Information Technology Help Desk Analyst ll

• Oct 2023 - Present

Information Technology Support Specialist

• Jun 2023 - Oct 2023

Provide full life-cycle user provisioning and administration for all operational/IT products. Develop and maintain a working knowledge of the integrations available and currently in-place for all information systems. Review and analyze technology adoption and operational data to assist with the creation of policies and processes to improve property and company performance. Assist with the creation and enforcement of Information Security policies and Disaster Recovery efforts… Show more Provide full life-cycle user provisioning and administration for all operational/IT products. Develop and maintain a working knowledge of the integrations available and currently in-place for all information systems. Review and analyze technology adoption and operational data to assist with the creation of policies and processes to improve property and company performance. Assist with the creation and enforcement of Information Security policies and Disaster Recovery efforts. Maintain the Corporate Vendor Management database and conduct annual audits to ensure all corporate vendors are compliant with cybersecurity policies. Assist with the implementation and maintenance of a cybersecurity training program. Assist with the implementation and maintenance of an endpoint management program. Review vulnerability & threat logs daily and mitigate risks as needed. Support Technology and Operations subject matter experts with developing solutions to issues and creating efficiencies. Troubleshoot issues on software interfaces and ensure department support cases are effectively resolved in timely manner. Assist with software implementations and upgrades including the preparation and validation of data required for new software setup. Coordinate with department members to provide support for program implementations and new system roll-outs to end users. Perform audits and challenge existing policies & procedures to promote efficiencies and changes in day-to-day operations. Research and evaluate emerging technologies and novel approaches in order to make recommendations to enhance business processes and create competitive advantage to ZRS Management. Show less Provide full life-cycle user provisioning and administration for all operational/IT products. Develop and maintain a working knowledge of the integrations available and currently in-place for all information systems. Review and analyze technology adoption and operational data to assist with the creation of policies and processes to improve property and company performance. Assist with the creation and enforcement of Information Security policies and Disaster Recovery efforts… Show more Provide full life-cycle user provisioning and administration for all operational/IT products. Develop and maintain a working knowledge of the integrations available and currently in-place for all information systems. Review and analyze technology adoption and operational data to assist with the creation of policies and processes to improve property and company performance. Assist with the creation and enforcement of Information Security policies and Disaster Recovery efforts. Maintain the Corporate Vendor Management database and conduct annual audits to ensure all corporate vendors are compliant with cybersecurity policies. Assist with the implementation and maintenance of a cybersecurity training program. Assist with the implementation and maintenance of an endpoint management program. Review vulnerability & threat logs daily and mitigate risks as needed. Support Technology and Operations subject matter experts with developing solutions to issues and creating efficiencies. Troubleshoot issues on software interfaces and ensure department support cases are effectively resolved in timely manner. Assist with software implementations and upgrades including the preparation and validation of data required for new software setup. Coordinate with department members to provide support for program implementations and new system roll-outs to end users. Perform audits and challenge existing policies & procedures to promote efficiencies and changes in day-to-day operations. Research and evaluate emerging technologies and novel approaches in order to make recommendations to enhance business processes and create competitive advantage to ZRS Management. Show less

