Tier 2 IT Technician

• Aug 2023 - Present

System Administrator

• Feb 2023 - Aug 2023

• Provides desktop support for LAN based PC’s on both the operating system and application levels. Documents all requests for assistance by logging all calls in the incident management system. • Take calls presented into the IT Service Desk when not on an on-site service call. • Performs upper level problem management of User, PC, Phone, and Software issues when Level 1 teams are unable to resolve. • Provides printer support including troubleshooting and resolving all facets of printing issues. • Consult and support to customers in the use of industry standard PC hardware and software. • Assists in the installation of new PC’s by imaging and delivering to the users. • Installs, configures, and troubleshoots IP phones delivering those phones to the users. • Updates and maintains CMDB Hardware Database via ServiceNow. • Performs AD maintenance on a regular basis. • Develops and maintains incident resolution database and works constantly to improve the incident resolution process. • Monitors and updates incidents logged in ServiceNow. • Travels to remote Spectrumbrands locations for routine project and on-site support. Show less

Level 2 On-Site Support Technician

• Mar 2022 - Feb 2023

- Create and maintain tickets within ServiceNow.- Provide VIP quality support to all users in-person and remotely.- Manage access to shared mailboxes and calendars within Outlook via Active Directory.- Manage permissions and access to secured network directories.- Utilize Nasuni software to restore deleted data and revert unwanted changes to data.- Assist with user login issues (ie. password resets, multi-factor authentication setup).- Perform software installations and hardware repairs in-person.- Assist users with new laptop setups over the phone, remotely via Teamviewer and in-person.- Troubleshoot software and hardware issues.- Educate users about their technology when applicable.- Assist with setting up and troubleshooting Audio/Video equipment in meeting rooms.- Set up and maintain workstations throughout the building. Show less

Level 2 Helpdesk Support Specialist

• May 2021 - Mar 2022

- Created and maintained tickets within ServiceNow.- Provided VIP quality remote support to the brokerage team over the phone and utilized Teamviewer.- Managed access to shared mailboxes and calendars within Outlook via Active Directory.- Managed permissions and access to secured network directories.- Utilized Nasuni software to restore deleted data and revert unwanted changes to data.- Assisted with user login issues (ie. password resets, multi-factor authentication setup).- Performed remote software installations.- Assisted users with new laptop setups over the phone and remotely via Teamviewer.- Troubleshot software and hardware issues. Show less

Technical Support Engineer

• Jan 2021 - May 2021

- Responsible for Level 1 Technician Support in an Office-Based environment. - Respond to and create support tickets in Service Now initiated through phone, email and in-person. - Track, Escalate and Resolve issues in a timely manner to meet SLA standards. - Support users via virtual and remote methods. - Provide initial support and troubleshooting for hardware, software, proprietary internal applications and networking. - Properly escalate unresolved issues to level 2 or 3. - Perform miscellaneous tasks and projects as assigned. Show less

Help Desk Specialist

• Jul 2020 - Jan 2021

- Utilize BMC Remedy Ticketing System to track incidents with Coast Guard personnel regarding their technical issues. - Create and resolve tickets within a timely manner to uphold Service Level Agreements. - Triage tickets to proper departments if issue is outside of scope of work. - Maintain contact with clients to update them on their ticket status. - Add, edit and remove Security Groups and User Accounts within Active Directory. - Establish Remote Desktop and Skype Screenshare with users to troubleshoot and resolve issues. - Troubleshoot verification and login issues involving user’s Common Access Cards (CAC). - Support Office Applications Word, Excel, Outlook and Skype. - Perform manual installations of software that are unable to be pushed via SCCM. - Monitor ticket queues for VIP clients and resolve their issues ASAP. Show less

Help Desk Support Specialist

• Jan 2020 - Jul 2020

- Utilize BMC Remedy Ticketing System to track incidents with military and government personnel involving their technical issues. - Resolve tickets within a timely manner to uphold Service Level Agreements. - Create tickets and escalate to proper departments for ticket troubleshooting and resolution if issue is outside of Tier I scope of work. - Maintain contact with clients to update them on their ticket status. - Troubleshoot and resolve errors with GDSS system for troops and cargo supplies on flights. Show less

