Technical Support Engineer

• Aug 2021 - Present

Information Technology Support Administrator

• Jun 2020 - Aug 2021

• Managed, evaluated current IT customer support requests for over 130 personnel. • Modified and established the current ticketing process to ensure a formalized and structured approach for creating, managing, tracking, and closing customer support requests. • Developed an initial GZ orientation package and Standard Operating Procedure (SOP) for any members receiving initial IT equipment. • Maintained GreenZone’s Cybersecurity standard for handling antivirus, phishing, privilege access, and network security. • Coordinated with HR to establish an annual Cybersecurity Awareness Training for all GreenZone personnel. • Managed GreenZone’s Microsoft Office 365, Azure Management Portal and kept track of all Microsoft Office Applications, Office 365 accounts, license renewals, Exchange Online, SharePoint, and TEAMS. • Assessed and evaluated GreenZone’s IT Equipment Inventory process and new equipment purchasing. Show less

Technology Support Specialist

• Mar 2018 - Aug 2021

• Provides installation, maintenance, service, and repair of computer equipment and troubleshoots computer hardware, software, and peripheral system problems for over 1250 users. Responds to over 600 requests on a monthly basis and provides customer support in-person or remotely via telephone, email, or other communication methods. Manage and maintains the tracking of IT ticketing system daily basis. • Coordinates with support vendors (Dell/Epson/Cisco) for repair and replacement services of faulty or obsolete computer equipment and its components. Conducts research and recommends upgrades, replacements and purchases of technology equipment. • Manages, installs, and tests new computer hardware and software applications such as Windows, Microsoft suite, Presenter program, Wida, SOL testing program. • Manage and coordinates the installation of school computer-based technologies used for student assessment and testing. • Coordinates with Information Technology staff to install, troubleshoot, repair, and provide reliable network infrastructure and services. • Effectively creates and maintain Active Directory accounts and email; and monitoring network-based services (home folders, applications). • Trains staff with technical knowledge on how to perform basic and protocol requirements; listed under the Virginia Department of Education Technology Standards for Instructional Personnel. Supports the professional development and training of 100+ educational and administrative staff. Prepares written documentation to assist staff with technology use. • Perform inventory of parts, school equipment and maintain inventory of records. Show less

IT Support Specialist

• Jul 2016 - Mar 2018

* Perform PC hardware, operating system, and software installation, configuration, upgrades, troubleshooting and repairs. * Administer network workstation setup, and support functions, including: installation of new or upgraded software packages; configuration of new workstations and supporting drivers, printers, and support application and system packages. * Administer and maintain the telephone system, including telephone switches, voicemail to email, and fax to email. * Assist in developing, implementing, performing computer configuration standards and procedures. Show less

Help Desk Support

• Jan 2016 - Jul 2016

Provided phone support to users. Maintained records of all incoming call in the ticketing system. Repaired and maintenance of equipment and as well students’ laptops. Processed special order of new equipment. Virus and Spyware removal. Symantec End point protection installation and configuration on new systems. Wireless configuration for guest, faculty, students and staff. Installation of printers, peripherals and drivers. Provided phone support to users. Maintained records of all incoming call in the ticketing system. Repaired and maintenance of equipment and as well students’ laptops. Processed special order of new equipment. Virus and Spyware removal. Symantec End point protection installation and configuration on new systems. Wireless configuration for guest, faculty, students and staff. Installation of printers, peripherals and drivers.

Help Desk Support

• Nov 2015 - Jan 2016

Provide user support and software deployment to more than 5000 employees though Microsoft SCCM Responsible to create/modify user account, security groups, and distribution list in AD to protect company proprietary information Use Service Now to track ticket progress and enter updates to have on going record of case activity until resolution is reached and ticket closed Handle inbound calls for approximately 9,000+ Scholastic national and international staff users. Provide user support and software deployment to more than 5000 employees though Microsoft SCCM Responsible to create/modify user account, security groups, and distribution list in AD to protect company proprietary information Use Service Now to track ticket progress and enter updates to have on going record of case activity until resolution is reached and ticket closed Handle inbound calls for approximately 9,000+ Scholastic national and international staff users.

Help Desk Support Technician

• Aug 2015 - Nov 2015

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Maintain daily request on ticketing system Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Follow up on tickets and assign incoming ticket to proper department if a solution could not be reach. Help a variety of users from students, staff, faculty and administrative personnel solve a variant of issues. Show less

IT Support / Administrative Assistant

• Apr 2013 - Jul 2015

Provided support to Windows Exchange issues, setup and maintenance. Orchestrated troubleshooting initiatives for laser printers due to paper jams and connectivity issues. Prepared and analyzed reports for senior management using corporate database. Organized extensive file system; maintained records and directed communications. Prepared analyzed and proof read reports for the Director, Reporting & Technology, the Senior Director, Career Services and the Sr. Director, Alumni Career Services & Counselor Development and as well as the student counselors. Greeted persons entering establishment, determined nature and purpose of visit, and directed or escorted them to specific destinations. Answered phone calls and directed calls to appropriate parties or take messages. Heard and resolved complaints from customers or the public. Show less

Desktop Support Intern

• Jan 2013 - Apr 2013

Oversaw the daily performance of computer systems. Answered user inquiries regarding computer software or hardware operation to resolve problems Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software Completed inventory of equipment and added them to the database for inventory control Assisted in the training classes and provided technical support as needed Oversaw the daily performance of computer systems. Answered user inquiries regarding computer software or hardware operation to resolve problems Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software Completed inventory of equipment and added them to the database for inventory control Assisted in the training classes and provided technical support as needed

IT Repair / Lead Assistant Manager

• Jun 2008 - Jul 2011

Resolved customer complaints regarding sales and service. Maintain a daily back of the system with a double backup one on tape and the other to the central office for extra security. Troubleshoot laptops for virus cleanup and upgrades as needed. Troubleshoot impact printer for paper jam and connectivity issues. Reduced expenses of service cost of the company by providing in house service to computers, laptops and other equipment. Described merchandise and explained use, operation, and care of merchandise to customers. Recommended, selected, and helped locate or obtain merchandise based on customer needs and desires. Computed sales prices, total purchase, received and processed cash or credit payment. Scheduled deliveries and Services. Cash transactions, balanced register. Ordering and receiving of merchandise. Received and counted stock items and recorded data manually or using computer. Verified inventory computations by comparing them to physical counts of stock, and investigate discrepancies and adjust errors. Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Checked to ensure that appropriate changes were made to resolve customers' problems. Conferred with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints. Stored items in an orderly and accessible manner in warehouses, tool rooms, supply rooms, or other areas. Packed and unpacked items to be stocked on shelves in stockrooms, warehouses, or storage yards. Show less