Intune Mobile Expert

• Mar 2022 - Apr 2023

Senior Information Technology Specialist

• Oct 2021 - Feb 2022

Information Technology Support Specialist ll

• Dec 2019 - Oct 2021

Working efficiently with users to identify the root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services. Taking on task work within our enterprise systems and applications – provisioning accounts, troubleshooting issues in Active Directory, O365, Shoretel, Mitel and Genesys,SCCM, Salesforce, Jamf, Okta and Service Now Assisting with Microsoft Exchange and/or Office365 task work - confirming email addresses; checking and updating… Show more Working efficiently with users to identify the root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services. Taking on task work within our enterprise systems and applications – provisioning accounts, troubleshooting issues in Active Directory, O365, Shoretel, Mitel and Genesys,SCCM, Salesforce, Jamf, Okta and Service Now Assisting with Microsoft Exchange and/or Office365 task work - confirming email addresses; checking and updating distribution lists, creating and leading room resources, shared mailboxes, etc. Setting up accounts and hardware for incoming hires and tearing down the same for departing employees - building accounts; imaging and deploying hardware; retrieving hardware. Setting up, monitoring, and troubleshooting of audio-visual systems for company meetings, events, conference rooms, and guest speakers. AV and meeting support. Helping the team with basic inventory and stock room tasks - scanning delivered hardware into inventory; arranging warranty repair and replacement of broken items; cleaning and maintaining stock rooms; doing physical asset counts and inventory management. Helping with creating and maintaining process documentation Prioritization and ticket queue management (ordering work by oldest, last commented, most critical, etc.) Resolving all user IT issues quickly, efficiently, and to their utmost satisfaction. Show less Working efficiently with users to identify the root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services. Taking on task work within our enterprise systems and applications – provisioning accounts, troubleshooting issues in Active Directory, O365, Shoretel, Mitel and Genesys,SCCM, Salesforce, Jamf, Okta and Service Now Assisting with Microsoft Exchange and/or Office365 task work - confirming email addresses; checking and updating… Show more Working efficiently with users to identify the root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services. Taking on task work within our enterprise systems and applications – provisioning accounts, troubleshooting issues in Active Directory, O365, Shoretel, Mitel and Genesys,SCCM, Salesforce, Jamf, Okta and Service Now Assisting with Microsoft Exchange and/or Office365 task work - confirming email addresses; checking and updating distribution lists, creating and leading room resources, shared mailboxes, etc. Setting up accounts and hardware for incoming hires and tearing down the same for departing employees - building accounts; imaging and deploying hardware; retrieving hardware. Setting up, monitoring, and troubleshooting of audio-visual systems for company meetings, events, conference rooms, and guest speakers. AV and meeting support. Helping the team with basic inventory and stock room tasks - scanning delivered hardware into inventory; arranging warranty repair and replacement of broken items; cleaning and maintaining stock rooms; doing physical asset counts and inventory management. Helping with creating and maintaining process documentation Prioritization and ticket queue management (ordering work by oldest, last commented, most critical, etc.) Resolving all user IT issues quickly, efficiently, and to their utmost satisfaction. Show less

IT Support Engineer

• Aug 2018 - Dec 2019

Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals. Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution. Will be required to lead problem resolution activities in… Show more Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals. Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution. Will be required to lead problem resolution activities in order to get technology incidents and problems resolved. Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision. Responds to request for service with experience and compliance in established time limits. Develops/maintains support document for use by all levels of support personnel as well as end-user documentation. Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems. Trains employees and orients them on how to use computer hardware and software applications. Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems. Supports drive imaging for desktop/laptop systems. Incumbent is required to travel to satellite locations as needed Participates in weekly meetings with Global Service Desk staff to get updates and discuss Help Desk related matters; perform other duties as assigned. Committed to all components of Corporate IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices. Some shift work may be required and weekend work is needed for projects Performs other duties as assigned. Show less Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals. Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution. Will be required to lead problem resolution activities in… Show more Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals. Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution. Will be required to lead problem resolution activities in order to get technology incidents and problems resolved. Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision. Responds to request for service with experience and compliance in established time limits. Develops/maintains support document for use by all levels of support personnel as well as end-user documentation. Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems. Trains employees and orients them on how to use computer hardware and software applications. Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems. Supports drive imaging for desktop/laptop systems. Incumbent is required to travel to satellite locations as needed Participates in weekly meetings with Global Service Desk staff to get updates and discuss Help Desk related matters; perform other duties as assigned. Committed to all components of Corporate IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices. Some shift work may be required and weekend work is needed for projects Performs other duties as assigned. Show less

Specialist

• Aug 2017 - Aug 2018

Being the first person to come in contact with the customer. Being highly skilled at making the right solutions for our customers. Starting with our customers' needs we turn that visit into a trusting relationship for our customer. Keep up to date on the newest Apple products and features. Explaining the benefits of what Apple can do for our customers in their everyday life. Assist new and returning customers with question on apple products. Being the first person to come in contact with the customer. Being highly skilled at making the right solutions for our customers. Starting with our customers' needs we turn that visit into a trusting relationship for our customer. Keep up to date on the newest Apple products and features. Explaining the benefits of what Apple can do for our customers in their everyday life. Assist new and returning customers with question on apple products.

