INSIGHT GLOBALPremier provider of IT employment solutions to Fortune 1000 customers. Through a nationwide network of 41 regional offices, Insight Global provides clients exceptional IT technicians and consultants to meet the demanding technology challenges of today. May 2015 - CurrentSenior Desktop Support Technician at Assurant.

Lead IT Support AnalystProvided Help Desk and Desktop Support for all Citrix employees across the Americas. Coordinated, diagnosed, and troubleshot employee issues, provided support services to employees with technical problems and information and cloud technology issues involving desktops, laptops, mobile devices or IT services from local personnel or from employees using remote network access. • Recognized for consistently meeting or exceeding standards for timely resolution of… Show more Lead IT Support AnalystProvided Help Desk and Desktop Support for all Citrix employees across the Americas. Coordinated, diagnosed, and troubleshot employee issues, provided support services to employees with technical problems and information and cloud technology issues involving desktops, laptops, mobile devices or IT services from local personnel or from employees using remote network access. • Recognized for consistently meeting or exceeding standards for timely resolution of problems or escalations on behalf of customer to appropriate technical personnel. Provided case status updates to management and end-users.• Developed training documentation for second-level tech support on GoToMeeting, GoToTraining, GoToWebinar, and OpenVoice software eliminating dependence on third-level support for those applications.• - Reduced repeat new-hire tickets by approximately 40% by proactively creating orientation program for new users across Americas, coaching end users on virtualization using company tools and Citrix proprietary applications shortly after receiving initial support ticket.• Maintained system security and integrity with telecom vendors by coordinating monthly telecom vendor interfaces which required creating temporary vendor accounts and monitoring VPN tokens and access.• Selected by department head to travel to San Juan, Puerto Rico as manager of new office integration shortly after joining Citrix fulltime. o Integrated new Puerto Rico acquisition into Citrix IT operations environment.o Validated telecom system was functioning properly down to end user, installed audio/visual equipment (Apple TV) for conference room, set up network printer, trained users on company IT processes, tools, and applications and resolved post-integration issues. Show less

MATRIX RESOURCES, Alpharetta, GA 2009-2012IT staffing company experienced in offering workforce solutions to include contract, contract-to-hire, and statement of work agreements as well as full service contingent workforce solutions.IT SUPPORT SPECIALISTProvided desktop support on several assignments at various companies in different industries, including construction, healthcare and communications. Duties ranged from training end users on various software packages… Show more MATRIX RESOURCES, Alpharetta, GA 2009-2012IT staffing company experienced in offering workforce solutions to include contract, contract-to-hire, and statement of work agreements as well as full service contingent workforce solutions.IT SUPPORT SPECIALISTProvided desktop support on several assignments at various companies in different industries, including construction, healthcare and communications. Duties ranged from training end users on various software packages, troubleshooting hardware and software issues, installing new hardware and providing on-call support 24/7 during critical periods of operation. Worked on the following assignments:Doosan Infracore Construction Company, Suwanee, GA, 2011 - 2012. - Ordered, installed, configured and troubleshot all computer systems, printers, and mobile devices for 75 users. - Trained end users on securing and organizing sensitive and historical data. - Advised IT management of specific needs of location as sales, training and distribution facility.Regency Hospital Company, Alpharetta, GA, 2009 - 2010. - Assisted local and remote users at 23 hospitals with support for PCs, printers and CPSI patient intake system. - Created, updated and removed user accounts from Active Directory as needed. - Entrusted by management as 24/7 on-call support agent for RHC hospitals across country.AT&T, Alpharetta, GA, 2009. - Served as IT Retail Store Technician. Troubleshot and resolved problems with POS PC systems, as well as printers, payment kiosks and digital signage in AT&T retail stores across US. - Used SQL queries in regional and main databases, assisting in resolving end-of-day close out conflicts. Show less

TEKSYSTEMS, Atlanta, GA 2007 - 2008IT staffing company with longstanding history and industry-leading position in providing IT staffing solutions, IT services and talent management.COMPUTER REFRESH TECHNICIAN, McKesson, Alpharetta, GA 2008Created backups of user data for migration to new desktops and laptops. Installed MS Windows on new computers using company-approved images.- Migrated user data via Symantec Ghost server or directly from user’s old PC to new reimaged… Show more TEKSYSTEMS, Atlanta, GA 2007 - 2008IT staffing company with longstanding history and industry-leading position in providing IT staffing solutions, IT services and talent management.COMPUTER REFRESH TECHNICIAN, McKesson, Alpharetta, GA 2008Created backups of user data for migration to new desktops and laptops. Installed MS Windows on new computers using company-approved images.- Migrated user data via Symantec Ghost server or directly from user’s old PC to new reimaged PC.- Verified with users that all data had been migrated intact.DESKTOP SUPPORT TECHNICIAN, AT&T, Alpharetta, GA 2007Supported PCs, laptops and mobile devices for all AT&T internal users.- Created and maintained user accounts via Active Directory including rights, security and system groups. Show less