Experience

Mestek, Inc.

• United States
• Manufacturing
• 200 - 300 Employee

• Systems Administrator

  • Sep 2021 - Jan 2023

  • Provide day-to-day support of LAN/WAN: 1000+ PC’s, 160 servers which include email, finance, etc • Microsoft Active Directory, operating systems, group policies • Maintain standard operating system images / hardware specification for desktop and servers • Maintains a DNS, IP Addressing, and Firewall (Proxy) systems and interfaces with all network servers and maintains backups onsite • Participate in technology planning for network (LAN and WAN) • Manage network / PC equipment… Show more • Provide day-to-day support of LAN/WAN: 1000+ PC’s, 160 servers which include email, finance, etc • Microsoft Active Directory, operating systems, group policies • Maintain standard operating system images / hardware specification for desktop and servers • Maintains a DNS, IP Addressing, and Firewall (Proxy) systems and interfaces with all network servers and maintains backups onsite • Participate in technology planning for network (LAN and WAN) • Manage network / PC equipment purchases and work with vendors • Develop staff and secure qualified backups in the matter of absence • Oversee all installation of network cabling; Ethernet Cat 5 and fiber optic cabling • Upgrade all major operating environments on computers in network environment • Proactively look for ways to better apply technology to the company’s primary mission. • Actively advance skills via workshops / training in keeping with current technologies. • Create, maintain and update user accounts for email and domain logons utilizing scripts, profiles, etc • Train users and resolve problems and communicate changes in software and operations. • Maintain virus protection across the network utilizing SentinelOne • Configure, maintain, and service remote connectivity using RAS and Domain trusts across WAN • Develop documentation as needed based upon company’s specific requirements Show less • Provide day-to-day support of LAN/WAN: 1000+ PC’s, 160 servers which include email, finance, etc • Microsoft Active Directory, operating systems, group policies • Maintain standard operating system images / hardware specification for desktop and servers • Maintains a DNS, IP Addressing, and Firewall (Proxy) systems and interfaces with all network servers and maintains backups onsite • Participate in technology planning for network (LAN and WAN) • Manage network / PC equipment… Show more • Provide day-to-day support of LAN/WAN: 1000+ PC’s, 160 servers which include email, finance, etc • Microsoft Active Directory, operating systems, group policies • Maintain standard operating system images / hardware specification for desktop and servers • Maintains a DNS, IP Addressing, and Firewall (Proxy) systems and interfaces with all network servers and maintains backups onsite • Participate in technology planning for network (LAN and WAN) • Manage network / PC equipment purchases and work with vendors • Develop staff and secure qualified backups in the matter of absence • Oversee all installation of network cabling; Ethernet Cat 5 and fiber optic cabling • Upgrade all major operating environments on computers in network environment • Proactively look for ways to better apply technology to the company’s primary mission. • Actively advance skills via workshops / training in keeping with current technologies. • Create, maintain and update user accounts for email and domain logons utilizing scripts, profiles, etc • Train users and resolve problems and communicate changes in software and operations. • Maintain virus protection across the network utilizing SentinelOne • Configure, maintain, and service remote connectivity using RAS and Domain trusts across WAN • Develop documentation as needed based upon company’s specific requirements Show less



Novus Insight

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Specialist

  • Nov 2020 - Sep 2021

  • Provided support to employees and customers in resolving complex or escalated technology issues • Troubleshoot software and hardware issues on laptops, desktops, tablets, smartphones, servers, and or/network equipment • Assisted in developing standard information technology procedures • Aided the client organization's computer users through phone, email, or in-person visits • Analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and… Show more • Provided support to employees and customers in resolving complex or escalated technology issues • Troubleshoot software and hardware issues on laptops, desktops, tablets, smartphones, servers, and or/network equipment • Assisted in developing standard information technology procedures • Aided the client organization's computer users through phone, email, or in-person visits • Analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutions • Assisted with the installation of new hardware and software and help train employees on its use • Configured and managed Office 365 environments: OneDrive for Business, SharePoint, Exchange Online, Azure AD, Microsoft Teams, Security and Compliance Center Show less • Provided support to employees and customers in resolving complex or escalated technology issues • Troubleshoot software and hardware issues on laptops, desktops, tablets, smartphones, servers, and or/network equipment • Assisted in developing standard information technology procedures • Aided the client organization's computer users through phone, email, or in-person visits • Analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and… Show more • Provided support to employees and customers in resolving complex or escalated technology issues • Troubleshoot software and hardware issues on laptops, desktops, tablets, smartphones, servers, and or/network equipment • Assisted in developing standard information technology procedures • Aided the client organization's computer users through phone, email, or in-person visits • Analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutions • Assisted with the installation of new hardware and software and help train employees on its use • Configured and managed Office 365 environments: OneDrive for Business, SharePoint, Exchange Online, Azure AD, Microsoft Teams, Security and Compliance Center Show less



