Leon Jones
Support Analyst at TABACALERA USA Inc.- Claim this Profile
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Topline Score
Bio
Credentials
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CompTIA A+
CompTIA
Experience
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TABACALERA USA Inc.
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United States
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Tobacco Manufacturing
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1 - 100 Employee
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Support Analyst
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May 2022 - Present
• Manage helpdesk, resolve tickets and escalate to proper team members when needed. • Install new/rebuild existing PCs, configure hardware, peripherals, services, settings, directories, storage, etc. • Perform daily system monitoring, verifying the integrity and availability of all hardware. • Manage and troubleshoot warehouse shipping stations, printers, and scanners. • Organize and coordinate activities associated with installation, deployment, and upgrade of… Show more • Manage helpdesk, resolve tickets and escalate to proper team members when needed. • Install new/rebuild existing PCs, configure hardware, peripherals, services, settings, directories, storage, etc. • Perform daily system monitoring, verifying the integrity and availability of all hardware. • Manage and troubleshoot warehouse shipping stations, printers, and scanners. • Organize and coordinate activities associated with installation, deployment, and upgrade of software (Windows and Mac OS), hardware, voice/video, and network devices as it relates to the desktop and warehouse environment. • Verifies completion of all scheduled jobs, including updates and device restarts. • Troubleshoot printer and copier issues for both desktops and shipping stations. • Deploy and troubleshoot iPhones and iPads. • Manage users in Windows Active Directory. Job Title Show less • Manage helpdesk, resolve tickets and escalate to proper team members when needed. • Install new/rebuild existing PCs, configure hardware, peripherals, services, settings, directories, storage, etc. • Perform daily system monitoring, verifying the integrity and availability of all hardware. • Manage and troubleshoot warehouse shipping stations, printers, and scanners. • Organize and coordinate activities associated with installation, deployment, and upgrade of… Show more • Manage helpdesk, resolve tickets and escalate to proper team members when needed. • Install new/rebuild existing PCs, configure hardware, peripherals, services, settings, directories, storage, etc. • Perform daily system monitoring, verifying the integrity and availability of all hardware. • Manage and troubleshoot warehouse shipping stations, printers, and scanners. • Organize and coordinate activities associated with installation, deployment, and upgrade of software (Windows and Mac OS), hardware, voice/video, and network devices as it relates to the desktop and warehouse environment. • Verifies completion of all scheduled jobs, including updates and device restarts. • Troubleshoot printer and copier issues for both desktops and shipping stations. • Deploy and troubleshoot iPhones and iPads. • Manage users in Windows Active Directory. Job Title Show less
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Alvarez & Marsal
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United States
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Business Consulting and Services
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700 & Above Employee
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Support Analyst II
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Aug 2016 - May 2022
• Facilitating service desk walk-ups and utilizing internal ticket documentation tool & knowledge to complete support opportunities • Create and maintain technical knowledge base to improve technical literacy and improve workflow. • Troubleshoot and determine root-cause investigations for Windows 7/10 laptops, browser, Office 365 applications, LAN,WAN, Printers, Mimecast Email Security,VPN issues. • Installing Labtech Remote software to end user… Show more • Facilitating service desk walk-ups and utilizing internal ticket documentation tool & knowledge to complete support opportunities • Create and maintain technical knowledge base to improve technical literacy and improve workflow. • Troubleshoot and determine root-cause investigations for Windows 7/10 laptops, browser, Office 365 applications, LAN,WAN, Printers, Mimecast Email Security,VPN issues. • Installing Labtech Remote software to end user computers. • Provide support in a Windows 10 environment as well as imaging, deployment, support, and training end users. • Encrypting all hardware in A&M environment to ensure client data is protected. • Maintaining inventory along with Asset Management for IT asset distribution. • Responsible for Data backup (One Drive/Commvault) restoration tasks. • Traveling to A&M satellite offices to perform routine maintenance, office moves and workstation setups. • Contribute to ongoing technology projects and corporate objectives to create a better user experience. • Responsible for configuring email, troubleshooting Apple/ Android devices. • Encrypting mobile devices with Microsoft Intune, setting up MFA on devices and performing remote wipes with Azure. • Mentor and/or coach teammates at front line support. • Assist Level L2.5-L3 engineering/operation administrators with infrastructure applications/hardware, • Maintain on-site hardware and software inventory for asset management. • Perform routine maintenance of end user mailbox by creating PST files or online archiving. • Setup & Supporting Audio/Video Meetings for both internal and external client presentations. • In charge for providing IT support to C-Level Executive & VIP members for urgent & sensitive IT matters. • Coordinating with external IT vendors and client sites for planning, setting up, and supporting various A&M offsite meetings for our 5000+ user base. Show less • Facilitating service desk walk-ups and utilizing internal ticket documentation tool & knowledge to complete support opportunities • Create and maintain technical knowledge base to improve technical literacy and improve workflow. • Troubleshoot