Technical Support Representative

• Mar 2023 - Present

Utility Clerk

• Jun 2020 - Present

Provisioning Specialist

• Feb 2021 - Aug 2021

Responsible for creating and deleting accounts for all products and services used by the company. Contacting managers of employees to ensure it is safe to delete important accounts dealing with sensitive or company data. Constantly learning employee types and accounts associated with them including minute access rights and privileges to ensure a secure company environment. Carefully reading and remembering documentation regarding new software and systems and their relation to provisioning for a volley of employees with varying titles. Show less

Tier 1.5 Technical Support

• Jan 2020 - May 2020

Supported various softwares such as RightFax, Filenet, Solution Central, Workspace Desktop Edition, Avaya soft/hard phones, Sharepoint, Office 2016 suite, Microsoft Access, etc. Wrote clear and concise tickets on what was done during each call to maximize effectiveness in problem resolution Supported Windows 10 operating system exclusively Helped clients fill out IT Service Connect forms to get software, hardware, and access approvals Worked with Service Now ticketing system exclusively Used built-in Windows tools such as task manager and event viewer to dissect any software related issues Supported broad range of problems as a first line of support for anything IT related Supported multiple different versions of the IBM “Z” based Mainframes Utilized SCCM for managing software for our end users Utilized group policy to effectively manage the security of user’s machines (E.g. pulling security certificates) RSA Administration for token-based Security Helped set up new users using new machines with all software configuration Supported broad range of subsidiary softwares used less frequently by client (e.g. android studio, Visual Studio Professional, SQL Server, db2 databases) Ability to understand and support software and web based applications used solely by the company that is supported by technical support Developed effective communication skills for flawless communication with clients Show less

Lift Operations

• Jan 2019 - Sep 2019

Responsible for creating and deleting accounts for all products and services used by the company. Contacting managers of employees to ensure it is safe to delete important accounts dealing with sensitive or company data. Constantly learning employee types and accounts associated with them including minute access rights and privileges to ensure a secure company environment. Carefully reading and remembering documentation regarding new software and systems and their relation to provisioning for a volley of employees with varying titles. Show less

Security Officer

• Feb 2017 - Dec 2017

Responsible for creating and deleting accounts for all products and services used by the company. Contacting managers of employees to ensure it is safe to delete important accounts dealing with sensitive or company data. Constantly learning employee types and accounts associated with them including minute access rights and privileges to ensure a secure company environment. Carefully reading and remembering documentation regarding new software and systems and their relation to provisioning for a volley of employees with varying titles. Show less

Prep Cook

• Nov 2015 - May 2016

Tasked with the preparation of 40 pizza toppings cutting, slicing, and pre-baking, sauces, dough. Was also a dishwasher for the first several months here before being assigned to prep food. Responsible for cleaning kitchen including: dish pit, prep area, shelving, and behind tables and shelves. While preparing food ensured safe food handling procedure described to me during training to ensure fresh clean food was coming out of our kitchen. Tasked with the preparation of 40 pizza toppings cutting, slicing, and pre-baking, sauces, dough. Was also a dishwasher for the first several months here before being assigned to prep food. Responsible for cleaning kitchen including: dish pit, prep area, shelving, and behind tables and shelves. While preparing food ensured safe food handling procedure described to me during training to ensure fresh clean food was coming out of our kitchen.

Tech Support Tier 1

• Mar 2015 - Aug 2015

Solve technical issues regarding the NiSource Account, writing clear concise tickets relaying exactly what was done during my support call to ensure quicker problem resolution. Troubleshooting for all IBM related software NiSource acquired with contract through IBM. Identifying users problems through a series of questions and solving them as quickly and efficiently as possible. Maintaining a professional Technical support experience for NiSource Employees. Supporting IBM Software Suite using Lotus Notes, Sametime, Citrix based NiSource apps, VPN Token authentication system, etc. Identifying hardware related issues with company issued machines. Fixing any operating system errors or issues with hardware remotely. Able to effectively diagnose and repair problems within a satisfactory time frame. Learned how other sectors of service desk are involved in higher tier intervention. Learned future call mitigation by ensuring problems solved did not persist after fixing particular problems. Eagerness and desire to learn as much as possible made me successful in this position. Show less