Sipcom

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Customer Support Analyst

  • Nov 2018 - Nov 2020

  • Manage all incidents and customer requests from receipt to resolution • Ensuring service level agreement targets are met • Pro-actively contact customers to maintain a consistently high level of service • Triage all cases with a ‘getting-it-right-first-time’ mentality • Update the central ticketing system for reporting and customer view • Communicate with customers on the phone, email and instant message • Administer Microsoft Server 2012+ Experience (AD/DHCP/GPO)… Show more • Manage all incidents and customer requests from receipt to resolution • Ensuring service level agreement targets are met • Pro-actively contact customers to maintain a consistently high level of service • Triage all cases with a ‘getting-it-right-first-time’ mentality • Update the central ticketing system for reporting and customer view • Communicate with customers on the phone, email and instant message • Administer Microsoft Server 2012+ Experience (AD/DHCP/GPO) • Basic understanding of networking • Administration of Office 365 admin portal • Troubleshooting Outlook and Exchange 2010+ • Skype for Business or BroadSoft support • Voice support Show less • Manage all incidents and customer requests from receipt to resolution • Ensuring service level agreement targets are met • Pro-actively contact customers to maintain a consistently high level of service • Triage all cases with a ‘getting-it-right-first-time’ mentality • Update the central ticketing system for reporting and customer view • Communicate with customers on the phone, email and instant message • Administer Microsoft Server 2012+ Experience (AD/DHCP/GPO)… Show more • Manage all incidents and customer requests from receipt to resolution • Ensuring service level agreement targets are met • Pro-actively contact customers to maintain a consistently high level of service • Triage all cases with a ‘getting-it-right-first-time’ mentality • Update the central ticketing system for reporting and customer view • Communicate with customers on the phone, email and instant message • Administer Microsoft Server 2012+ Experience (AD/DHCP/GPO) • Basic understanding of networking • Administration of Office 365 admin portal • Troubleshooting Outlook and Exchange 2010+ • Skype for Business or BroadSoft support • Voice support Show less



EY

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Technology Support Specialist

  • May 2018 - Oct 2018

  Specialize in multiple areas, including support center/technology support, networking, telecommunications, help desk, and technology certification. Provide after-hours service for escalated issues from the National Help Desk or supervisor. Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of firm equipment). Assist with new hire processing (account requests, verification, and basic equipment configuration). Perform… Show more Specialize in multiple areas, including support center/technology support, networking, telecommunications, help desk, and technology certification. Provide after-hours service for escalated issues from the National Help Desk or supervisor. Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of firm equipment). Assist with new hire processing (account requests, verification, and basic equipment configuration). Perform software troubleshooting and hardware triage support. Assist with equipment set-up and support for functions/meetings for on-site and off-site facilities. Perform administrative tasks, such as changing passwords. Respond to customer inquiries concerning support requests, systems status, and network connectivity. Resolve hardware and software problems under company standards. Record inquiries, and repair/service requests using ServiceNOW. Diagnose problems through research, isolation and resolution steps using ServiceNOW, Google, etc. Report problems with procedures and make suggestions for improvements. Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses. Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues. Coordinate mass distributions, including on-site software duplication and documentation reproduction. Make recommendations to management regarding update and maintenance processes. Show less Specialize in multiple areas, including support center/technology support, networking, telecommunications, help desk, and technology certification. Provide after-hours service for escalated issues from the National Help Desk or supervisor. Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of firm equipment). Assist with new hire processing (account requests, verification, and basic equipment configuration). Perform… Show more Specialize in multiple areas, including support center/technology support, networking, telecommunications, help desk, and technology certification. Provide after-hours service for escalated issues from the National Help Desk or supervisor. Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of firm equipment). Assist with new hire processing (account requests, verification, and basic equipment configuration). Perform software troubleshooting and hardware triage support. Assist with equipment set-up and support for functions/meetings for on-site and off-site facilities. Perform administrative tasks, such as changing passwords. Respond to customer inquiries concerning support requests, systems status, and network connectivity. Resolve hardware and software problems under company standards. Record inquiries, and repair/service requests using ServiceNOW. Diagnose problems through research, isolation and resolution steps using ServiceNOW, Google, etc. Report problems with procedures and make suggestions for improvements. Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses. Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues. Coordinate mass distributions, including on-site software duplication and documentation reproduction. Make recommendations to management regarding update and maintenance processes. Show less



