Provide Tier 3 hardware and software support for all Microsoft Office desktop products, Internet Explorer, Dell computers and laptops, and HP peripherals and other componentsRespond to Help Desk requests received directly from clients and utilize current call-tracking softwareAnalyze & resolve user software/hardware issues remotely and/or on-site.Manage desktop software application installations, troubleshooting, and supportCollect, organize, and develop written procedures on… Show more Provide Tier 3 hardware and software support for all Microsoft Office desktop products, Internet Explorer, Dell computers and laptops, and HP peripherals and other componentsRespond to Help Desk requests received directly from clients and utilize current call-tracking softwareAnalyze & resolve user software/hardware issues remotely and/or on-site.Manage desktop software application installations, troubleshooting, and supportCollect, organize, and develop written procedures on all supported desktop applicationsCollaborate with ITD teams to develop and maintain documentation related to asset tracking, standard software configuration and software installationSupport maintenance of Test lab and loaner equipmentMaintain PC imaging on required devices Provide on-site and virtual technical support for VTC conference and other web conferencing platforms, troubleshooting of AV/VTC issuesConduct end user training and assist users with technical needsSupervise hardware refreshes and physical inventories, including in-person supervision of college students during the summer Show less

Transferring data to new computersComputer imagingInstalls software applications and doing asset inventoryProcessing service ticketsFollowing VITA policies in protecting dataDemonstrates excellent customer service skills

• Identified project/production issues and worked with project team to provide solutions or escalations to avoid project delays• Coordinated implementation activities across a broad range of functions and departments • Worked with project teams to develop and document processes and procedures• Answered inbound calls for members with inquiries.• Served as primary point of contact for project information and updates

• Performed SCCM on user desktops/laptops• Provided Tier I and II support to Wells Fargo internal users on the company’s network that included approximately 30,000 users• Created and implemented an Active Directory recovery plan• Provided technical support by calls and emails• Troubleshoot network connectivity of the cable broadband modems• Provided routine phone, remote support, troubleshooting and systems maintenance, including backup and restoration activities, updating… Show more • Performed SCCM on user desktops/laptops• Provided Tier I and II support to Wells Fargo internal users on the company’s network that included approximately 30,000 users• Created and implemented an Active Directory recovery plan• Provided technical support by calls and emails• Troubleshoot network connectivity of the cable broadband modems• Provided routine phone, remote support, troubleshooting and systems maintenance, including backup and restoration activities, updating patches and virus definitions, handling DNS and IP addresses and hardware troubleshooting• Resolved local area networking issues to ensure connectivity to the state network• Worked with the Infrastructure and Server teams as necessary to resolve incidents• Handled IT services that included but is not limited to network security, system monitoring, troubleshooting and remediation, alert resolution, system support for windows operating system, install upgrade/replacements for HP printers, laptops, and desktops• Used Microsoft Office 2010, 2013 & Outlook, Windows 7 & 10, Networking, Internet Explorer, Mozilla Firefox, Google Chrome, Java, Adobe Acrobat, PDF Creator and Remedy software Show less

• Created new process monitors• Performed daily reviews of claims, calls and processes and periodic validation of processes monitored and recommend necessary changes and/or process improvements• Sent monthly results via MS-excel to Sr. Managers/customers/process owners in operations• Partnered with business managers to identify root cause of defects; assisted in resolution and troubleshooting• Documented and tracked critical errors

• Provided technical support• Supported Active Directory services.• Administrated and supported Office 365• Redirected or provided necessary follow-up with customer’s service management to ensure issues were satisfactory resolved

• Customer service and sales-via phone and in person• Licensed and appointed to write Virginia life insurance & annuities

• Performed SCCM on user desktops/laptops• Assisted in database conversion from Microsoft Access to OnBase• Identified database requirements by interviewing customers, analyzing department applications, programming, and operations and evaluating existing systems. Recommend solutions by defining functional capabilities• Prepared users by conducting training, providing information and resolving problems

Evaluated Joomla to CRM integrations. Installed scripts in the Virtualmin Control Panel.