1st Level support assisting over 10,000 users in 10 states across the United States. Support is provided via the SalesForce ticketing portal, email, phone, in-person visits, and the use of remote access tools. Primary support is for the Office365 platform used by all locations. Goals are to listen to the user's issue, diagnose the problem, and resolve it as quickly as possible. Work with the team to improve processes and create documentation. • Created IT equipment inventory tracking system. Previously the company had no system in place. Using this system, I am responsible for making sure computer equipment levels are adequately maintained. • Took over as administrator for the multiple MDT servers used to image computers in all corporate locations. This includes creating and updating image files, installation and updating of applications, and working with vendor to keep the driver database up-to-date and functional. • Serving as the primary back up for Okta Administrator to ensure new user accounts are created promptly and assigned the correct applications and permissions. Also verifying that terminated users are no longer active in the system.

This was a 2nd Level support position designed to assist 1350 retail stores operate continuously. This support was provided via the Service Now ticketing system, over the phone, and using remote access tools.Primary focus was on supporting the SUSE Linux server and register systems. Those had to be up and running as much as possible for the stores to be able to sell product. Mostly the issues that come up with these systems were either hardware (disk drives, motherboards, printer, scanner, touchscreen, pinpad) or software (Veras). I would be responsible for diagnosing the issue – either by testing or swapping hardware or by going into the Linux server and looking at log files - and taking appropriate action to resolve in a timely manner. These resolutions would either entail dispatching a tech with replacement hardware or documenting a software issue and escalating to the Engineering team for more assistance.I also provided support for the all the Windows workstations used in each store (avg 8 per store). This included issues with Windows, hosted Microsoft email service, Adobe Cloud programs, all the large performance printers in each location (Xerox, Lexmark, HP). Each store also had a number of Apple Ipods in a Verifone scanner sled that was used for inventory and Point-Of-Sale that needed to be supported. Many of the stores had installed a Panasonic VOIP phone system that I provided support for. I would often assist the store in configuring new phones, and helping them deal with call quality issues.I would assist stores that were experiencing network issues on Cisco switches.One of my tasks was working with the Sales Accounting department for a daily review of transactions that were not reconciling in the system. I would generate a report of the previous days “missing” transactions, validate the data to see if the transaction were in fact financial, login to the Central Back Office system and attempt to re-upload any of these transaction to the system.

This was a Technical Support position that started as temporary, but after just a few weeks I was asked to join the team full time. For the last year of my employment I was the only Help Desk person in the company due to restructuring. I was the first point of contact for 300+ users at the corporate office, the 70+ stores that make up EMS, and all the outside vendors used for technical issues. This support was provided over the Managed Engine ticketing system, phone, via remote access tools (Dameware, Team viewer, RDP) and in person. We were a small team so our support included Windows OS support (XP,7), Microsoft Ofifce (2003/2007, MAC OS support, computer hardware and software repair and replacement, computer imaging using Norton Ghost and later Windows Deployment Services, support for the company wireless devices (laptops, Apple Ipads, Fujitsu Barcode scanners), basic networking support, and all company printers.I was responsible for creating new user accounts using Active Directory 2008.During my time at EMS we switch email systems from an in-house Microsoft Exchange server to a Gmail hosted service – for which I was the primary administrator. We also deployed a Shortel VOIP system which I also was the administrator for.I wrote and updated all of the company Knowledge Base articles.

This was a Team Lead position responsible for leading a team of 8 members in replacing all the desktop computer systems for the Water Management District. My team and I worked with the each end user to identify what was on their current systems that was essential for their work, then imaged a newer system using Windows Deployment Services for them ensuring that all the necessary software was licensed and installed. We would then take the new system to the end user and verify they had everything they needed and that everything worked to their satisfaction. The older equipment was logged into inventory via handheld scanner to be returned to the vendor (Dell).This was done in the main office in West Palm Beach as well as traveling to the many remote locations from Orlando all the way down to the Florida Keys. I passed a government Driver Safety course so that I could use the Water Management’s box truck.

These were Technical Support positions with 2 different companies. I began at Kaplan University on a 1 yr assignment to assist their Help Desk with an overflow of tickets. These issues involved various Windows workstation issues, Active Directory password resets, and issues with their proprietary student enrollment program.I also on the small team that supported users of Concord Law School (a Kaplan affiliate). These issues mostly dealt with assisting users with issues they had with installing a special certificate that the Law School student were required to have to access their classes.After the 1yr assignment was complete, I moved over to the Help Desk at The South Florida Water Management District. In this position I was responsible for assisting end users with their Windows workstations (hardware and software), and company printers.This assistance was done over the phone, in person if they walked up to our office, and remotely using LANDESK. Issues included computer errors, Microsoft Office application issues, printer setup, reinstall and toner replacements. Any major issues (affecting 5+ users simultaneously) were logged and escalated to the appropriate 2nd level or Engineering teams. I would then work with those teams until the issue s was resolved, and then get back in contact with the end users to make sure their serivce was restored.I was also part of the team that was responsible for keeping the IT inventory updated. This was accomplished using handheld scanners that sent the updated data to a back end database.I also assisted the software licensing team in making sure software that required a license was installed properly and up to date.