments.Provided extensive and comprehensive research on application support issues to maximize outcome.Performed Help Desk on first/second tier troubleshooting computer issues and managed escalations.Carried out Windows OS installs with drivers and software applications via SCCM.Supported various Operating Systems: ( Windows, Unix)

Desktop support on computer hardware and software related issues.* Handle roll-outs and migrations projects.* Back up personal and shared data on home network settings.* Replace hardware components and Windows OS installs with drivers and software.* Physical memory upgrades and software upgrades.* Antivirus and anti-spyware installs and clean-ups.* Wired and wireless home network installs and setups with security settings.* Support shared resources, i.e. printers, copiers, scanners, fax machines, central storage devices.* Help Desk support to clients on their specific computer related issues.

Provide help desk support to corporate, field and overseas clients* Install security software to sales personnel company laptops* Remote dial-in users support* Network user id password resets* Support users in accessing customized corporate specific applications* Provide Lotus Notes Mail support* Replace defective hardware components and update drivers

Help Desk support to users accessing customized corporate specific applications* Multiple application specific user id password resets* Support remote users with Internet and Intranet web-based applications* Escalate issues to Tier 2 and 3 for team resolution* Document new issues with procedures to deliver proper and effective resolution* Support users with reporting issues they encounter within trouble applications* Tracking support calls and provide solutions per knowledge base suggestions

Administered Norstar Phone/Voice Mail system and supported in-the-field end-users.Supported computer desktop, laptop and help desk for corporate office end users.Travelled on a daily basis to field branches to address multiple reported IT operations issues.Maintained network resources, LAN & WAN for corporate and field branches equipment.Visited external clients' sites to provide IT technical support to staff in such facilities.Supported Internet and Intranet web-based applications for local and remote users.Managed Novel NetWare and Windows XP login and Password reset user accounts.Helpdesk on Email systems, i.e. MS Exchange, Lotus Notes and GroupWise users.Serviced employees on MS Office 2003 and 2007 applications installation and setups.Supported remote users with connectivity issues on Windows Terminal Services.Installed, setup & maintained office Xerox Document Center network, copier, fax machines.Traveled regularly to field branches within company territory for hardware and software issues.

Desktop and help desk support on desktop and laptop hardware and software related issues* Handle Novell NetWare user account administration* Provide Lotus Notes Mail support* Help users mapping to network printer resources* Support AT&T VPN Dial-In users* Support IBM Mainframe Extra terminal emulation sessions* Support users in accessing customized corporate specific applications

Field Systems administration and support* Desktop support with hardware and software issues* Lucent phone and voice mail systems support* Windows NT Server and workstation support* CompuServe PAL95 dial-in users support* IBM Mainframe RUMBA & Telnet sessions support* Travel to field offices to support roll-outs and migrations projects

Computer help desk, second tier support* Windows NT Server and workstation support* MS Exchange user account administration and support* CompuServe GE eXtend dial-in users support* IMB Mainframe FTP/Telnet sessions support* Provide help desk support to corporate, field and overseas clients* Support first tier help desk team with training documentation

Computer desktop and laptop repair of hardware components under warranty* Software installs and upgrades of Windows OS and MS Suite applications* Support clients field operations to visit their sites and render technical support* Replace defective computer equipment and components on the spot* Install and setup network printers and customize printing applications* Provide technical support to sales personnel before and after clients purchase* Follow up on clients printing equipment usage and customizations

Reset user ids on Novell NetWare, Novell GroupWise and phone/voice mail system* Support users with email and network printing issues* Train new engineer personnel in the use of research software* Assist office manager with implementing software on company computers* Redeploy computers to personnel locations as they change work sites* Report defective equipment for timely replacement by technical support staff* Monitor network printers for paper jams and to keep them functional at all times

Assign and remove new user ids on Novell NetWare, HP3000, Windows NT and phone system* Maintain and monitor security issues on all of the network systems* Monitor backups on the HP3000 and the network systems on a daily basis* Install new equipment and move any existing equipment as required* Install software and give access to personnel as required* Maintain inventory of purchased software and internally developed applications* Provide technical support to corporate employees with windows, printing and applications* Work with MS Office products. OLE features and VBA to streamline operations* Ensure sales department portable systems are fully functional with latest applications and data