Primo Banez Email & Phone Number

Orlando, Fl

• Determine problem of concern from different Offices and Remote Users via telephone and e-mail.• Support Desktop and Laptop running Windows 7 and 10 operating system.• Configure and troubleshoot Outlook 2010, 2016, and OWA e-mail clients.• Maintain network connectivity via LAN, WAN, Remote Access Services using VPN and Citrix.• Administer domain accounts and grant access through Active Directory.• Enroll Android and iPhone into AirWatch to synchronize Firm messages, calendar, and contacts.• Install, manage, and troubleshoot RSA SecurID app on Android and iPhone devices.• Troubleshoot Citrix profiles and end hanged sessions.• Manage Document Management Systems using iManage DeskSite 9.• Utilize remote desktop administration for correcting most issues via Bomgar and DSM NetReflect.• Clear print queues and restart printer spoolers to resolve network printing issues.• Document and route incidents to the various IT Support teams through SysAid ticketing system.

Chicago, Il

• Provide outstanding customer support for end-user computing environment.• Demonstrates a working knowledge of best practices, follows documented processes and procedures in facilitation of service recovery, refresh, maintenance, moves and various other project related activities. • Effectively interacts in collaboration with immediate team, vendors, customers and all levels of Information Service staff.• Utilizes incident, project management systems to document and record all activities associated with client requests and incidents.

• Performed desktop support on Desktop and Laptop computers running Windows 7 with Office 2010.• Worked with technical issues, troubleshooting, installation, configuration, and upgrades.• Activated and troubleshot Blackberry, iPhone, and Android for Firm messages, calendar, and contacts.• Assisted in setting up computers in Conference Rooms. • Managed incidents through FrontRange HEAT Service Management.

• Determined problem of concern from different Offices and Remote Users via telephone and e-mail.• Supported Desktop and Laptop running Windows 7 and XP operating system.• Configured and troubleshot Outlook 2010, 2007, and Lotus Notes 8.5 e-mail clients.• Maintained network connectivity via LAN, WAN, Remote Access Services using VPN and Citrix.• Activated and troubleshot Blackberry and iPhone to synchronize messages, calendar, and contacts.• Installed, managed, and troubleshot RSA SecurID on Blackberry and iPhone.• Troubleshot Citrix profiles and end hanged sessions.• Administered domain accounts and grant network drive access through Active Directory.• Managed Document Management Systems using iManage DeskSite 8.5.• Added and granted access to timekeepers in Carpe Diem. • Reset Avaya voicemail passwords via Avaya Messaging Administration.• Utilized remote desktop administration for correcting most issues via SMS, pcAnywhere, and WebEx.• Created and routed incidents to the various IT Support teams through HEAT Call Logging system.

• Determined problem of concern for Home Office, Region, and Remote Users over the phone.• Instructed end-user on troubleshooting/configuring their Desktop and Laptop running Windows XP.• Maintained networking for Home Office, Regional, and Remote Access Services using VPN.• Installed, configured and troubleshot Lotus Notes and Outlook e-mail clients.• Utilized remote desktop administration for correcting most issues via SMS and LogMeIn.• Reset and unlocked domain and intranet accounts through Active Directory and PSynch.• Cleared print queues and restarted printer spoolers to resolve network printing issues. • Activated and troubleshot Blackberry/Pocket PC to synchronize messages, calendar, and contacts.• Created and routed incidents to the various IT Support teams through Peregrine Service Center.

Schaumburg, Il

• Lead of Trouble Ticket Queue Management for the Help Desk.• Troubleshot and configured desktop and laptop running Windows 2000/XP.• Troubleshot and configured LAN and Dialup Networking connectivity.• Troubleshot and configured Remote Access Services using VPN.• Used SMS and PC Anywhere on remote desktop administration for correcting most issues. • Managed domain accounts; reset and unlocked account through Active Directory. • Managed network printers; cleared print queues and restarted printer spoolers.• Configured Microsoft Exchange on Microsoft Outlook and Netscape Mail.• Created and routed trouble tickets to the various IT Support teams through Remedy system.