Access Healthcare Physicians, LLC.

• Hospitals and Health Care
• 1 - 100 Employee

• IT Field Technician

  • Oct 2017 - Apr 2018

  Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Provide service and internal user support during field visits or dispatches Manage all on-site installations, repairs, maintenance and test tasks Satisfy user needs by making appropriate recommendations and briefings Operate vehicle in a safely manner and use field automation systems Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Provide service and internal user support during field visits or dispatches Manage all on-site installations, repairs, maintenance and test tasks Satisfy user needs by making appropriate recommendations and briefings Operate vehicle in a safely manner and use field automation systems



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Specialist

  • Nov 2016 - Sep 2017

  Troubleshoot various issues for users within the IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones etc. Remote support via phone, email or chat communications Utilize multiple productivity software such as Microsoft Office, SCCM, ServiceNOW, ect. Deployed new hardware (desktops and laptops) to associates. Processed equipment reclaims from terminated associates. Maintained proper record keeping for inventory of hardware deployments and reclamations. Troubleshoot various issues for users within the IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones etc. Remote support via phone, email or chat communications Utilize multiple productivity software such as Microsoft Office, SCCM, ServiceNOW, ect. Deployed new hardware (desktops and laptops) to associates. Processed equipment reclaims from terminated associates. Maintained proper record keeping for inventory of hardware deployments and reclamations.