Technology Support Technician

• Jan 2017 - Aug 2018

Repair existing personal computers, mobile computing devices, printers, file servers, and install necessary software throughout the district. Perform network cabling for district buildings as needed. Provide technical assistance to users in person, remotely and via telephone. Collaborate as needed with other school staff and/or district staff to complete work and facilitate smooth transition of work. Enforce all district mobile devices being enrolled in AirWatch… Show more Repair existing personal computers, mobile computing devices, printers, file servers, and install necessary software throughout the district. Perform network cabling for district buildings as needed. Provide technical assistance to users in person, remotely and via telephone. Collaborate as needed with other school staff and/or district staff to complete work and facilitate smooth transition of work. Enforce all district mobile devices being enrolled in AirWatch and inventoried in Resource Manager. Keep work orders updated with comments so your teachers and admins are kept up to date on the status of their work orders. Use district specific work order system to keep track of projects and tickets. Assist as needed, with basic google app questions. Resolve Keychain, AW (Airwatch), Network and Raptor (ID system) Issues. Replace old networking equipment (Access points and Switches). Setup Mac computers with OS High Sierra, Install various apps such as MS office and Cisco webex. Repairing MacBooks (replacing hard drives, fixing headphone ports and replacing screens) Setting up iPhones and iPads with IOS 11 and installing apps from the App Store and our in house app catalog. Configure and Setup Apple Tv’s in classrooms. Applied profiles so that they are able to be used via airplay from school issued Apple devices. Monitor software licensing and ensure compliance. Work with IT director and other staff members to roll out proactive projects and other duties assigned. Direct evaluation and acquisition of software that will be used for Apple computers in both administrative and academics settings. Show less Repair existing personal computers, mobile computing devices, printers, file servers, and install necessary software throughout the district. Perform network cabling for district buildings as needed. Provide technical assistance to users in person, remotely and via telephone. Collaborate as needed with other school staff and/or district staff to complete work and facilitate smooth transition of work. Enforce all district mobile devices being enrolled in AirWatch… Show more Repair existing personal computers, mobile computing devices, printers, file servers, and install necessary software throughout the district. Perform network cabling for district buildings as needed. Provide technical assistance to users in person, remotely and via telephone. Collaborate as needed with other school staff and/or district staff to complete work and facilitate smooth transition of work. Enforce all district mobile devices being enrolled in AirWatch and inventoried in Resource Manager. Keep work orders updated with comments so your teachers and admins are kept up to date on the status of their work orders. Use district specific work order system to keep track of projects and tickets. Assist as needed, with basic google app questions. Resolve Keychain, AW (Airwatch), Network and Raptor (ID system) Issues. Replace old networking equipment (Access points and Switches). Setup Mac computers with OS High Sierra, Install various apps such as MS office and Cisco webex. Repairing MacBooks (replacing hard drives, fixing headphone ports and replacing screens) Setting up iPhones and iPads with IOS 11 and installing apps from the App Store and our in house app catalog. Configure and Setup Apple Tv’s in classrooms. Applied profiles so that they are able to be used via airplay from school issued Apple devices. Monitor software licensing and ensure compliance. Work with IT director and other staff members to roll out proactive projects and other duties assigned. Direct evaluation and acquisition of software that will be used for Apple computers in both administrative and academics settings. Show less

Infrastructure Technician ll

• Sep 2011 - Jan 2017

Utilization of Active directory to maintain computers and users on the company's network. Prepare evaluations of software or hardware, and recommend improvements or upgrades. Assisting our call centers with trouble-shooting computers and software issues. Develop training materials and procedures, or train users in the proper use of hardware or software. Refer major hardware or software problems or defective products to vendors or technicians for… Show more Utilization of Active directory to maintain computers and users on the company's network. Prepare evaluations of software or hardware, and recommend improvements or upgrades. Assisting our call centers with trouble-shooting computers and software issues. Develop training materials and procedures, or train users in the proper use of hardware or software. Refer major hardware or software problems or defective products to vendors or technicians for service. Assist staff with the installation, configuration and ongoing usability of blackberries, laptop, desktop computers, peripheral equipment and software. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Maintain functionality of Bring Your Own Device (BYOD) or corporate-owned and line-of-business devices on the enterprise mobility server. Maintain Connected devices on the Air watch Server. Setup new Apple devices on the company domain. Performed troubleshooting, diagnosis and repair of Apple devices for over 400 clients Manually maintained deployment software for apple devices such as Adobe creative suite, Apple Final Cut Pro, AutoDesk, Microsoft suite and various Remote Desktop support apps. Schedule and coordinate device replacements. Performed light Network Administration for the newly installed machines for the users: Login issues, Password re-set, e-mail login. Supported Printers and Print management. Responds to customer requests for service and technical support. Supported company network system TCP/IP LAN/WAN, wireless and network printer setups. Analyzed, configuration, maintenance, installed, and provided upgrades of all company software. Show less Utilization of Active directory to maintain computers and users on the company's network. Prepare evaluations of software or hardware, and recommend improvements or upgrades. Assisting our call centers with trouble-shooting computers and software issues. Develop training materials and procedures, or train users in the proper use of hardware or software. Refer major hardware or software problems or defective products to vendors or technicians for… Show more Utilization of Active directory to maintain computers and users on the company's network. Prepare evaluations of software or hardware, and recommend improvements or upgrades. Assisting our call centers with trouble-shooting computers and software issues. Develop training materials and procedures, or train users in the proper use of hardware or software. Refer major hardware or software problems or defective products to vendors or technicians for service. Assist staff with the installation, configuration and ongoing usability of blackberries, laptop, desktop computers, peripheral equipment and software. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Maintain functionality of Bring Your Own Device (BYOD) or corporate-owned and line-of-business devices on the enterprise mobility server. Maintain Connected devices on the Air watch Server. Setup new Apple devices on the company domain. Performed troubleshooting, diagnosis and repair of Apple devices for over 400 clients Manually maintained deployment software for apple devices such as Adobe creative suite, Apple Final Cut Pro, AutoDesk, Microsoft suite and various Remote Desktop support apps. Schedule and coordinate device replacements. Performed light Network Administration for the newly installed machines for the users: Login issues, Password re-set, e-mail login. Supported Printers and Print management. Responds to customer requests for service and technical support. Supported company network system TCP/IP LAN/WAN, wireless and network printer setups. Analyzed, configuration, maintenance, installed, and provided upgrades of all company software. Show less