Tier II Technical Support

• Aug 2019 - Jan 2020

-Utilize BMC Remedy Ticketing System to keep track of incidents with clients involving their tech issues. -Resolve tickets in a timely manner to uphold Service Level Agreement requirements that have been escalated from the Tier I ticket queue. -Utilize Remote Desktop, Remote Assist and Dameware to establish remote sessions with clients to troubleshoot and resolve their issues. -Assist clients with their Outlook Profiles utilizing Active Directory and Microsoft Exchange Admin Center. -Troubleshoot any software required by contract utilizing approved KBA's that are documented within a Sharepoint database. -Determine if a Ticket will need further escalation to Tier III team for advanced troubleshooting. -Assist USDA staff with general issues with their Desktop PCs, Laptops, Tablets and Mobile Phones. Show less

Tier I Technical Support

• Sep 2018 - Aug 2019

- Utilize Salesforce to document client’s account, equipment, staff and technology information. - Open, close and update client tickets within Salesforce to maintain team awareness. - Utilize Remote Desktop, Symantec PCAnywhere, Dameware, ScreenConnect and LANdesk Remote Management to connect to client workstations for product and printer setup, software installations, troubleshooting and remote assistance. - Utilize Citrix Receiver, Netscaler Gateway and Cisco AnyConnect to establish VPN connections to remote servers or workstations. - Package and ship replacement components, training documents and employee badges to client locations. - Assist clients with data entry of medical equipment quantities, serial numbers, prices and descriptions. - Submit orders to replace damaged or defective workstations. - Perform proactive calls to clients to verify quality of service is up to company standards. - Generate production and inventory processing reports for clients utilizing Microsoft Excel. Show less

Public Safety Officer

• May 2018 - Sep 2018

-Maintain a safe work environment for staff and visitors. -Perform patrols on foot and via golf cart of the hospital and parking garage. -Assist with documentation for Victims of Violence and/or Involuntary Protective Status minors arriving in the Emergency Unit. -Assist with processing evidence and/or chain of custody items. -Respond to Staff Duress and Panic alarms within the hospital. -Assist visitors, patients and staff with directions around the facility. -Perform Fire Safety Checks throughout the hospital. -Screen visitors to the hospital for weapons and contraband. -Create written incident reports as needed. Show less

Security Officer

• Jan 2017 - May 2018

-Armed Security Officer with Secret Clearance for Boeing in St. Louis (Nov. 2017-May 2018). -Perform patrols on foot and in vehicle. -Respond to any alarms and emergencies on facility grounds. -Unarmed Security Officer for Saint Louis University Hospital under SSM Health (Jan. 2017 - Nov. 2017). -Assist medical staff with combative patients utilizing therapeutic holds and medical restraints. -Assist visitors with directions and perform escorts for those in need. -Remove unruly or violent visitors from property. -Work with law enforcement on gathering information. -Maintain a safe work environment for staff and visitors with presence. Show less

Correctional Officer

• Jan 2013 - Oct 2016

-Maintained the custody and control of 100+ inmates housed in medium/minimum security units. -Conducted routine and emergency head counts. -Directed and supervised the activities of inmate crews working on maintenance, operations, and janitorial services. -Inspected housing units for contraband, cleanliness and safety. -Searched the building and outside grounds, living quarters and work areas for contraband. -Prepared, processed and maintained forms, reports, logs, records and activity journals. -Escorted inmates to and from cells, court appointments, hospitals and medical appointments. -Responded to inquiries from the public, other staff, inmates and visitors. -Supervised inmate's daily activities, including school, meals and recreation time. -Established healthy relationships and maintained professional boundaries with staff and inmates. -Performed perimeter patrols in vehicle with an issued firearm on grounds. -Maintained facility's firearms, pepper spray, radio equipment and restraints. -Processed and maintained dated logs of maintenance for equipment. -Certified yearly for Firearms (revolver, shotgun, rifle), First Aid, CPR, AED devices, and HAZMAT. Show less

Geek Squad

• Sep 2008 - Apr 2013

-Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues for clients -Resolved virus and malware issues for clients. -Set up and configured hardware and software on company equipment -Maintained accurate hardware and software inventories -Restored data, operating systems, files, documents and drivers -Assisted in sales of equipment and computer repair services. -Performed physical repair and replacement of defective/damaged computer parts within Desktop and Laptop systems. Show less

Shift Foreman

• May 2006 - Oct 2012

-Attended monthly safety meetings to ensure machine operation safety. -Followed company procedures to maintain work environment in a neat and orderly condition. -Maintained equipment in good working order by checking fluid levels and greasing and fueling machines. -Recorded accurate daily vehicle mileage logs. -Assisted in production, maintained inventory logs and delivered food product to vendors or other workplace locations. -Processed and maintained work schedules for employees. -Transported product to delivery vehicles via forklifts and motorized pallet jacks. Show less