Tier II Solutions Engineer

• Sep 2023 - Present

Remote Tier II IT Help Desk & MSP Tech

• Sep 2022 - Aug 2023

IT Support Analyst

• May 2022 - Sep 2022

Responsible for computer imaging, deployments and lifecycle.

Help Desk Analyst

• Mar 2019 - Jun 2022

Provide support for 1,800+ internal users. Troubleshoot terminal server user profile issues. Troubleshoot workstation, Windows and Microsoft Office 365 issues. Administer printers and network drives.Create documentation and train team members. Configure and troubleshoot Avaya, GrandStream, Cisco and Ring Central phones. Provision and configure telecom profiles and computers for new users. Address high profile issues. Assist in evaluations of co-workers. In on-call team rotation schedule for after-hours support for critical issues. Manage transitions to replacement computers for users. Identify patterns of issues via tickets for root cause analysis and documentation. Show less

Support Analyst II

• Jan 2014 - Mar 2019

As a Support Analyst II, I am a primary point of contact for support for management and executives and second level support as a point of escalation for end user issues. Lead tech for valued clients being point of contact for IT troubleshooting and consulting. Provision, maintain and troubleshoot Active Directory permissions, memberships and GPO's on Windows Server 2003, 2008, 2008 R2, 2012 and 2012 R2. Troubleshoot email issues, provision mail boxes and manage permissions on Exchange 2007, 2010 and 2013. Troubleshoot server and networking LAN and WAN issues. I provide knowledge base articles on processes and procedures regarding internal and external customers and users. Image and customize workstations for internal and external users. Manage technical projects for customers. Work with NOC and engineering for advanced problem/resolution. Go onsite to resolve issues for customers. In project for domain upgrade from Windows Server 2003 to Windows Server 2012 R2. provided consulting and role configuration. Ensured desktop compliance for project to upgrade Exchange Server from 2010 to 2013 by upgrading all desktops from previous versions of Microsoft Office to Microsoft Office 2013. Configured RADIUS client and tested VPN for new configuration. Restored company to full functionality after mission critical application on server was crippled due to Cryptolocker virus. Worked with engineers for migration of customers from hosted exchange to Office 365. Prepped network, servers and configured Microsoft Office on desktops. Show less

IT Consultant

• Feb 2012 - Jan 2014

Advise, plan, implement and maintain IT solutions for businesses Use remote connectivity to resolve issues for customer convenience Resolve computer and networking issues onsite Advise, plan, implement and maintain IT solutions for businesses Use remote connectivity to resolve issues for customer convenience Resolve computer and networking issues onsite

Technical Support Representative

• May 2011 - Jan 2012

Connect remotely to client computers for troubleshooting Configured third party email on client applications Configured printers for local and networking use Use software tools and repair windows and remove malware on customer computers Configure third party modems and routers for internet connections Setup advanced configurations on modems and routers for networking Connect computers, game consoles and mobile devices to network Manage multiple sessions in multitasking for efficient customer satisfaction Resolved level 2 issues with proven performance and customer satisfaction Assisted with documentation Show less

Technical Support Representative

• Oct 2010 - Apr 2011

Worked in inbound and outbound call center environment Resolved computer and network related issues regarding software product Troubleshot client-server issues Used remote connectivity tools to troubleshoot computer and network issues Worked in inbound and outbound call center environment Resolved computer and network related issues regarding software product Troubleshot client-server issues Used remote connectivity tools to troubleshoot computer and network issues

Helpdesk Technician

• Feb 2008 - Jan 2010

Worked in inbound and outbound call center environment Resolved computer and network related issues from stores and corporate users Troubleshot client-server and LAN-WAN issues Used remote connectivity to troubleshoot computer and network issues Built and customized computers for end users Analyzed and summarized technical data for reports Worked in inbound and outbound call center environment Resolved computer and network related issues from stores and corporate users Troubleshot client-server and LAN-WAN issues Used remote connectivity to troubleshoot computer and network issues Built and customized computers for end users Analyzed and summarized technical data for reports

Help Desk Support

• 2007 - 2008