Vanessa W. Email and Phone Number

Worked with our users, managers, and security to get users the access they needed while maintaining a secure environment.Took incoming tickets, and worked on escalated tickets when it was an Access Management issue. Assisted with the setup of Apple Products to work with the company system. Including iPhone, iPad, and Mac. Escalated tickets to a specialist group when needed after reviewing the ticket and adding any needed notes.Assisted users with PCs, Printers both local and network, server access, and phone access.Checked Metrics on tickets to keep them within SLA agreements.Noted all correspondence and changes in Service Now. Wrote company notices of outages, had them approved, and sent out. Also did follow-up and noticed when the system was returned to service.Worked with users on VPN and connectivity issues.Helped to identify processes and procedures that could be made into Knowledge Base Articles, and then wrote the article for our Technical Writer to review and approve.Worked within SLA requirements, and notified Team Lead and Management Team if there would be an issue with maintaining SLA.Installed approved software for users with SCCM and manually.Assisted users in submitting software for approval by Legal and Security.Worked On-Call when scheduled and answered questions after hours as needed. Troubleshooting of Office productsUser PowerShell scripts for Exchange and troubleshooting. Took remote sessions to users' systems through Bomgar to assist with issues.Set up users' Smartphones on our AirWatch system for secure emails, teams, and access to the intranet. iPhone and Android.Edited SharePoint pages including Calendars and employee lists.Added Access for New Users and removed access from Terminated employees.Did inventory for the department and ordered needed items. The goal was to be sure we had enough items on hand for walk-ups and new users.Worked at the Tech Bar to assist walk-up users

Worked with our users, managers, and security to get users the access they needed while maintaining a secure environment.Worked with users on the phone, by ticket, and in person.Took incoming tickets, and worked on escalated tickets when it was an Access Management issue. Assisted with the setup of Apple Products to work with the company system. Including iPhone, iPad, and Mac. Escalated tickets to a specialist group when needed after reviewing the ticket and adding any needed notes.Assisted users with PCs, Printers both local and network, server access, and phone access.Noted all correspondence and changes in Service Now. Wrote company notices of outages, had them approved, and sent them out. Also did follow-up and noticed when the system was returned to service.Worked with users on VPN and connectivity issues.Helped to identify processes and procedures that could be made into Knowledge Base Articles, and then wrote the article for our Technical Writer to review and approve.Maintained a OneNote database that I used to help identify items that needed to be added to our Knowledge Base.Worked within SLA requirements, and notified Team Lead and Management Team if there would be an issue with maintaining SLA.Installed approved software for users with SCCM and manually.Assisted users in submitting software for approval by Legal and Security.Worked On-Call when scheduled and answered questions after hours as needed. Fixed issues from Home when possible, but I did return to the office for some issues. Took remote sessions to users' systems through Bomgar to assist with issues.Set up users' Smartphones on our AirWatch system for secure emails, teams, and access to the intranet. iPhone and Android.Added Access for New Users and removed access from Terminated employees.Did inventory for the department and ordered needed items. The goal was to be sure we had enough items on hand for walk-ups and new users.Worked at the Tech Bar to assist walk-up users

Utilized Service Manager Ticketing system to fulfill user requestsImaged, and set up computer systems for new users, and replacement devices for existing users.Shipped units to users that were not local and worked with FedEx when shipments did not go as expected.Created a OneNote database of types of user setups, equipment utilized, and any special setup information required.Assisted users with submitting requests and getting special requests to the correct areas.

Utilized Remedy Ticketing program for requests from UsersPrepared, and shipped needed Laptops, Desktops, and Macs for new users. Including Dell, Lenovo, Mac, and HP brands.Liaised with the user to provide computers compatible with users' needed specifications or advised them what needed to be ordered to meet those specifications. Then, if needed, assisted the user with the internal ordering program for special orders.Checked Metrics on tickets to keep them within SLA agreements.Assisted in the Tech Stop area when the usual team was short-handed.Identified issues that were causing our users problems, and worked with the needed teams to get these issues fixed on a global scale.Special project: Taking on computers for “Warranty Repair”Returned over $200,000 worth of computers to circulation that had been overlooked. o Performed troubleshooting steps to determine issues with computers. Sent Warranty repair request to our Warranty Repair Vendor. Tracked and organized all parts as they were shipped to us for the vendor to perform the repairs. Special Project working with LCM (Life Cycle Management) Team on the upgrade to Windows 10 project. Determined if the computer was at the end of its lifecycle and needed to be replaced, or if it could progress to be upgraded to Windows 10. Backed up user data to a secure server, upgraded the system to Windows 10, and then restored User data. Reinstalled any software user had requested from the company portal or had special permission for outside vendor software. If the user was designated as “Legal Hold”, make sure that proper procedures were followed for notifying the Legal Hold backup group, and getting any retired PCs to them for storage. Documenting Retired PCs to be sent to the recycler. Assisted user after upgrade with first-time login, and verified that Office365, Skype, OneDrive, and any network drives were connected properly.

