Experience

University of Hawaii Maui College
• United States
• Higher Education
• 1 - 100 Employee
• IT Support Specialist

  • Jan 2017 - Present


Monsanto Company

• United States
• Farming
• 700 & Above Employee

• Senior IT Technical Support

  • Apr 2007 - Jul 2016

  Responsibilities:• Provided exceptional customer service to all levels within the organization.• Worked independently and individually completing priorities, timelines and project work.• Provided hands on support for client device issues software and hardware in Kihei, Hawaii and traveled to sites within my region (Hawaii) and across all regions when required by staffing levels or volume of support calls.• Logged all problems and activities / resolutions provided as appropriate in Remedy.• Imaged and transferred data for new and crashed PCs.• Adapted my work schedule to cover for outages and support shortages as needed.• Traveled to supported sites across the US and Hawaii to support the business needs. In some cases, travel was required for immediate action and in other cases scheduled. • Traveled to remote locations to remove equipment and prepare for site closure.• Provided just-in-time training to clients via phone as requested. • Interacted daily with customers and team members to provide the fastest solution possible. • Worked remotely on-site and from home using a virtual terminal to support customers across the US. • Lifted and moved equipment up to 50 pounds or more as necessary.• Installed Network and Server hardware and performed first and second level Network and Server troubleshooting.• Performed tape backup and offsite rotation for the Maui sites.• Installed and configured network printers. Installed the printer queues on when necessary on the Windows Server. • Installed Cat 5 cabling and coax connections as required with termination and testing. • Completed Active Directory group and permission changes as necessary.• Repaired and replaced defective components for Dell, Lenovo, Symbol and HP devices.• Completed and submitted expense reports for my corporate travel.• Traced and punched down connections for phone and network.• Accounted for company assets and devices and shipped them back to mainland for disposal. Show less

• IT Helpdesk Analyst

  • May 2006 - Apr 2007

  • Provide world class end-user support to local and remote users all over the world on various applications. Support clients with issues on operating systems, packaged applications, internet applications, malware, viruses, printers, network connections, network accounts and VPN. Utilize the "Magic" ticket tracking system to ensure that all trouble tickets are handled in a timely and orderly fashion. Apply images and configure PCs for incoming members to the team. Provide after hours on-call support during designated schedule assignments. • Work in a team atmosphere supporting members of my group with various questions on issues they may be unfamiliar with. Provide training for new members of the group.• Member of the Desktop Management team providing information flow to and from the Helpdesk regarding potential impact and volume driving issues.• Integral part in the removal process and eradication of the Korgo and Rbot virus during the outbreak in January 2005. • Received Monsanto Technical Support Certificate of Excellence for First Call Closures on June 10, 2005. Show less



Monsanto Company/ via Kelly Mitchell Group

• IT Helpdesk Analyst

  • Dec 2004 - May 2006

  • Provide world class end-user support to local and remote users all over the world on various applications. Support clients with issues on operating systems, packaged applications, internet applications, malware, viruses, printers, network connections, network accounts and VPN. Utilize the "Magic" ticket tracking system to ensure that all trouble tickets are handled in a timely and orderly fashion. Apply images and configure PCs for incoming members to the team. Provide after hours on-call support during designated schedule assignments. • Work in a team atmosphere supporting members of my group with various questions on issues they may be unfamiliar with. Provide training for new members of the group. • Member of the Desktop Management team providing information flow to and from the Helpdesk regarding potential impact and volume driving issues. • Integral part in the removal process and eradication of the Korgo and Rbot virus during the outbreak in January 2005. • Received Monsanto Technical Support Certificate of Excellence for First Call Closures on June 10, 2005. Show less



Cooper Industries/ via Pace Staffing

• Helpdesk / User Administrator

  • May 2004 - Dec 2004

  • Primary duties included assisting internal and external customers through phone and email support for various internal functions. Performed user administration for SAP R/3, AS400, Advantis, Windows NT 4.0 domain, Cisco 3000 Series VPN Concentrator, proprietary Cooper Industries applications CooperNet Web Portal and Document Management System. Application support for users with questions regarding Windows 95 to XP running Office 97-2000. Assisted users with dial-up and VPN connectivity issues. User support for Avaya integrated voice mail system. 2nd level desk side support for on-location calls requiring immediate attention. Administration of SAP Hosted Portal. • Built and configured PCs to specification for deployment. Installed and configured Windows 2000 and XP along with supplementary applications Microsoft Office 2000, SAP Gui, Microsoft Outlook, Remedy, Cisco VPN, AS400 client access, McAfee VirusScan and Adobe Acrobat. • Proactive support through administration and troubleshooting of Esafe mail filter on 3 servers to release false positive email ensuring smooth business communication. Assisted with server and router configuration and maintenance when the network administrators were off-site. Created documentation for current and future helpdesk employees. Contacted Dell customer support regarding equipment failure, maintenance and replacement arrangements. Show less