Apple Expert

• Jun 2007 - Oct 2014

• Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions. • Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features. • Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct. • Being highly skilled at making the right solutions for our… Show more • Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions. • Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features. • Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct. • Being highly skilled at making the right solutions for our customers. • Provided concrete customer service and support of all standard Apple applications and hardware • Facilitated workshops for product functionalities and trained new users • Meet and exceed various sales goals and standards • Coach customers regarding the benefits of products posing lifestyle-related questions and offering effective solutions based on their specific needs. • Trained new associates in developing trust with customers and providing new computing experiences. Show less • Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions. • Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features. • Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct. • Being highly skilled at making the right solutions for our… Show more • Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions. • Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features. • Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct. • Being highly skilled at making the right solutions for our customers. • Provided concrete customer service and support of all standard Apple applications and hardware • Facilitated workshops for product functionalities and trained new users • Meet and exceed various sales goals and standards • Coach customers regarding the benefits of products posing lifestyle-related questions and offering effective solutions based on their specific needs. • Trained new associates in developing trust with customers and providing new computing experiences. Show less

Apple Specialist

• Jun 2010 - Jan 2011

-Help create a wonderful experience around all Apple Products. -First person to come in contact with the customer. -Highly skilled at making the right solutions for our customers. -Starting with our customers’ needs we turn that visit into a trusting relationship for our customer. -Maintain visual merchandising as well as helping out as needed around the store. -Help create a wonderful experience around all Apple Products. -First person to come in contact with the customer. -Highly skilled at making the right solutions for our customers. -Starting with our customers’ needs we turn that visit into a trusting relationship for our customer. -Maintain visual merchandising as well as helping out as needed around the store.

Computer Sales

• Jun 2004 - Jun 2007

- Relationship selling products, services and solutions by getting to know customers and helping solve their unique end to end needs. - Asking lifestyle questions to thoroughly understand customer needs, offers relevant services, solutions, and accessories so customer can make informed decision to complete their purchase. - Utilize all relevant sales tools to drive profitable growth. - Leverages on-line resources, tools, and peer knowledge to self train. - Attends… Show more - Relationship selling products, services and solutions by getting to know customers and helping solve their unique end to end needs. - Asking lifestyle questions to thoroughly understand customer needs, offers relevant services, solutions, and accessories so customer can make informed decision to complete their purchase. - Utilize all relevant sales tools to drive profitable growth. - Leverages on-line resources, tools, and peer knowledge to self train. - Attends and participate in all required trainings and meetings. - Understands and executes store shrink plan. -Accurate execution of merchandising, inventory and store function processes. -Achieve individual goals by ensuring the appropriate sales support behaviors are demonstrated. -Ensuring a shopping environment where no customer is ever left without service or underserved in any way. Show less - Relationship selling products, services and solutions by getting to know customers and helping solve their unique end to end needs. - Asking lifestyle questions to thoroughly understand customer needs, offers relevant services, solutions, and accessories so customer can make informed decision to complete their purchase. - Utilize all relevant sales tools to drive profitable growth. - Leverages on-line resources, tools, and peer knowledge to self train. - Attends… Show more - Relationship selling products, services and solutions by getting to know customers and helping solve their unique end to end needs. - Asking lifestyle questions to thoroughly understand customer needs, offers relevant services, solutions, and accessories so customer can make informed decision to complete their purchase. - Utilize all relevant sales tools to drive profitable growth. - Leverages on-line resources, tools, and peer knowledge to self train. - Attends and participate in all required trainings and meetings. - Understands and executes store shrink plan. -Accurate execution of merchandising, inventory and store function processes. -Achieve individual goals by ensuring the appropriate sales support behaviors are demonstrated. -Ensuring a shopping environment where no customer is ever left without service or underserved in any way. Show less