IT Operations Assistant

• Jul 2021 - Present

Technical Support Engineer

• Oct 2020 - Jun 2021

Provide Help Desk/Service Center support, monitoring all inbound calls Take ownership of calls and attempt to resolve all calls at their level, only escalating when Tier 2 teams are necessary for problem resolution Support multiple hardware and operating system platforms including Mac, Linux, iOS and occasionally Windows as well as related software, printers, networks, remote access, and connectivity Apply solutions where possible and appropriately route calls and monitor all activities until the issue is effectively closed Work with management to continually hone Help Desk procedures and policies Support self-help and on-line training methodologies, to enable users to easily solve their own issues including documentation and video training Collaborate effectively with other Technology teams to define how end-user support should be coordinated, delivered, standardized and communicated Able to multitask in a highly complex, diverse, production environment Able to quickly prioritize decisions given incomplete and conflicting knowledge Configuration or administration of issue tracking systems such as ServiceNow Show less

IT Support Specialist

• Nov 2019 - Sep 2020

Monitor network performance and suggest improvements to decision makers Use of Windows 10 Quick Assist to help about 10 users daily in their offices to configure Outlook 365 Help users with their VPN connections to troubleshoot Outlook 365 failing to connect Reimaged Laptops with Windows 7 or 10 using a combination bootable USB Reset passwords, unlock accounts and set expiration date for accounts in AD Windows Server 2012 Configure Wi-Fi Routers security and instruct users how to prevent others to access their own data Provide phone, chat and email support for about 100 users. Instruct how to use Remote tools (Teamviewer,Anydesk) Consulting with clients to specify system requirements and generating tickets though helpdesk ticket system. Working with it support personnel Providing network administration and support Show less

Network Support Engineer

• May 2017 - Oct 2019

Install network hardware and software Troubleshoot and repair faulty hardware, software and provide L2,L3 support Provided support for corporate users to troubleshoot Computers with Windows 7 and Mac OS. Visit average 30 Users weekly at different offices to help them configure O365 apps in their mobile devices Maintain network and system security Monitor network performance and suggest improvements to decision makers Consulting with clients to specify system requirements and design solutions Working with it support personnel Providing network administration and support Show less

IT Administrator

• Apr 2012 - Mar 2017