Software Analyst and Lead Technician

• May 2021 - Present

- Document decisions and the supporting reasons for the action made at each design meeting. - Manage tasks according to prescribed project priorities and provide progress reports on projects. - Responsible for troubleshooting software applications and document technical resolutions for research tickets. - Facilitate knowledge transfer by presenting results of all analysis and deliverable to project teams. - Provide regular progress reports and updates on tasks and job estimates to supervisor and project management as necessary Show less

Technical Support

• Oct 2017 - Apr 2021

- Assist in monitoring all computer systems within the organization that are operational throughout an associate’s workday. - Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support via Zoho CRM and Zoho Desk. - Level 2 Support, Combination of remote and onsite Support via TeamViewer and Zoho Assist. (50 Internal and 400 External). - Responsible for imaging and software installs on end user devices: Desktop, Laptops and Mobile Devices. (Windows 7,8 and 10, Linux and IOS). - Hands on management of network, server, storage and operating systems (Windows). Show less

PC Technician

• Aug 2017 - Sep 2017

- Logged/Generated/Acknowledged tickets in Service Desk to internal Employees. (20 -30 Tickets /Day ). - Using SCCM to deploy Microsoft Windows images and install applications required for the user - Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients), Tablets & Smartphones (IOS & Android). - Setup and Maintenance Different Devices (Desktop/Laptop/Router/Printer). Show less

Customer Service Representative

• Jan 2016 - Aug 2017

IT JOB SHADOW

• Mar 2017 - May 2017

- ID Card Management (Creating, Resolving, Managing) - Helpdesk Support to Employee, Classes and Events. - Managing Hardware Devices – Desktop/Laptop/Router/Switches/Firewall - Shadowed resolving issues for different user and other issues in the network and windows server. - ID Card Management (Creating, Resolving, Managing) - Helpdesk Support to Employee, Classes and Events. - Managing Hardware Devices – Desktop/Laptop/Router/Switches/Firewall - Shadowed resolving issues for different user and other issues in the network and windows server.

Jr. Network assistant

• Jul 2014 - Dec 2014

- Managing the network inside the campus - Creating Floor-plan and Network design for the server rooms on Cisco packet tracer for better problem solving. - Managing the network inside the campus - Creating Floor-plan and Network design for the server rooms on Cisco packet tracer for better problem solving.

Application Analyst

• Mar 2014 - Jun 2014

- Troubleshooting and testing the Application. - Stress-Testing the app to find bugs. - Troubleshooting and testing the Application. - Stress-Testing the app to find bugs.