Infrastructure Administrator

• Dec 2021 - Present

Troubleshoot, address, and resolve server, networks, and telecom issues. Implement new end-user devices and configure them to work on our network. Work with local users to address issues and implement improvements to user access and server side access. Audited file accesses for multiple shared drives and corrected access as requested by management. Revamped the wireless access system; the site was oversaturated with access points causing terrible interference and overlaps – removed all access points and hung them strategically to maximize coverage and reduce network congestion. Implemented several projects and ideas that have eased end-user frustrations and complaints and made their quality-of-life better. Worked to create proactive monitoring systems to alert myself and my team to issues that can be addressed before they became an issue. Managed group policies for my building to assist in easily deploying shortcuts that were needed for business purposes. Also used group policies to assist in deploying software to the machines for easier deployment. Show less

Advanced Support Analyst

• Sep 2021 - Dec 2021

Infrastructure Administrator

• Jan 2019 - Sep 2021

Troubleshoot, address, and resolve server, networks, and telecom issues. Implement new end-user devices and configure them to work on our network. Work with local users to address issues and implement improvements to user access and server side access. Audited file accesses for multiple shared drives and corrected access as requested by management. Revamped the wireless access system; the site was oversaturated with access points causing terrible interference and overlaps – removed all access points and hung them strategically to maximize coverage and reduce network congestion. Implemented several projects and ideas that have eased end-user frustrations and complaints and made their quality-of-life better. Worked to create proactive monitoring systems to alert myself and my team to issues that can be addressed before they became an issue. Managed group policies for my building to assist in easily deploying shortcuts that were needed for business purposes. Also used group policies to assist in deploying software to the machines for easier deployment. Show less

Technical Support Specialist

• May 2018 - Jan 2019

Troubleshoot client specific applications and escalate them accordingly to minimize the impact to patients that are currently being treated. Dealt mainly with Citrix applications and learned how to utilize Citrix Director for troubleshooting issues within Citrix. Escalate issues to 3rd party vendors and work with them to coordinate resolving end users issues. Create documentation for new issues that arise and how to resolve them without involving outside sources (unless there was no other option than to go directly to the vendor). Work with the senior system engineers to address issues with infrastructure and work through to resolution, documenting what changes were made and how to address the issue should it come up in the future. Image, setup, and deploy desktop and laptops, as well as any required peripherals that may be needed. Maintain printers and order supplies as needed, as well as clearing paper jams and replacing components as needed. Show less

Helpdesk Team Lead

• Dec 2013 - Jan 2018

-Troubleshoot and resolve a wide variety of desktop issues ranging from hardware diagnostics and upgrading/replacing components to software support. -Troubleshoot client specific software and work the vendors of said software to resolve issues that required escalations. -Set up and deploy desktop for clients that ordered new hardware. -Troubleshoot and resolve network connectivity issues; both wired and wireless. -Troubleshoot and resolve a wide variety of desktop issues ranging from hardware diagnostics and upgrading/replacing components to software support. -Troubleshoot client specific software and work the vendors of said software to resolve issues that required escalations. -Set up and deploy desktop for clients that ordered new hardware. -Troubleshoot and resolve network connectivity issues; both wired and wireless.

IT Support Specialist

• Dec 2013 - Mar 2014

-Troubleshoot and resolve a wide variety of desktop issues ranging from hardware diagnostics and upgrading/replacing components to software support. -Troubleshoot client specific software and work the vendors of said software to resolve issues that required escalations. -Set up and deploy desktop for clients that ordered new hardware. -Troubleshoot and resolve network connectivity issues; both wired and wireless. -Troubleshoot and resolve a wide variety of desktop issues ranging from hardware diagnostics and upgrading/replacing components to software support. -Troubleshoot client specific software and work the vendors of said software to resolve issues that required escalations. -Set up and deploy desktop for clients that ordered new hardware. -Troubleshoot and resolve network connectivity issues; both wired and wireless.

IT Support Specialist II

• Oct 2012 - Nov 2013

Dedicated support specialist for VIP’s, FTP issues, and specialty team support within The Bank of New York Mellon. Troubleshoot hardware and software issues. Route tickets to the proper queues for additional support when options were exhausted at Tier 1. Document issues fully and thoroughly for additional support to completely understand what the issue is. Follow strict security guidelines and federal regulations to keep information confidential. Managed mobile devices such as Blackberries, iPhones, and iPads. Show less

Desktop Support Technician

• May 2012 - Aug 2012

-Troubleshoot and resolve a wide variety of desktop issues ranging from hardware diagnostics and upgrading/replacing components to software support. -Troubleshoot client specific software and work the vendors of said software to resolve issues that required escalations. -Set up and deploy desktop for clients that ordered new hardware. -Troubleshoot and resolve network connectivity issues; both wired and wireless. -Assisted in developing processes and procedures that reduced the amount of billable that had to be spent on projects. -Documented the processes for setting up specific client software that was previously undocumented; this resulted in a drastic reduction in the amount of time that it took to set up and deploy a new workstation on-site. -Set up and managed Office 365 accounts for clients. -Managed mobile devices for clients, including Blackberrys, iPhones, iPads, and Android devices. Show less

Enterprise Help Desk Support Technician

• Jul 2011 - Apr 2012

•Troubleshoot a wide variety of issues, covering hardware, Windows XP and Windows 7 operating systems, Customer Off The Shelf (COTS) applications, networking connectivity, Active Directory, servers, and shares. •Meet very specific metrics, including average handle time, first-call resolution, and average hold time, among many others. •Adhere to very strict security guidelines and policies. Very flexible as call volumes change on a daily basis. •Given an opportunity to work with new hires for training and mentoring purposes as a mid-level agent between Tier 1 and Tier 2; the official title for this position is a Tier 1.5 Agent. •Given an opportunity to learn some aspects of Tier 2 processes and functions. Show less

Receiving Team Leader

• May 2010 - Oct 2010

•Handled all of the inventory for my store. •Responsible for accurate inventory numbers for over 40,000 SKUs. •Ensured that all inventory was received into our computer systems per policy and procedure. •Responsible for ensuring that all invoices were placed in their proper storage locations. •Received all products into the store using their receiving techniques and policies. •I was accountable for accurate inventory and special orders as well as ensuring that product was on the floor and not left in the stock room. Show less

General Store Manager

• Oct 2007 - Oct 2009

•Oversaw daily store operations including but not limited to: making schedules, operated within designated store budgets, oversaw inventory accuracy, customer service. •Responsible for managing a team of up to 8 employees at any given time. •Hired, trained, and scheduled staff at the appropriate times to ensure full floor coverage at all times. •Designed and set numerous store budgets, including payroll and store use expenses. •Resolved any and all customer complaints in a timely fashion. Show less

Sales Floor Associate

• Nov 2005 - Oct 2007

•Excellent customer service was my number one priority. •Had numerous “fish cards” – a fish card is an acknowledgement from management signifying that I had given exceptional customer service. •Maintained a clean and presentable work area. •Assisted the stock crew with our freight delivery. •Asked creative questions to our guest to ensure a positive product match for the customer and their pets. •Excellent customer service was my number one priority. •Had numerous “fish cards” – a fish card is an acknowledgement from management signifying that I had given exceptional customer service. •Maintained a clean and presentable work area. •Assisted the stock crew with our freight delivery. •Asked creative questions to our guest to ensure a positive product match for the customer and their pets.