Service Desk Manager

• Feb 2022 - Present

• Manage and coordinate, Help Desk, NOC and Field Technicians (scheduling Service Desk Calendar) • Develop and implement service standards and procedures • Mentor, train and enforce and implement company policies (recommend improvements when needed) • Act as an escalation point for helpdesk technician on technical issues, and client complaints • Manage Zendesk metrics, reports, automations, and delegate tickets • Create and present Zendesk reports to management • Analyze help desk activities to develop tools and process improvements to optimize service and staff performance Show less

System Engineer

• Aug 2021 - Feb 2022

Systems Engineer

• Jun 2016 - Aug 2021

• Install and maintain computer systems and networks aiming for the highest functionality. • Install and configure appropriate software and functions according to specifications. • Provide guidance to end-users on how to operate safe usage of the IT infrastructure. • Maintain local networks in ways that optimize performance. • Ensure security and privacy of network and computer systems. • Organize and schedule upgrades and maintenance without deterring others from completing their work. • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) • Prepare monthly executive summary reports, as required, maintain inventory of IT equipment, and vendor management. • Perform client communication and reporting to manage expectations on certain events and/or incidents. Show less

Server and Applications Engineer

• Jun 2015 - Jun 2016

• Respond to and/or initiate technical troubleshooting sessions with customer – via phone, email and remote session • Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, Systems Administrators, CIO etc.) • Manage and work support tickets per industry best practices and utilizing existing CRM systems • Effectively communicate technical information to non-technical customers • Coordinate the resolution of technical issues with Advance Support Teams and escalate issues per pre-established guidelines • Contribute to our Knowledgebase (author and edit knowledge base articles) • Maintain working lab systems to facilitate reproduction of customer issues Show less

Service Support II

• Nov 2013 - May 2015

• Microsoft certified Systems Engineer for Windows 2003/2008 server • VMware administration and excellent understanding of Client Server and LAN technologies • Strong understanding of server Security Hardening practices • Project Management skills and the ability to develop and manage project plans • Experience working with Net backup • Ability to perform remote server administration using Terminal Services and other remote mgt. tools • Strong knowledge of User/Share level Permissions, Active directory and Domains are required • Possess good troubleshooting skills resolving hardware and OS related issues. • Excellent documentation, organizational and administration skills are also required• Experience with server monitoring, optimization and tuning system/server performance Show less

Senior Systems Specialist (EUC Site Team Lead)

• Oct 2011 - Nov 2013

• Performs migration to new domain and support issue that arises with the migration • Provide class A support for VIP users • Acts as System Administrator for managing one site of operations • Acts as lead for desktop engineers • Performs migration to new domain and support issue that arises with the migration • Provide class A support for VIP users • Acts as System Administrator for managing one site of operations • Acts as lead for desktop engineers

Senior Systems Engineer

• Jun 2010 - Sep 2011

• Microsoft certified Systems Engineer for Windows 2003/2008 server • VMware administration and excellent understanding of Client Server and LAN technologies • Strong understanding of server Security Hardening practices • Requires good Project Management skills and the ability to develop and manage project plans • Experience working with Net backup • Ability to perform remote server administration using Terminal Services and other remote mgt. tools • Strong knowledge of User/Share level Permissions, Active directory and Domains are required • Possess good troubleshooting skills resolving hardware and OS related issues.• Excellent documentation, organizational and administration skills are also required• Experience with server monitoring, optimization and tuning system/server performance Show less

Certified Advance Resolution Expert

• Jan 2009 - Jun 2010

• Centralized Outbound Team 1. Report case status and unresolved issues to the Project Manager. 2. Liaise with other project areas to coordinate interdependencies and resolve issues. 3. Ensures issues are identified, tracked, reported on and resolved in a timely manner. 4. Callback unresolved cases and communicates needed changes to development team. • Centralized Outbound Team 1. Report case status and unresolved issues to the Project Manager. 2. Liaise with other project areas to coordinate interdependencies and resolve issues. 3. Ensures issues are identified, tracked, reported on and resolved in a timely manner. 4. Callback unresolved cases and communicates needed changes to development team.

Certified Resolution Expert

• Jan 2008 - Dec 2009

• Dell L2 Software Technician Scope 1. Software Installation and “How to” Support *Help install and set-up common software applications, including how-to support for common Microsoft and Adobe Applications. 2. Internet and E-mail Setup *Help set up internet and email accounts with Customer’s internet service; troubleshoot common internet service provider email configuration issues on a Dell PC. 3. Peripheral Installation and “How-To” Support *Help install popular printers, cameras, mice and keyboards; troubleshoot common issues. 4. Home Network Setup and Diagnose issues *Help set-up Peer-to-Peer wireless and Ethernet networks between 2 Dell systems and a printer, and diagnose issues. 5. Spyware and Virus Diagnosis and Removal *Help troubleshoot and remove virus and spyware. 6. Security Setup and Support *Help with basic configuration and installation of certain security software (purchased separately by Customer); setup virus scan and personal firewall. 7. Operating System (“OS”) Installation and Support *Help installing, upgrading and setting up Windows Vista™ and XP operating systems not purchased with Customer’s Dell PC. Help with re-installations to resolve spyware or virus issues. Help with OS maintenance and “how to” questions. 8. PC optimization *Delete, modify and back up registry files, address Windows registry and control panel issues, add registry entries. 9. Data Backup *Help backup customer data from Dell PC to customer-owned external media, assist with use of Dell DataSafe programs for current subscribers. Show less

Senior Product Support Specialist

• Aug 2004 - Jan 2008

1. Handles escalation and resolve possible known issues. 2. Assist a team for advance networking problems and provide last line of support. 3. Advance Home-Networking (Print Servers, Network Storage devices) 4. SMB LAN/WAN for Windows and MAC 5. Wireless Router Networking 6. VPN and VoIP networks 1. Handles escalation and resolve possible known issues. 2. Assist a team for advance networking problems and provide last line of support. 3. Advance Home-Networking (Print Servers, Network Storage devices) 4. SMB LAN/WAN for Windows and MAC 5. Wireless Router Networking 6. VPN and VoIP networks

Product Support Representative

• Sep 2003 - Aug 2004

1. Home-Networking 2. LAN/WAN for Windows and MAC 3. Wired and Wireless Router Networking 4. Broadband Configurations 1. Home-Networking 2. LAN/WAN for Windows and MAC 3. Wired and Wireless Router Networking 4. Broadband Configurations