Desktop Support Analyst

• May 2023 - Present

-Provide technical support for all current desktop, laptop, networking and network printer systems -Configure and install applications for new computer systems -Configure and terminate RJ45 patch cables for Cisco switches -Configure network connectivity for desktop and laptop systems -Manage Active Directory network accounts and email accounts for approximately 150 employees -Provide technical support for all current desktop, laptop, networking and network printer systems -Configure and install applications for new computer systems -Configure and terminate RJ45 patch cables for Cisco switches -Configure network connectivity for desktop and laptop systems -Manage Active Directory network accounts and email accounts for approximately 150 employees

Ramp Agent

• Jan 2023 - May 2023

Temporary IT Technician

• Sep 2022 - Sep 2022

-Unbox equipment and dispose of boxes in designated trash area\dumpster -Stage equipment for users receiving new installs -Connect equipment for assigned users according to spreadsheet\workorder for each user -Login to device with bank id -Configure monitors according to primary whether left or right -Track device with correct tracking number after install has been complete -Install printer for each user designated a local printer or via network printer -Collect old equipment and store in designated storage location Show less

Information Technology Help Desk Contact Center Analyst

• May 2022 - May 2022

-Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues. -Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources. -Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools. -Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines). -Escalate unresolved issues to Team Leads. -Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner. Show less

IT Help Desk Specialist

• Feb 2020 - Jun 2020

-Answer ITS phone line, track tickets within the ITS helpdesk system and respond in a timely manner -Setup local and network printers for laptop and desktop systems, including driver installation,configuration and troubleshooting -Maintain documentation for ITS standard procedures and communication as stand-alone documents -Assist with temporary computer loaning distribution and application installation -Provide conference room support, including provision of ITS laptop to end users for use in presentations; assist with connecting end user laptops used in presentations; and assist setting up and running virtual meeting software such as Google Hangouts, Zoom, WebEx. Show less

Information Technology Specialist

• Oct 2014 - Feb 2020

-Configure, Install and maintain Desktop and laptop systems for approximately 200 users -Maintain network connectivity for desktop and laptop systems -Configure and maintain 26 Windows based Point of Sale systems -Provide software troubleshooting and connectivity for macOS desktops and laptops. -Maintain CISCO port switches for vendor and center use -Draft and update documentation for various processes including repairing point of sale equipment, configuring Point of Sale equipment. -Provide bi-weekly network account and online safety training for new employees, including training regarding compliance with PCI-DSS standards. -Helped oversee the cellphone program for approximately 75 employees including ordering troubleshooting and replacing faulty parts for Android and iOS users -Configure and maintain Active Directory network accounts for 300 employees -Configure and maintain MS Exchange email accounts -Configure and Install ADP Electronic Time and Attendance clocks -Set up and monitor audio-visual equipment for monthly senior leadership meetings Show less

ITI Network Intern

• Jan 2013 - Aug 2013

-Provide campus-wide network support for staff and students -Configure, Install and maintain switches for campus use -Configure, Install and maintain wireless accesspoints at campus locations -Install and maintain RJ-45 modules and ports in office and residential areas -Configure RJ-45 cat5e patch cables for use in residential and office areas -Install and terminate cat6 cable lines in residential and office areas. -Install and terminate fiber optic cables -Provide campus-wide network support for staff and students -Configure, Install and maintain switches for campus use -Configure, Install and maintain wireless accesspoints at campus locations -Install and maintain RJ-45 modules and ports in office and residential areas -Configure RJ-45 cat5e patch cables for use in residential and office areas -Install and terminate cat6 cable lines in residential and office areas. -Install and terminate fiber optic cables

Client Services Representative-Technical Consultant

• Aug 2009 - Aug 2011

• Provide IT troubleshooting support for university faculty • Image, install and configure new Windows operating systems(Windows 7) and application programs for client use • Process and remove obsolete equipment from active IT inventory to be refurbished • Order replacement computer components from manufacturers (Dell,HP,Lenovo) for computer repairs • Escalate technical issues to department leads for help when necessary • Provide IT troubleshooting support for university faculty • Image, install and configure new Windows operating systems(Windows 7) and application programs for client use • Process and remove obsolete equipment from active IT inventory to be refurbished • Order replacement computer components from manufacturers (Dell,HP,Lenovo) for computer repairs • Escalate technical issues to department leads for help when necessary