Information Technology Support Specialist / Backup Administrator

• Feb 2020 - Present

Helpdesk Analyst 3

• Jan 2012 - Jan 2020

• Supporting 20+ clients with well over 500+ users each over the phone from my remote office in Hanson, MA with their IT needs and problems.• Troubleshooting account issues with Active Directory.• Coached customers with issues with their mobile device and e-mail connectivity.• Resolved issues with Windows 7/10 and MS Office/365 (Issues/How To).• Assessed and resolved issues with remote connectivity using Citrix/VPN/VMWare/OWA.• Fielded issues with Cisco VoIP phones/voicemail.• Facilitated proper escalation if needed and coached team mates with troubleshooting computer issues.• Installed and configured software using SCCM.• Used Milan to assist with customer’s with problems in the document management system.• Educated customers to use certain best practices.• Documented issues using various ticketing systems such as Remedy, Footprints, Service Now, ChangeGear, HEAT, and Track-IT.• Surpassed goals set for positive service. • Reviewed and updated documentation for troubleshooting problems.• Examined ticket queue to ensure ticket SLAs were being met.

Tier 2 Remote Support

• Mar 2010 - Jan 2012

• Monitored network and managed ports.• Installed software via SCCM.• Assisted customers at their desk when needed.• Interviewed job candidates with supervisor.• Handled tickets that tier 1 could not handle either over the phone or in person if needed. • Monitored network and managed ports.• Installed software via SCCM.• Assisted customers at their desk when needed.• Interviewed job candidates with supervisor.• Handled tickets that tier 1 could not handle either over the phone or in person if needed.

Multiple (see below)

• Jul 2006 - Mar 2010

Helpdesk Technician• Provided Tier 1 support for all computer technology for John Deere and Co. worldwide.Electronic Support Technician• Monitored the e-mail queue for the helpdesk.• Reviewed reports and notified agents/supervisors of aging tickets.A.C.E.S. (Advanced Communications Education Support) Team• Screened and audited tickets before escalation to ensure all steps were taken and it had the proper required ticket information.• Notified Tier 3 of any outages.• Answered any questions on how to handle a situation over the phone and sometimes take over the call.

Computer Deployment Technician

• Feb 2006 - May 2006

• Rebuilt computer systems.• Installed user specific software. • Rebuilt computer systems.• Installed user specific software.

Student Help

• Nov 2002 - Feb 2005

Student Services 1/04 – 2/05• Assisted students and answered phones.• Completed data entry. IT Helpdesk 11/02 – 8/03• Aided in hardware and software installation/repair/configuration.• Managed printers for entire building Student Services 1/04 – 2/05• Assisted students and answered phones.• Completed data entry. IT Helpdesk 11/02 – 8/03• Aided in hardware and software installation/repair/configuration.• Managed printers for entire building