Experience

LiveRamp

• United States
• Advertising Services
• 700 & Above Employee

• Information Technology Support Engineer

  • Jan 2021 - Present



ASU

• United States

• Saas-System Administrator / Zoom Administrator

  • Oct 2020 - Sep 2023

  • Resolve client issues, general concerns inquiries via service now, email and chat. • Provide administration and assist customers with Office 365 Exchange, Zoom, Slack and G-Suite issues. • Provide high level technical support, consultation and troubleshooting virtually to university student, faculty, and staff, under the direction of the University Technology Office for Zoom technologies, and all suite of collaboration tools. • Respond appropriately to users request or issues by instilling trust through consistent follow-through and ownership of issues. • Help develop and maintain customer facing and internal knowledge base articles. • Collaborating across our teams as well as participating in ASU events and programs. • Providing 24/7 on-call support as needed. • Source new solutions for existing problems as well as innovative ideas; recommend and implement solutions. • Strong technical troubleshooting skills, perseverance and patience. Show less



TASER International

• United States
• Public Safety
• 100 - 200 Employee

• Desktop Support Engineer

  • Jul 2019 - Apr 2020

  • Administration of AD, Office 365, Azul, Microsoft Dynamics AX 2012, Zoom, Okta, Slack, Quip • Configure newly purchased Mac laptops using Jamf, Dep and MDM • Image new purchased HP laptops using Ivanti USB stick • Set up accounts and deploy equipment for new employees • Add users to appropriate groups and permissions in AD • Setup and maintenance of Audio, video, and conferencing equipment (Zoom) • Maintain and update support information and actions in the IT Ticketing system (Service Now) • Provide Concierge level support for company Executives and designated VIP users • Install, configure, and troubleshoot equipment, laptops, desktops, software, printers, and scanners • Create of various department Images using Ivanti (LANDesk Management Counsel) • Install and configure software • Maintain excellent communications with the end users and insure customer delight throughout the experience • Troubleshoot TCP/IP and related network issues (VPN,DNS, SMTP, DHCP, etc.) • Work closely with tier 3 teams and share information across the organization • manage deskside support tickets involving both Windows and MacOS devices, • Create Best Practices for PC Life Cycle refreshes and Windows 10 migration Show less



Santander Consumer USA

• United States
• Financial Services
• 700 & Above Employee

• Desktop Support Engineer III

  • Mar 2019 - Jul 2019

  • Support of SIP Station troubleshooting and documenting failures • Diagnose and repair Citrix issues and troubleshoot agent applications related issues • Heavy customer service experience • Work with the proper teams for resolution of tickets escalations • Responsible for incident management of the entire site • Service Now ticketing system • Manage inventory for low stock of equipment • Interact with site and business leadership in weekly meetings • Support of SIP Station troubleshooting and documenting failures • Diagnose and repair Citrix issues and troubleshoot agent applications related issues • Heavy customer service experience • Work with the proper teams for resolution of tickets escalations • Responsible for incident management of the entire site • Service Now ticketing system • Manage inventory for low stock of equipment • Interact with site and business leadership in weekly meetings



Banner Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Desktop Engineer II/Enterprise Exchange Admin

  • Sep 2018 - Jan 2019

  • Closely monitor Service Now request/incident tickets to ensure timely resolution • Hands on experience on MS exchange 2003/2007/2010 premise and Office 365 • Day-to-day troubleshooting of Outlook issues such as mailboxes, shared mailboxes, distribution list and Calendar issues • Scripting (PowerShell) • Administration and configuration of OCS 2007 and Lync servers • Provide 24hour On-Call support (Xmatters) • Mail Quota Increase, Active Sync, • Skype account creation and enabling • RightFax account management and permissions Show less



Magellan Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Senior Desktop Support Analyst

  • Feb 2018 - May 2018

  • Proficient supporting Windows products (Office365, Outlook/Skype, Access, Visio, Project, etc.) • SCCM software deployment, SCCM remote connection, SCCM configuration manager • Imaging in a OSD environment running pixie boot task sequence. (Windows 10 images) • Support of Zoom (conferencing software) and Box (Cloud Storage Services) • Service Now (ticketing system) • Refresh of out of warranty hardware. • System migration of Windows 7 to Windows 10 OS. • Manage BitLocker Windows 10 components. (Recovery key, Unlocking or Encrypting drive) • Telecom troubleshooting VOIP Phones • AD Creation of user accounts - Add users to proper groups, mirroring permissions • Network troubleshooting including home networking for remote users • Insure LAN/WAN issues are resolved in a timely manner • Android and iPhone support • iPads, Mac Book Pro • Support of Application – OKTA, Citrix Receiver, CMS Supervisor, Nice Show less



Fiserv

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Lead System Support Specialist

  • Nov 2013 - Jun 2017

  • Remedy Service Management ticketing system / and Service Now • Provide remote and desk-side technical support of Window 7 and Windows 10 • Application support of banking systems • Support of LAN/WAN issues • Responsible for new hire builds, moves, and phone setup. • Manage machine and user accounts in Active Directory • Office 365 & Lync Support • SCCM 2012 software deployment and resolve SCCM corrupt client issues • Image PC’s using SCCM OSD environment • Manage of McAfee client agent, DLP and Data protection Encryption • Android and iPhone support (AirWatch) • Maintain POLYCOM system in conference rooms. Setup video conference calls • Server support task such as replacing and racking servers, switches and KVM consoles • Virus / Malware removal • Asset tracking and equipment disposal • Create Best Practices for PC Life Cycle refreshes and Windows 10 migration. Assign task and follow through with deadlines. • Leading 5 consultants • Hold weekly team meetings to insure and enforce desktop policies are being practiced and go over tickets in queue. Identify issues and come up with preventive measures. Go over reports and insure SLA’s targets are being met. Show less



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Lead ITA Sr Specialist

  • Jan 2009 - Jul 2013

  • Support of T-Mobile retail store core hardware devices such as Point of sales devises • Predefined Maintenance: Duties include AD user and machine account management, routine system management, backup tape rotation and hardware maintenance. • Print Services: Duties include management of all Windows 2008 print servers and print queues. • Support of store Cisco switches and routers. • Avaya Phone systems / cross connect, punch down and troubleshoot connectivity issues • Use Remote Desktop tools to remotely manage & resolve issues • Contribution and input of new technology research and testing • Symantec endpoint encryption • Leading 8 consultants. Monitor day to day duties and assign task. Create team motivation and instill a Win-win attitude focused on values. Identify improvement plans, identify problem faults. Work with team members to insure goals are meat. Coach on best practices, quality of service and customer support Show less



COUNTRY WIDE FINANCIAL SERVICES

• South Africa

• Desktop Support Analyst

  • Jun 2008 - Sep 2008

  • Handle and resolve incidents created by the Remedy Service Management system. • Set-up, test and troubleshoot a variety of hardware including desktops, laptops, servers, printers, sound and video cards, peripherals and handheld devices (Blackberry PDA’s) • Support of Lotus Notes email failures and Client Server Applications • Installs, tests, and troubleshoots an array of software applications including multi-platform operating systems, third-party applications, and in-house developed applications • Coordinates departmental moves • Image of new equipment or corrupted OS file via a Pxe Boot process • Remotely assist out of office employees and clients using PC Anywhere • Troubleshoot VPN connection issues, authentication issues • Managed Active Directory to Create Organizational Units, Groups and Create Users Show less