Experience

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  LogicalisUS

  • Bloomfield Hills, Michigan, United States

  • Technical Support Specialist

    • Sep 2019 - Present
    • Bloomfield Hills, Michigan, United States

    • Using remote desktop services to connect with users and resolve software issues • Maintaining AD access for hundreds of users, pc’s printers and shared drives • Connecting users to various drives, printers and services • Assist users with software settings and configurations for MS Office products

• 

  Conduent

  • Greater Detroit Area

  • Technical Support Analyst

    • Jan 2018 - Sep 2019
    • Greater Detroit Area

    • Consulting customers on products, services and accounts • Researching and troubleshooting technical issues • Escalating unresolved and continuous issues to developers • Updating and maintaining agent knowledge base

• 

  Archway Marketing Services

  • Greater Detroit Area

  • Senior Information Technology Analyst

    • Jul 2017 - Jan 2018
    • Greater Detroit Area

    • Migrating warehouse pc’s from Windows XP to Windows 7 • Connecting scales and label printers and installing proper drivers • Configuring the printing and scale software • Transfer the desktop and network settings from 1 pc to another

• 

  American Promise

  • Greater Detroit Area

  • Information Technology Help Desk Coordinator

    • Aug 2016 - Jun 2017
    • Greater Detroit Area

    • Facilitate all technology and audio/visual related functions for MacDowell and Jalen Rose Academy • Schedule and ensure the delivery of technology related services between vendors and the schools • Issue and document the distribution of all technology related equipment for both schools • Monitor the two networks for delivery of internet, wifi access and email services • Configure all pc’s and Chromebooks with necessary OS, software and driver files

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  McKesson

  • Greater Detroit Area

  • Server Migration Specialist

    • Apr 2015 - Mar 2016
    • Greater Detroit Area

    Consulting potential customers on design and technologyCreating mock ups for design presentationsImplement web designs into fully functional web sitesDeploying web sites to hosting providersUpdating and maintaining customer web sites

• 

  Ford Motor Company

  • Dearborn, MI

  • PCR Technician

    • Jun 2011 - Mar 2013
    • Dearborn, MI

    Migrating laptop and desktop computers to Windows 7Install additional software appropriate to the users job profileRun installation scripts for adding machines and users to the domainUpdating equipment tracking database with appropriate user informationInstruct users on new procedures and software packages

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  Blue Cross Blue Shield of Michigan

  • Detroit, MI

  • VOIP Support Agent

    • Sep 2010 - Mar 2011
    • Detroit, MI

    Locate and replace analog phones with IP phones in all relevant office spaces Ensure users are able to complete the user authentication procedure Troubleshoot and resolve any VPN and teleconferencing issuesWork with suppliers to resolve any system-wide or phone service issues

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  Hewlett-Packard

  • Pontiac, MI

  • 2nd Level Help Desk Agent

    • Nov 2009 - Aug 2010
    • Pontiac, MI

    Use phone support and remote assistance to resolve user incidentsReplace user ID files and change passwords for users in Lotus NotesSupport users in syncing email between Lotus Notes and Blackberry phonesLimited assistance supporting users syncing personal smart phones and tablets Reporting system-wide outages and issues on the global internet wiki pageDocumenting troubleshooting procedures and actions taken during phone calls

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  AVL

  • Plymouth, MI

  • Migration Technician

    • Aug 2008 - Sep 2009
    • Plymouth, MI

    Migrating Windows servers and workstations to the new domainSupport users with post-migration software configurationsAssisted in the development of the scripted migration procedure and deployment strategiesImaging of computer desktops and laptopsAdminister user accounts in Microsoft Active DirectoryApplying software installation permissions

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  Entertainment Publications Inc

  • Troy, MI

  • 2nd Level Production Support Specialist

    • Jun 2007 - Feb 2008
    • Troy, MI

    Provide support for users with a web based interface or telecommunications issueQuality assurance testing on all web based interfacesAnalyze and resolve or escalate connectivity issuesMaintaining user access and security in PeopleSoft and Citrix portals Monitor the performance of network resources

• 

  IBM

  • Desk Side Support Representative

    • Nov 2005 - May 2007

    Applying configuration scripts to Cisco routers Switches and access points remotely Install software and critical updates Creating and removing IP routesMonitor the daily event logs on the serversAssisting in the configuration of network printers and other peripherals

• 

  Comcast

  • Technical Support Specialist

    • Jun 2004 - Nov 2005

    Assisting customers in the setup of broadband cable modems and VOIP hardware and softwareTroubleshooting and technical assistance with home networking in Windows and MacsAssisting customers in the deployment of various e-mail client programsCreation and setup of email accounts