Spectrum

• United States
• Telecommunications
• 700 & Above Employee

• Network Operations Center Analyst

  • Apr 2014 - Apr 2016

  Monitor Core network/service equipment/fiber circuits for outages and performance issues Monitor all mission-critical backend environments Proactively review operating conditions of the core delivery and parameters thereof to optimize element monitoring and to seek out potential customer impacting issues before occurring Properly assess impact to core network/service and resulting impact to customers Escalate to onsite/on-call personnel issues which impact the core environment to… Show more Monitor Core network/service equipment/fiber circuits for outages and performance issues Monitor all mission-critical backend environments Proactively review operating conditions of the core delivery and parameters thereof to optimize element monitoring and to seek out potential customer impacting issues before occurring Properly assess impact to core network/service and resulting impact to customers Escalate to onsite/on-call personnel issues which impact the core environment to expedite restoration efforts Notify NOC management as required for escalation and notification support Perform customer, management, and executive escalations and notifications Notify identified business owners regarding mission critical issues as identified by service agreements Maintain and enforce event management SLAs and expectations throughout the course of the event Establish NOC operations bridge for restoration effort with communication delivery to all required parties Maintain situational awareness of current events and maintenance affecting service delivery ensuring accurate correlation relative to device alarms or reported outages Perform validation of core network/services pre and post events and maintenance activities Provide feedback to team and management to improve best practices and procedures Perform first level support and handling of incoming calls for Cell Back Haul customers Create, update and track all events via a ticket using the Remedy ticketing system Focus on superior customer experience while driving restoration efforts Maintain a professional image to customers and the community with regard to personal presentation, communication, and caliber of work effort Maintain event management and accountability throughout the course of the event Perform other duties as assigned to support the continued success of self, team, department, and company Show less Monitor Core network/service equipment/fiber circuits for outages and performance issues Monitor all mission-critical backend environments Proactively review operating conditions of the core delivery and parameters thereof to optimize element monitoring and to seek out potential customer impacting issues before occurring Properly assess impact to core network/service and resulting impact to customers Escalate to onsite/on-call personnel issues which impact the core environment to… Show more Monitor Core network/service equipment/fiber circuits for outages and performance issues Monitor all mission-critical backend environments Proactively review operating conditions of the core delivery and parameters thereof to optimize element monitoring and to seek out potential customer impacting issues before occurring Properly assess impact to core network/service and resulting impact to customers Escalate to onsite/on-call personnel issues which impact the core environment to expedite restoration efforts Notify NOC management as required for escalation and notification support Perform customer, management, and executive escalations and notifications Notify identified business owners regarding mission critical issues as identified by service agreements Maintain and enforce event management SLAs and expectations throughout the course of the event Establish NOC operations bridge for restoration effort with communication delivery to all required parties Maintain situational awareness of current events and maintenance affecting service delivery ensuring accurate correlation relative to device alarms or reported outages Perform validation of core network/services pre and post events and maintenance activities Provide feedback to team and management to improve best practices and procedures Perform first level support and handling of incoming calls for Cell Back Haul customers Create, update and track all events via a ticket using the Remedy ticketing system Focus on superior customer experience while driving restoration efforts Maintain a professional image to customers and the community with regard to personal presentation, communication, and caliber of work effort Maintain event management and accountability throughout the course of the event Perform other duties as assigned to support the continued success of self, team, department, and company Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Coordinator

  • Aug 2012 - Mar 2014

  Performed troubleshooting for hardware, software and PC operating system issues and identified network complications. Troubleshoot all wireless devices, including Tablets, Jetpacks, Smartphones and basic phones. Provided exceptional customer service and technical support for Verizon customers. Assisted with internet connection stabilization with mobile devices and USB modems. Educated customers with detailed information on how to set up/configure data and voice products. Utilized… Show more Performed troubleshooting for hardware, software and PC operating system issues and identified network complications. Troubleshoot all wireless devices, including Tablets, Jetpacks, Smartphones and basic phones. Provided exceptional customer service and technical support for Verizon customers. Assisted with internet connection stabilization with mobile devices and USB modems. Educated customers with detailed information on how to set up/configure data and voice products. Utilized various administrative department tools and on-line resources for customer resolution. Performed troubleshooting for PC operating systems, specifically Device Manager and TCP/IP configuration. Demonstrated and practiced regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Show less Performed troubleshooting for hardware, software and PC operating system issues and identified network complications. Troubleshoot all wireless devices, including Tablets, Jetpacks, Smartphones and basic phones. Provided exceptional customer service and technical support for Verizon customers. Assisted with internet connection stabilization with mobile devices and USB modems. Educated customers with detailed information on how to set up/configure data and voice products. Utilized… Show more Performed troubleshooting for hardware, software and PC operating system issues and identified network complications. Troubleshoot all wireless devices, including Tablets, Jetpacks, Smartphones and basic phones. Provided exceptional customer service and technical support for Verizon customers. Assisted with internet connection stabilization with mobile devices and USB modems. Educated customers with detailed information on how to set up/configure data and voice products. Utilized various administrative department tools and on-line resources for customer resolution. Performed troubleshooting for PC operating systems, specifically Device Manager and TCP/IP configuration. Demonstrated and practiced regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Show less



