Embra B. Email & Phone Number

Chicago, Illinois, Us

Chicago, Illinois, Us

- Provided solutions on multifaceted IT related issues with various applications, interfaces, hardware, software, security access, VPN, and system failures for a public digital health company.- Composed supportive documentation for helpdesk request solutions, overseeing escalation process as necessary.- Coordinated on-site and remote technology support sessions; conducts remote support sessions via GoToAssist and Zoom. - Collaborated in with IT Operations team to develop and implement self-service process documentation and user guides for commonly-presented technical issues.- Managed and executed mass-upgrade IT projects for 1,500+ employees; provides seamless support to end users throughout onboarding transition. - Provided exceptional customer service, consistent communication, and thorough problem-resolution while managing time and work efficiency.

Franklin Park, Il, Us

- Onsite and remote support to fulfill help desk requests.- Document detailed issue description, troubleshooting steps, and resolution into Spiceworks.- Escalate issues when required to Tier 2, Tier 3- Assembled new workstations, deploy PC hardware, software, and peripherals.- Provide troubleshooting for all work equipment (PCs, printers, scanners, label printers).- Work directly with departments to document and implement processes, procedures and provide recommendations for improvement to management. - Compose departmental process flowcharts in Visio.- Utilized active directory for PC, user account setups and password resets.Managed monthly updates/packages distribution to network servers in server room. - Diagnose, monitor and service onsite Xerox/HP copiers and printers. Replenish supplies, place service requests when required. - Assist with occasional large scale after hours or weekend projects (PC implementation or software upgrades).- Utilize KnowBe4 admin to schedule email campaigns for end users for Security Awareness training purposes. Software/tools for work performed:SpiceworksActive DirectoryMicrosoft Office 365 , Visio 2016Microsoft Office 365 Security & ComplianceSYSPRO 7 EDI Support Systems for Syspro 7EDI ANSI X12-File review for EDI support functionsDatascope WMS 4.0 Crystal Reports 2008KnowBe4 AdminWindows Remote Desktop ConnectionIPEdge for Toshiba VoIP PDQ Deploy - FreeDomo

Naperville, Il, Us

Norwalk, Connecticut, Us

- Main contact for client-related requests and incident management for printer services. - Identified, and resolved client issues using Xerox helpdesk resources and databases. - Collaborated with Xerox IT to resolve client printer and connectivity issues remotely. - Effectively communicated with team members, managers, and customers in a timely manner. Routed escalating concerns to appropriate channels.

Hanover, Md, Us

- Company-wide end user support for a major Windows 7 PC migration project for Exelon/ComEd employees.- Documented pc information for asset tagging ton prepare for the PC migration phase.- Scheduled Web meetings via WebEx and utilized Citrix vpn to remote with end users to prep PCs for the PC migration phase.- Utilized Active Directory to assign new desktops/laptops to the assigned organizational units.Implemented the SCCM process for re-imaging PCs from Windows XP to Windows 7.- Deploy, installed and configured application packages, bundles onto the new PC.

Bracknell, Berkshire, Gb

- Processed incoming vehicle returns, reservations.- Ensured accurate documentation of mileage and fuel charges for customers.- Filed and processed vehicle incident reports for damaged vehicle rentals. - Resolved, escalated issues with customer's reservations and cancellations.

Us

- Scheduled appointments with customers to resolve hardware /software issues with laptops and tablets. - Diagnose to provide best solution to customer. - Repaired known issue of customer’s pc/tablet and offer additional services.Operating systems used for work performed:Windows 7, Windows 8