Delane Smith Email & Phone Number

Columbus, Oh, Us

Columbus, Ohio Area

Columbus, Ohio Area

Etna, Ohio

• Configure, install, monitor and maintain PC software and hardware; support mobile workforce• Provide support to users for all aspects of end-user computing and desktop-based software• Provide technical Tier 2 support and guidance while working with vendors to resolve Tier 3 issues• Responsible for documenting solutions to problems and developing end-user guidelines• Evaluate, maintain, modify (e.g., creates macros, templates) and document desktop application packages• Participates in the testing and evaluation of new desktop packages and implementation of software• Consults with and makes recommendations to users on selection of hardware and software products to address business requirements

• Corporate account maintenance in Active Directory. Managing the Service Desk e mail inbox. Triaging service tickets in IT Service Management (FrontRange) application for all service desk teams. Creation of MS outlook ost profiles, password resets in Oracle Databases and mainframe databases.• Assisted clients in systems analysis with detailed trouble shooting which includes history, information, dependencies, system application output logs and descriptions.• Creating process and support documentation.• Mentoring our corporate team.• Provided Tier I and Tier II incident support resolution to Ascena clients. Opening and Closing Priority 1 bridge calls. Working with other service desk teams towards quick resolution.

• Answered first-level technical phone calls from retail branch bankers across the country for hardware, network and internal applications, including user confusion, user error, hardware failures, network issues, application navigation, application errors and bugs• Diagnosed and resolved hardware, operating system and networking issues for both common infrastructure components such as PCs, printers, and uncommon peripherals such as check scanners and cash dispensers.• Supported up to 1000+ users.