VDI Eng / Tier II Support

• Answer Tier 1 and Tier 2 calls for Community Bank IT helpdesk line • Assist customers with account lock-outs and password resets• Assist users on connectivity issues with network resources and email• Assist customers on accessing network resources remotely using VPN technologies • Proficient in Active Directory creating user accounts and applying user groups and settings• Disable user accounts on all separated employees and insuring all user access and groups are removed or disabled • Manages the IT Help Desk email account to create and assign tickets to appropriate desktop analyst.• Creates Cases in C3 ( Fiserv Portal ) for issues regarding Navigator, Director and Business Analytics • Verify with the customer that the issue has been resolved and update the ticketing system. • Proficient in setting up and supporting laptops, mobile devices and peripherals with wireless technologies. • Proficient on imaging desktops and laptops with windows 7 and windows 10 and apps for deployment.• Provide assistance for all upgrades for Laser Pro, Community Bank’s ( Loan Origination Software ) • Install Business Bank Software and all related Fiserv products • Install and Support all Desktop Clients with Citrix Receiver • Install McAfee agent and McAfee anti-virus suite and update all virus definitions from the EPO server • Install and manage Malwarebytes on all devices and run scans when alerted by Security Eng. team • Responsible for inventory of all bank assets and work with outside vendor for proper e-waste disposal. • Create and manage Cisco Voice mail accounts • Activates and resets user email accounts in BEV server ( Blackberry Server ) • Manage and update minor changes to Cisco Desk phones and jabber in Cisco Unified CM Console

My Last Job was as a Contractor for Community Bank on a Windows 7 deployment project which consisted of replacing all Windows X P PC’s (approximately 400 PC’s and Laptops) with Windows 7 PC’s. My responsibilities were was to provide Imaging, Setup, Deployment and Support on all Windows 7 machines being deployed. Also I was responsible for providing Inventory and documentation on PC’s that were deployed and replaced

Application Support Technician Mortgage Cadence Loan Origination Software for 300 Plus users In-house and remotely.

Icon Residential Lenders /Ovation Home Loans Maintained and Supported 450 In-house Users at two Locations with Desktops Support and Network Issues Teir 2Rushmore Home Loans : Application Support for Loan Origination Software for 300 Plus users In-house and remotely

Provide Desktop Support / Network Support Tier 2 for Administrative Offices, Operations Center and 17 Branch Offices