Primary daily responsibilities include: managing technical support incidents via the ServiceNow ticketing system and providing functional support and assistance to a local and remote Dell laptop\desktop Windows 10 and Windows 7 user base. Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiencyResponsible for the Client Side Infrastructure Support in technologies such as Active Directory (DHCP, DNS, GPO, and Certificate Services, SCCM and Citrix. Monitor the ServiceNow ticketing system and email for notification and internal assistance requests.Utilize the Splunk version 7.0.9.1 cloud software, Microsoft Windows Active Directory and LANDesk to perform queries regarding user account lockouts.Also support Ipad, Iphone, Android and Microsoft Surface hardware. Install and configure MS Office 2016 and Office365. Support and configure wireless network and LAN configuration for the user base. Participated in the Microsoft Office 365 migration for 1000 users locally and remotely via Microsoft Remote Desktop Connection and LANDesk software.Monitor the ServiceNow ticketing system and MS Outlook email for notification and internal assistance requests Image Dell laptop and desktop computers via Microsoft Deployment Tools.Utilize PowerShell for troubleshooting computer issues.Perform Field Services Support for users at various Vistra Energy locations throughout the U.S.Provide Level 3 Hardware/Break Fixing and troubleshooting.Utilize the Jira issue tracking software on a daily basis. Currently use Microsoft SCCM 2012 to install software manually or from the software center, perform perform asset tracking, and to conduct remote desktop support and troubleshooting upon more more than 1000 Windows based desktops and laptop computersCurrently, working with a technical support team of (5) five technicians

Experienced in Active Directory user administration (IMAC), OS imaging of Windows (7, 8.1, 10) systems via VMware and Altiris software. Utilized the ServiceNow ticketing system. Daily troubleshooting of the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation.Performed the desktop installation, configuration and support of Palo Alto and Zscaler security software.Ensured all imaged laptop and desktop computers were configured with the Symantec Endpoint Protection (SEP) in order to provide security as well as IT Auditing compliance. Performed software installation, client troubleshooting and asset management via SCCM locally and remotely.Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).Supported Windows Servers, Cisco Switches, Routers, and Data Center related HW.Performed ArcServe Backup procedures.Ability to work in a team-oriented multi tower and vendor environments.Created user documentation processes and procedures.Safeguarded confidential company information and passwords.Responsible for the disaster recovery computer configuration and testing.Performed strong customer service skills, and achieved a high degree of end user satisfaction daily.Ability to convey technical issues and material to non-technical end users and managers.Participated in the after-hours support for users.Utilized Microsoft SCCM 2012 to install software, perform asset tracking and to perform remote desktop support and troubleshooting upon more than 200 Windows based desktops and laptop computers

Primarily provide support for 300+ users although not limited from working at other levels of the support model as needed, focusing on root cause, system and support infrastructure analysis. Tasks involve, troubleshooting, and maintaining user’s hardware, software and support tools as neededProvide solutions to technical support employees and end users for technical and application-related questions or cases via telephone, e-mail, and remote diagnostic softwareResponds to inquiries and requests from users for assistance as escalated through the support processLog all customer communications (cases, updates and resolutions) via the Remedy ticketing system.Perform remote computer troubleshooting and problem resolutions via Marimba software and Microsoft Remote Desktop Connection.Deploy and install application upgrades and releasesConfigured new Hire and termination accounts. (Managed add/removal and the enabling/disabling of Active Directory accounts.General hardware break/fix of all Dell and Lenovo laptops, desktops, some Windows 2008 server work.Diagnose, troubleshoot and repair Printers (HP, Lexmark),Cisco VOIP phones, peripheral equipment and other devices like Blackberries or handhelds New hardware upgrades; installs, moves, adds, changes in a laptop and desktop environment Optimize Hardware/Software/Networking products and configurations as scripted ensuring customer satisfaction.

Accountable for the Support of over 1200 users using the Windows 7 and Windows XP operating systems via the Remedy ticket tracking system.Perform the imaging of Dell and Lenovo (series) desktops / laptops using Microsoft System Center Configuration Manager 2007. Perform network troubleshooting such as TCP/IP configurations and Ethernet port activation.Install and support the Essbase software version 8.1,MS Office 2010,MS Outlook 2010, Adobe Acrobat versions 8 and above. Execute user adds, moves and changes via Microsoft Active Directory. Attend weekly technical support team meetings.Attend Disaster Recovery meetings and participate in the Disaster Recovery testing. Completes problem analysis and resolution for medium to high impacting service issues