Operations Support System Engineer

• Dec 2022 - Present

Technology Service Desk Analyst

• Oct 2021 - Sep 2022

Ensured proper computer operation so that end users can accomplish business tasks. This included receiving, prioritizing, documenting, and actively resolving end user help requests/tickets. Problem resolution involved the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the level 2 • Field incoming help requests from end users via Avaya soft-phone. • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in service now. • Persuasive communication with individuals who must adopt new procedures • Escalate problems (when required) to the appropriately experienced technician. • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken. • Used unified communications like Microsoft Teams and Avaya to communicate with users to resolve problems. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Show less

Deskside Support Technician

• May 2021 - Sep 2021

EOL technician EOL technician

Help Desk Consultant

• Jan 2021 - Apr 2021

● Applied IT support for operating systems, hardware, and Implemented solutions for recurring technical issues. ● Proficiently formatted laptops for employees and resolved technical help tickets submitted via phone, email, and walk-ups. ● Communicated with manufacturers about fault and replaceable equipment covered under warranty. Completed inventory independently of an entire floor of the office. ● Applied IT support for operating systems, hardware, and Implemented solutions for recurring technical issues. ● Proficiently formatted laptops for employees and resolved technical help tickets submitted via phone, email, and walk-ups. ● Communicated with manufacturers about fault and replaceable equipment covered under warranty. Completed inventory independently of an entire floor of the office.

IT Specialist

• Aug 2019 - Jul 2020

● Implemented basic IT infrastructure, configuration, and managing systems and device problems through ticket systems to resolve computer issues of 100% of the building. ●Identified hardware components, disassemble, and assembly. Configure device operating systems and support PC, mobile, and IoT device hardware to ensure parts are 100% functionating and up to speed. ●Active Directory account creation ●Imaging and deployment of laptops and cell phones for new employees. ● Implemented basic IT infrastructure, configuration, and managing systems and device problems through ticket systems to resolve computer issues of 100% of the building. ●Identified hardware components, disassemble, and assembly. Configure device operating systems and support PC, mobile, and IoT device hardware to ensure parts are 100% functionating and up to speed. ●Active Directory account creation ●Imaging and deployment of laptops and cell phones for new employees.