Samuel B. Email & Phone Number

Sacramento, Ca, Us

Sacramento, Ca, Us

United States

Sacramento, California Area

· Administrator in both ITSM and Accenture ServiceNow service desk ticketing management systems· Runs various quality control reports on a daily basis to provide to the management staff · Create trending data presentations to management staff· Assist with creating archives for backup on FI$Cal Service Center shared mailboxes· Communicate effectively with staff and management· Diligent in completing task/projects consistently before deadlines· Team Leader and trainer for FI$Cal Service Center staff and new hires on procedures, processes, and ticketing systems· Assist with password resets and PeopleSoft application errors· Provide security maintenance reports· Perform incident notifications and escalations to ensure minor Production downtime· Troubleshoot system issues and provide functional support for general ledger accounting, etc.· Execute test scripts in both Production and non-Production environments

Sacramento, California Area

· Maintained user accounts including membership and contact information· Maintained security camera and alarm systems as well as the temperature management system· Assisted remote users via the Remote Desktop tool· Successfully supported a site generating more than one million dollars daily independently · Responded to requests for technical assistance in person and remotely, analyze and resolve technical hardware and software issues · Researched and analyze questions using available resources, advise end-user on appropriate actions for troubleshooting issues · Prepared and managed documentation needed to meet administrative and reporting requirements.· Maintained regular communication and informed leads/supervisors/managers of all issues related to the functional business areas. · Installed, configured and troubleshoot for desktops, laptops, mobile devices, Microsoft Office Suite, Printers, Anti-virus software. · Troubleshoot incidents and issues to resolution and completion. · Created and maintained users and groups for multiple systems and performs various services to manage accounts. · Provided technical expertise to the Desktop Support Unit, including troubleshooting user operating problems, application problems. · Provided presentation to staff, management, and business partners on software, hardware and IT services.

Folsom, California

· Provided technical support to end users· Created Group Policies within Active Directory and ensured forests stayed organized· Reset and unlocked domain accounts within Active Directory· Assisted in assembling and configuring new personal computer hardware when it is received from vendors · Assisted in assembling and configuring new server hardware when needed per client requirements · Installed and configured application software along with various required system files and utilities according to approved specifications standards and procedures· Maintained problem status for each problem ticket assigned according to current standards and specifications and monitor support performance goals· Performed asset management functions for all assets according to current policies and procedures· Provided support for hardware, software, and/or network connectivity problems. · Maintained problem status for each problem ticket assigned according to current standards and specifications· Obtained patches, fixes, and product updates with appropriate hardware and software vendors· Traveled to offsite clients to diagnosis and analyze the networking and security devices· Worked closely with network administrators to build and secure new networks. · Tested and maintained after implementation DNS, DHCP, and remote access services· Provide on-call support outside normal business hours as needed