IT Support Technician II

• Jan 2023 - Present

IT Support Technician I

• Nov 2021 - Jan 2023

-Provide tier one support for user tickets/issues both remotely and on-site -Facilitate user hardware refreshes for remote users, and disposal of old hardware -The setup of new hires, including hardware, accounts, and general configuration -Part of a 24/7/365 on-call rotation that includes supporting some users overseas outside core business hours -Working with vendors for purchasing hardware and software as well as repairs of existing equipment -Keeping documentation up to date and current as well as creating new documentation-Apply changes and configuration to Microsoft Exchange and Office 365 admin center-Collaboration with Network team performing hardware install and changes to MDF/IDF and as well as network configuration.-Collaboration with Operations team to provide internal system support and changes including assistance with domain migration.-Phone set up, configuration and management using FreePBX Show less

Service Desk Technician

• May 2021 - Mar 2022

-Full-time from May 2021 - November 2021. Part-time from November 2021 - March 2022. -Account creation and management for various SOX controlled systems and Active Directory. -Support employees in Mill and Corporate environments over the phone, through email, instant messaging, and ticketing system. -Installation, configuration, and support of financial based software, Office Suite, and software for interfacing and monitoring between Mill equipment and computers. -Device management and and support provided through Active Directory and SCCM for thick clients, thin clients, and mobile devices. -Collaboration between internal teams for troubleshooting including working with on call personnel to resolve after hours outages. Show less

Service Desk Technician

• Jun 2020 - May 2021

-Troubleshot daily IT desktop client issues, supporting multiple departments and various offices. -Managing multiple ticket queues in Service Now, responding to end users as quickly as possible, providing remote support in between phone calls. -Providing support to remote and onsite users over the phone, through email, with Microsoft Teams, and specialized screen sharing software. -Provide support and maintenance of generalized Hardware and Software as well as specialized banking equipment and banking related applications. -Collaborate with other internal teams to find possible solutions and outages to provide the best support for end users. Show less

IT Professional Assistant

• Jul 2018 - Jun 2020

-Install and support specialized software. -Provide technical support over the phone, in person, and remotely to Students, Faculty, and Staff. -Set up and maintenance of computer labs, lecture halls, and auxiliary classrooms. -Image and deployment of new and reused hardware. -Install and support specialized software. -Provide technical support over the phone, in person, and remotely to Students, Faculty, and Staff. -Set up and maintenance of computer labs, lecture halls, and auxiliary classrooms. -Image and deployment of new and reused hardware.