• Experience in updating, configuring and troubleshooting PC operating systems Windows 7 and Windows 10• Support user remotely using Windows MRSA• Setting up Dell hardware for user • Experience in manging tickets in ITSM ticketing system• Support users setting up and managing their physical and virtual smart card• Assisting users with setting up HP plotters T-1300 and printers • Supporting users with Lotus Notes • Support new users with Day 1 support• Excellent customer service etiquette, ability to multi-task and analytical and problem solving skills• Setting up user mobile devices on the MDM

Support 34,000+ users company-wideEnter tickets into service desk system Computer Associates Service Desk Manager and route to the appropriate support group.Handle ticket prioritization and escalation. Identify and escalate situations requiring urgent attention.Perform queue management.Maintain IT Service Desk knowledge base and document resolutions for future reference.Provide user assistance and troubleshoot computer hardware, software, telephone, DSTV, and radio purchase requests. Research questions using available information resources.Update IVR (interactive voice response) as necessary.Train users on request management or ticket management software as necessary.Perform ticket analysis as required.Provide user assistance with new user or change requests.Provide adequate and timely feedback to users on tickets.Coordinate setup of new users into various IT systems, including Service Desk Manager, Active Directory.Document ticket information in a clear and concise manner.Use and support SAP and Citrix applications.Perform ticket analysis and generate management reports.Coordinate activities with third party vendors as needed.Perform second level support for service desk activities.Coordinate activities for VPN access including basic troubleshooting.Manage root cause analysis process and documentation.Perform incident management.Work with regional and global teams to define processes. Responsible for regional or site implementation and compliance for processes related to IT facilities or service delivery, as applicable. Microsoft Exchange administration, including mailbox creation, mailbox management, mailbox removal.Ensure all requirements of the Sarbanes-Oxley (SOX) legislation are met and the required controls are in place and being maintained.Has an overall understanding of the objectives and functions of the company, business units and departments serviced by IT.Education Sales Management

Provided current and accurate information about courses to clients.Set up quotes for all courses requested by clients.Scheduled appointments with Sales Representatives to contact clients.Lead QualifierContacted prospective students to qualify their level of interest in the client’s program. Once qualified, moved them further in the process and put them in touch with the client’s Admissions Officers.Scheduled appointments to call students at their convenience.Gave accurate student information to Admissions Representatives.

Helpdesk and desktop support for 950+ users company-wide.Problem analysis and resolution at both a strategic and functional levels.Set up/remove users in Active Directory.Maintained an inventory of all users and assets in Active Directory.Utilized Active Directory 2010 and Microsoft Exchange 2007 to create and maintain email accounts/mailboxes.Created and maintained distribution lists in Microsoft Exchange 2007.Troubleshot VOIP hardware.Performed FTP and VPN account management.Resolved technical issues regarding hardware, software, network, internet, email, printing, and general technology needs for company users.Monitored, repaired and troubleshot PC’s and laptops while maintaining a high level of customer service.Performed Blackberry, Android, and iPhone mail device set up, management, and troubleshooting.Diagnose and repair telephony issues (Interactive Intelligence). Gained experience with Ghost Imaging and Microsoft Deploy.Environment: Windows XP, Windows 7, Microsoft Server 2003, Microsoft Office (XP, 03, 08, 2010), VPN, VLANS, VOIP Telephony (Interactive Intelligence), ODBC set-up, PST

Provided a high level of customer service for the CheapTickets.com account.Accurately explained ticket rules to the customer.Made any changes allowed within the guidelines and policies of the fare carrier.Collected additional payments for any changes using the guidelines and policies of the carrier.Supported customers in website purchases.Reported all changes from the customer to the carriers.

Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries and billing disputes.Negotiated payment arrangements.Collected payments on past due accounts.Strived for one-call resolution of customer issues.Served as a GMA Mentor to new employees.

Troubleshot phones and services provided by Nextel.Provided customer with concise and accurate billing information.Modified account information and/or services as requested by the customer.Provided technical support to customers on the operation of Nextel phones.Provided support to Denver Customer Care Inbound, Market Personnel and direct and indirect sales representatives for all billing issues.Gained experience working with Collections, Cash Receipts, Fraud, Refunds, etc.