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Technical Consultant

  • May 2011 - Aug 2012

  Diagnosed mechanical, hardware, software and systems failures, using established procedures. Provided solutions to customer issues related to device operation and equipment repair. Determined most cost effective repair/resolution to minimize customer downtime. Maintained expertise with the latest device features and services through continual training. Prepared reports for analysis of product failure trends and service ability issues. Provided in-house support to customers on… Show more Diagnosed mechanical, hardware, software and systems failures, using established procedures. Provided solutions to customer issues related to device operation and equipment repair. Determined most cost effective repair/resolution to minimize customer downtime. Maintained expertise with the latest device features and services through continual training. Prepared reports for analysis of product failure trends and service ability issues. Provided in-house support to customers on operational or maintenance aspects of equipment and service related problems. Show less Diagnosed mechanical, hardware, software and systems failures, using established procedures. Provided solutions to customer issues related to device operation and equipment repair. Determined most cost effective repair/resolution to minimize customer downtime. Maintained expertise with the latest device features and services through continual training. Prepared reports for analysis of product failure trends and service ability issues. Provided in-house support to customers on… Show more Diagnosed mechanical, hardware, software and systems failures, using established procedures. Provided solutions to customer issues related to device operation and equipment repair. Determined most cost effective repair/resolution to minimize customer downtime. Maintained expertise with the latest device features and services through continual training. Prepared reports for analysis of product failure trends and service ability issues. Provided in-house support to customers on operational or maintenance aspects of equipment and service related problems. Show less



Walmart

• United States
• Retail
• 700 & Above Employee

• Sales Associate

  • Feb 2009 - Apr 2011

  Provided products to customers in accordance with company procedures and legal policies by securing display cases, maintaining a safe environment, selling sporting goods and processing sporting licenses. Provided customer service by acknowledging the customer, identifying their needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns and promoting products and services. Operated register equipment to process customer transactions, bagged… Show more Provided products to customers in accordance with company procedures and legal policies by securing display cases, maintaining a safe environment, selling sporting goods and processing sporting licenses. Provided customer service by acknowledging the customer, identifying their needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns and promoting products and services. Operated register equipment to process customer transactions, bagged items for customers and placed items in customer cart while following all shrink and safety procedures. Received and stocked merchandise from distribution centers and suppliers. Show less Provided products to customers in accordance with company procedures and legal policies by securing display cases, maintaining a safe environment, selling sporting goods and processing sporting licenses. Provided customer service by acknowledging the customer, identifying their needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns and promoting products and services. Operated register equipment to process customer transactions, bagged… Show more Provided products to customers in accordance with company procedures and legal policies by securing display cases, maintaining a safe environment, selling sporting goods and processing sporting licenses. Provided customer service by acknowledging the customer, identifying their needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns and promoting products and services. Operated register equipment to process customer transactions, bagged items for customers and placed items in customer cart while following all shrink and safety procedures. Received and stocked merchandise from distribution centers and suppliers. Show less



UPS

• United States
• Truck Transportation
• 700 & Above Employee

• Supervisor

  • Sep 2006 - Nov 2008

  Demonstrated leadership skills by managing the allocation of workers and supervising daily activities of package handlers, drivers, and clerks to ensure that all assigned duties are accomplished safely and in a timely manner. Staffed, trained, evaluated and developed team members. Maintained records related to the distribution of packages and provided reports for meetings with other members of the UPS team. Ensured cohesiveness within the UPS operation including making sure that the… Show more Demonstrated leadership skills by managing the allocation of workers and supervising daily activities of package handlers, drivers, and clerks to ensure that all assigned duties are accomplished safely and in a timely manner. Staffed, trained, evaluated and developed team members. Maintained records related to the distribution of packages and provided reports for meetings with other members of the UPS team. Ensured cohesiveness within the UPS operation including making sure that the all departments are meeting quality standards, ensuring safety and implementing programs that will improve worker confidence and ability. Show less Demonstrated leadership skills by managing the allocation of workers and supervising daily activities of package handlers, drivers, and clerks to ensure that all assigned duties are accomplished safely and in a timely manner. Staffed, trained, evaluated and developed team members. Maintained records related to the distribution of packages and provided reports for meetings with other members of the UPS team. Ensured cohesiveness within the UPS operation including making sure that the… Show more Demonstrated leadership skills by managing the allocation of workers and supervising daily activities of package handlers, drivers, and clerks to ensure that all assigned duties are accomplished safely and in a timely manner. Staffed, trained, evaluated and developed team members. Maintained records related to the distribution of packages and provided reports for meetings with other members of the UPS team. Ensured cohesiveness within the UPS operation including making sure that the all departments are meeting quality standards, ensuring safety and implementing programs that will improve worker confidence and ability. Show less