and determine root-cause investigations for Windows 7/10 laptops, browser, Office 365 applications, LAN,WAN, Printers, Mimecast Email Security,VPN issues. • Installing Labtech Remote software to end user… Show more • Facilitating service desk walk-ups and utilizing internal ticket documentation tool & knowledge to complete support opportunities • Create and maintain technical knowledge base to improve technical literacy and improve workflow. • Troubleshoot and determine root-cause investigations for Windows 7/10 laptops, browser, Office 365 applications, LAN,WAN, Printers, Mimecast Email Security,VPN issues. • Installing Labtech Remote software to end user computers. • Provide support in a Windows 10 environment as well as imaging, deployment, support, and training end users. • Encrypting all hardware in A&M environment to ensure client data is protected. • Maintaining inventory along with Asset Management for IT asset distribution. • Responsible for Data backup (One Drive/Commvault) restoration tasks. • Traveling to A&M satellite offices to perform routine maintenance, office moves and workstation setups. • Contribute to ongoing technology projects and corporate objectives to create a better user experience. • Responsible for configuring email, troubleshooting Apple/ Android devices. • Encrypting mobile devices with Microsoft Intune, setting up MFA on devices and performing remote wipes with Azure. • Mentor and/or coach teammates at front line support. • Assist Level L2.5-L3 engineering/operation administrators with infrastructure applications/hardware, • Maintain on-site hardware and software inventory for asset management. • Perform routine maintenance of end user mailbox by creating PST files or online archiving. • Setup & Supporting Audio/Video Meetings for both internal and external client presentations. • In charge for providing IT support to C-Level Executive & VIP members for urgent & sensitive IT matters. • Coordinating with external IT vendors and client sites for planning, setting up, and supporting various A&M offsite meetings for our 5000+ user base. Show less
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Axiom Bank
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United States
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Banking
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1 - 100 Employee
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Desktop Support Specialist II
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Nov 2012 - Aug 2016
• Facilitated training of new hires in the organization on bank hardware and software. • Create AD User accounts and assign users to the appropriate membership and security groups. • Assisting users with mobile setup and encrypting mobile devices with Mobile Iron and performing remote wipes when users are no longer with the organization. • Performed biometric access for employees within the corporate office to monitor access within the building.… Show more • Facilitated training of new hires in the organization on bank hardware and software. • Create AD User accounts and assign users to the appropriate membership and security groups. • Assisting users with mobile setup and encrypting mobile devices with Mobile Iron and performing remote wipes when users are no longer with the organization. • Performed biometric access for employees within the corporate office to monitor access within the building. • Assisting end users with bank hardware and software issues, browser troubleshooting, email, networking, phone and printer issues within SLA guidelines. • In charge of pulling camera footage from ATM & DVR to assist with bank investigations or to assist in Walmart investigations. • In charge of assigning Alarm codes to bank employees to secure branches at closing. • Perform desktop upgrades from Windows 7 to Windows 8, Memory and Hard Drive upgrades. • Respond to request from end users in a timely manner via email/phone/chat or in person and document all actions via ticketing system. • Responsible for data migrations, backups, restorations, and device encryption. • Lead various upgrade projects including Citrix Wyse Terminal Deployment, Windows OS upgrades and Office Suite projects. • Creating and maintaining IT documentation for service desk guides for various pc builds, software known issues and fixes. Show less • Facilitated training of new hires in the organization on bank hardware and software. • Create AD User accounts and assign users to the appropriate membership and security groups. • Assisting users with mobile setup and encrypting mobile devices with Mobile Iron and performing remote wipes when users are no longer with the organization. • Performed biometric access for employees within the corporate office to monitor access within the building.… Show more • Facilitated training of new hires in the organization on bank hardware and software. • Create AD User accounts and assign users to the appropriate membership and security groups. • Assisting users with mobile setup and encrypting mobile devices with Mobile Iron and performing remote wipes when users are no longer with the organization. • Performed biometric access for employees within the corporate office to monitor access within the building. • Assisting end users with bank hardware and software issues, browser troubleshooting, email, networking, phone and printer issues within SLA guidelines. • In charge of pulling camera footage from ATM & DVR to assist with bank investigations or to assist in Walmart investigations. • In charge of assigning Alarm codes to bank employees to secure branches at closing. • Perform desktop upgrades from Windows 7 to Windows 8, Memory and Hard Drive upgrades. • Respond to request from end users in a timely manner via email/phone/chat or in person and document all actions via ticketing system. • Responsible for data migrations, backups, restorations, and device encryption. • Lead various upgrade projects including Citrix Wyse Terminal Deployment, Windows OS upgrades and Office Suite projects. • Creating and maintaining IT documentation for service desk guides for various pc builds, software known issues and fixes. Show less
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Education
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2002 - 2003
Valencia College
Computer Science
Community