Assisted trainers of Nurses in using the Elsevier systemAssisted in setting up programs, testing, and grading for students on the Elsevier Learning Management SystemTroubleshooting of computers and networks that used our Learning Management System to be sure that tests and grades went through in the time required.Worked with the Sales Department to assist clients with Passwords, Access, and Customization of the system. Worked with the Sales Department to verify Instructor credentials to allow access to training materials on our system.

Assisted clients in a Windows environment with connectivity, network, hardware, and software issues.Assisted users in connecting to our network. Including VPN, and WiFi.Resolved issues remotely such as software problems, security issues, faxing, and printing.Assisted Patients in signing up for the MyMercy service to access their medical records.Troubleshooting of VoIP PhonesDocumenting tickets in Service Manager, updating, and providing timely resolutions.Escalating urgent tickets to be sure our patients receive the best care.Phone support for Doctors’ offices running Epic software.

Worked with Field Technicians to get systems online and working as specified.Troubleshooting of VoIP PhonesTroubleshooting of Network connections and working with different LECs to return systems to correct operation.Troubleshooting CradlePoint (Cellular Data Network) connections.Troubleshooting Wireless Access Points with clients and technicians.Ordering parts for sites when defects or damage are found.Documenting tickets in CRM, updating, and providing timely resolutions.Contacting other company Helpdesks to keep them up to date on the progress of cases and plans to return sites to operation.Working with individual clients to return systems to operation if possible.Dispatching Field Technicians to sites that needed assistance on site.Utilizing online Chat with clients, other helpdesk, and Field Technicians when needed.

Assisted clients in a Windows environment with connectivity, network, hardware, and software issues.Resolved issues remotely such as software problems, security issues, faxing, and printing.Worked with outside vendors in resolving issues when needed.Phone support for Doctors’ offices running proprietary software eClinicalWorks.Used multiple connectivity platforms, including, TeamViewer, JoinMe, and GotToMyPC.Utilized CRM to document and track cases.Assisted Clients in meeting HIPAA requirements.

Seasonal job, taken while seeking IT employment. It was a lot of funResponsible for applying makeup, props, and wardrobe for 160 actors.Trained others on the use of hardware for preparation.Accountable for preparing actors for their roles in FrightFest on time.Facilitated real-time inventory control on all props and wardrobes.Implemented a streamlined process for makeup application and wardrobe.

Network Operations Center (NOC) Help Desk AnalystAssisted internal clients in an AS/400 environment with connectivity, network, and hardware issues.Wrote Technical/Troubleshooting manual for use in the department.Utilized HEAT ticketing system for documentation and escalation purposes.Performed nightly backups and system monitoring on several AS/400 systems. Both locally and remotely.Internal clients included approximately 20 casinos and 12 hotel locations across the US.Real-time monitoring of the system to maintain maximum uptime.

Help Desk Analyst for Medical professionals with an emphasis on helping them quickly while keeping the equipment easy to use. Assisted clients in a Windows environment with connectivity, network, hardware, and software issues. The area covered has 5000+ clients.Wrote procedure notes meeting HIPAA regulations and shortcut books for departmental use.Phone support for Doctors’ offices, taking approximately 50 calls per day. Resolved issues over the phone, such as connectivity, printer problems, and computer errors, and making sure they receive lab reports in a timely fashion. Worked with outside vendors in resolving some issues, getting equipment replacements, and training clients in the use of the system.Tested new software in an evolving technical area with an emphasis on ease of use. Escalated tickets through the PEREGRINE ticketing system when needed.

Data Center Operator in the Network Operations Center (NOC)Created the Data Center Operations Manual and updated it as our processes evolved.Head of Employee Committee for our locationBuilt Databases for running Daily, Weekly, and Monthly reports.Performed continuous monitoring of system funcitons and interfaces.Responded to incoming calls from our Call Centers to assist with technical difficulties.Reported any issues to the needed groups for repairs and followed up on resolutions.