Experience

North American Bancard

• United States
• Financial Services
• 100 - 200 Employee

• Telecommunications Analyst

  • Sep 2018 - Present

  Attend daily internal IT department meetings to discuss any changes, or issues that happened over night.Perform telecommunications move/add/change (MAC) updatesAfter hours support, maintenance and implementation dutiesRespond to escalations from the Service Desk in support of failed voice communications systems and servicesBased on diagnostics, troubleshooting, knowledge & experience, execute complex system issue resolutionDraft telecom-related processes and procedures to be used by team members and service deskCommunicate to management, vendors and direct service providers for repair and corrective actionPerform small and large-scale telephone move/add/change (MAC) activity as assignedFollow established processes and procedures utilizing approved tools and systems.Communicate status and documentation as requiredDirect vendors in installation and repair of voice services, applications, servers and circuitsPerform regularly scheduled proactive maintenance on telecommunications systems, either solely or in cooperation with team members and peer teams.Review voice communication system diagnostic logs and take corrective action on noted problems as a method of preventative maintenanceAssist in the planning and implementation of telecommunications system projects to include voicemail systems, call routing, voice applications, carrier circuits and new telecom technology to support end users at offices and branch locations using the appropriate tools, manuals and vendor supportMaintain necessary stock of replacement parts and voice communications system hardware.Dispose or repair defective voice communications hardware by returning maintenance items to vendor using RMA processTrack all incoming and outgoing repairsAssist with UAT testing for internal business preparedness.Work with end users, business partners and IT management and peers to provide current, accurate documentation of supported systems, and policies and procedures required. Show less

• Desktop Support Specialist

  • Nov 2015 - Sep 2018

  - Service mobile and desktop hardware/software, printers, networks, mobile devices/MDM, and telecom systems.- Administer AD, Exchange, Okta/Google Suite, RSA, Linux/LDAP, Interactive Intelligence, and in-house apps. - Provide service in a varied environment: Windows and Windows Server, iOS, and Android.- Train end users with group presentations.- Answer phone calls and resolve end user issues remotely- Assist walk up users with on site computer problems- Attend daily internal IT department meetings to discuss any changes, or issues that happened over night. Show less



LenderLive

• United States
• Financial Services
• 100 - 200 Employee

• Service Desk Analyst Tier 2 and Desktop Support

  • Feb 2015 - Oct 2015

  -Documentation and filing of resolved client issues -Answer phone calls and resolve end user issues remotely -Answer emails and tickets on a timely manner to resolve issues -Assist walk up users with on site computer problems -Document and resolve tickets in Service Desk -Attend daily internal IT department meetings to discuss any changes, or issues that happened over night. -Create documentation for coworkers and end users -Schedule and host meetings and training with end users -Provide professional assistance when needed. -Assisted with password resets -Reimage laptop and desktop computers -Extensive troubleshooting Citrix environment thin clients -Program Cisco phones -Program printers with Static IP -Document and assign assets within the company Show less



Lease Corporation of America

• United States
• Banking
• 1 - 100 Employee

• Systems Support Engineer

  • Oct 2014 - Dec 2014

  Answer phone calls, tickets, and emails in a timely manner to resolve any issues -Assist users with on site and remote computer problems. -Reimage desktops and laptops -Extensive troubleshooting with Windows 7 and 8 -Troubleshoot iPads, iPhones, and Macs -Program Cisco phones Answer phone calls, tickets, and emails in a timely manner to resolve any issues -Assist users with on site and remote computer problems. -Reimage desktops and laptops -Extensive troubleshooting with Windows 7 and 8 -Troubleshoot iPads, iPhones, and Macs -Program Cisco phones



Stefanini

• Staffing and Recruiting
• 1 - 100 Employee

• IT Specialist

  • May 2012 - Oct 2014

  Enter data in “Active Directory” to add, delete and modify client information Inventory documentation into spreadsheets for tracking purposes Utilize database to manage client information Provide phone support for clients to resolve technical issues Utilization of remote access to resolve computers issues and Installation of software Documentation and filing of resolved client issues Research best practices to be utilized by the project Provide professional end-user support via telephone, email or websites Provide restorative or or maintenance actions to resolve end-user problems Responds to end-user problems based on standard procedures Extensive knowledge of Microsoft Office, Windows troubleshooting, and active directory Over the phone troubleshooting for a company that is 1000+ users Answer phone calls. Answer emails. Training new employees with training material I provided the company Monitor Windows servers Advanced knowledge of Microsoft Office 2002, 2003, 2007, and 2010. Highly trained in Windows 95 until present Remotely connect to computers and solve computer issues Work in AD and Google email server Provide excellent customer support for all the users including VIPs. Show less



Hewlett-Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• Field Service Technician

  • May 2011 - Jan 2012

  Responsible for closing and opening tickets in database Provide customer service support to clients Responsible for documentation of parts ordering from HP and third party vendor Provide clerical support as assigned for meetings/projects Quality review of reimaged computers/laptops to ensure specifications were met Reimaging computers/laptops Reprogramming printers on the servers Swap out parts of a server Configure all kinds of HP printers Configure Lexmark printers Order parts from HP and third party vendors Participate in team meetings/projects Show less



Clearwire

• United States
• Technology, Information and Internet
• 400 - 500 Employee

• Customer Service Representative

  • Aug 2010 - May 2011

  Customer service support in a call center environment Access client database to provide resolution of billing issues Process credit card payments for clients Data entry support for resolution of billing issues and inquiries Documentation of connectivity issues and various client related problems as they arise Provided troubleshooting support to clients Customer service support in a call center environment Access client database to provide resolution of billing issues Process credit card payments for clients Data entry support for resolution of billing issues and inquiries Documentation of connectivity issues and various client related problems as they arise Provided troubleshooting support to clients



U.S. Army TACOM LCMC

• IT Helpdesk

  • May 2008 - May 2010

  -Troubleshooting hardware and software problems on desktop PCs and laptop computers; -Extensive experience with MS Office 97, Office 2000, Office XP and Office 2003 -Extensive experience with Windows XP OS and Vista OS -Assist and provide technical support for 1000+ user organization, both by telephone support and desk visits -Provide Information Assurance Security Officer support to the ILSC organization -Assist in maintaining ILSC server files and permissions for ILSC team folders and archive folders -Configure and troubleshoot desktop computers and laptops -Configure and troubleshoot commercial and government software -Configure and troubleshoot hardware -Configure and troubleshoot Blackberry handheld devices -Troubleshoot network printers, and install and troubleshoot stand-alone printers -Acquire and maintain a good working knowledge of existing and emerging business programs, software, hardware, PDAs and network capabilities -Perform analysis and provide solutions to technical problems -Perform LAN drop tests for connectivity and port speed -Provide instruction and support of laptop issues, VPN issues and home/hotel internet connection issues. -Perform on a daily basis database tracking -Develop internal administrative procedures -Prepare and maintain funding documents, arranging for supplies and equipment -Knowledge of functions and organization structure -Knowledge to review requests or completed personnel actions for accuracy and accomplishment of management objectives -Purchases and distributes office supplies and equipment -Maintains property records and conducts periodic inspections -Prepares work orders to obtain services -Coordinates input to Command programs, including but not limited to reports and forms control, record and equipment management. -Ability to analyze data requirements, consolidate data, and prepare administrative reports required -Knowledge of graphics and word processing software. Show less