Ticketing Tool. (Service Now)Active Directory Tasks.SSL Certificates (Create, Install, bindings and redirects).Create, restore and backup databases.Manage applications using 2X publisher console.Install printers and drivers in Windows ServerManage windows services.Connect to client computer to diagnose problems (Bomgar)

ServiceDesk SupervisorTasks & Responsibilities• Creation and adaptation of SOP’s to enterprise needs.• Create and manage user accounts for email and active directory.• Purchase, management and configuration of computer equipment for new staff.• Acquire, install, or upgrade computer components and software.• Coordinate team members to provide assistance to users in a corporate office.• Ensure that all work orders are properly entered, responded to, and closed in a timely fashion.• Troubleshoot Office Systems including Windows-based PC’s, network, infrastructure, printing, telephones, and other systems.• Respond to service requests by talking with users, responding to written work requests, dispatching technicians.• Keep administration of inventory assets.• Assist users working in other cities by contacting local vendors and providers, making remote connections using bomgar.• Install virtual machines in order to run incompatible or obsolete software.

Schedule and monitor ad hoc and production jobs. Ensure jobs and activities are completed accurately and on-time. Analyze internal user procedures, process workflow, and deadlines. Maintain production reports and logs. Coordinate turnover between shifts to ensure a smooth transition. Troubleshoot processing problems and resubmit jobs as necessary and/or escalates the problem. Evaluate processing workload and schedule jobs using job-scheduling software. Make sure that proper notification and escalation procedure on missed checkpoints or other batch/online processing delays are being followed. Perform various operations and library functions, such as back-up and error recovery, data/document control and report output distribution. Join meetings to coordinate with other team members during maintenance windows for server patching.

Server monitoring and execution of backups using tools like Sympana, CommVault, AS/400, vRanger, Replay, Symantec NetBackUp, Backup Exec, Networker, Tivoli Storage Manager, OpenVMS, CA ARcserve NetCool, Creation of tickets using BMC Remedy and Peregrine Service Center. Connect via Remote Desktop to verify services on virtual boxes.

Help customers to troubleshoot, diagnose and resolve problems related with virus infections, windows errors (XP, 7 and Vista ) Connectivity support for devices like wireless routers, switches, cable/adsl modems, wireless usb adapters, wireless printers, ip webcams. Install operating systems like Windows XP, Vista, 7, OSX. E-Mail Client configuration, Eudora, Lotus Notes, Microsoft Office Outlook, Mozilla Thunderbird, Opera Mail, Windows Live Mail, Apple Mail.

Troubleshoot and diagnose connectivity problems related with firewalls, connection ports, MTU and NAT settings. Help customers to get their consoles through warranty procedure whenever it was applicable. Assist with connection home theater or A/V receivers to the XBOX 360 gaming system in order to provide a better gaming experience

First line of support for customers who needed to adjust, inquire or make payments on their bills. Explain services provided by the company, sale services like voip phone, internet or cable television, triple play. Provide side-by-side assistance to other agents in order to help them to reach team goal metrics.