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ITOC Sepecialist at TBConsulting- Claim this Profile
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English Native or bilingual proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Credentials
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Avoiding Burnout
LinkedInApr, 2017- Nov, 2024 -
ITIL Foundation certificate in IT Service Management
-Mar, 2017- Nov, 2024 -
ITIL Foundations
LinkedInFeb, 2017- Nov, 2024 -
CT-20100 Actifio Operations Administrator
ActifioJan, 2017- Nov, 2024 -
CT-30100 Actifio Data Management Administration
ActifioJan, 2017- Nov, 2024 -
Broadsoft Platform Administrator
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Experience
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TBC
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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ITOC Sepecialist
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Nov 2016 - Present
Retrieved and efficiently handled income calls, emails, tickets, and security alerts accordingly per Service Level Agreements (SLAs) and client run-books Maintained and monitored client networks, servers, virtual environments, and VoIP phone systems Performed security monitoring with a variety tools and triaged accordingly per client run-book Provided remote hands requests inside data centers and managed shipping and receiving of new and old equipment Added and updated all equipment into asset management system for inventory and tracking Imaged new employee laptops with authorized and approved software Performed walkthrough check of equipment inside data centers and reported any new issues Triaged and escalated trouble tickets and requests accordingly per Service Level Agreements and client contracts Opened and followed up on trouble tickets with Internet Service Providers on behalf of clients and provided Reason For Outage (RFO) to clients Tools and systems worked with include: ServiceNow, LogRhythm, SolarWinds N-Central, SolarWinds MSP, SolarWinds Orion, Packet Sled, Nagios, cPanel, Nutanix, Cisco Meraki, Kaseya, Active Directory Show less
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EDMC
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United States
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Education Management
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700 & Above Employee
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Support Analyst Level 2
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Nov 2014 - Oct 2016
Provided assistance to level 1 analysts in person or through Microsoft LyncTrained new hires on policies, procedures, systems, tools, and call handling through classroom and side by side phoneCreated new hire, student, faculty, staff, and email handling trainingSolved level 1 escalations or escalated accordingly to other IT teams per documentationManaged canned responses for Tech Chat projectCreated and updated knowledge base articlesProcessed User Access Request Forms (UARFs) to create and provide correct user account permissions and access for current and new employeesProvided managerial and leadership responsibilities while manager was away and during last hours of shift till support lines closed.Monitored call queues and agent status through Avaya CMS SupervisorRan end of days reports and emailed to correct personalAssisted with conducting new hire interviewsMaintained and provided same responsibilities as Support Analyst Level 1Tools and systems worked with include: Active Directory, Exchange Management Console, Go to Assist, Heat, ServiceNow, Citrix, VitalSource Bookshelf, Pearson eCollege, Pearson MyLabs, CampusVue, CARS, Adobe EchoSign, ImageNow, HigherOne, Microsoft CRM, Genesys, Pace, Avaya CMS Supervisor and other software systemsAchievements: Internal Call Flow certification and Mentor in mentorship program Show less
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Support Analyst Level 1
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Jul 2013 - Nov 2014
Received and efficiently processed incoming calls and emails from students, faculty, and staff.Answered Human Resources calls on HR1 Connect phone lineWorked with end users to answer questions regarding navigation and technical issuesProvided working knowledge and excellent customer service to quickly identify concernsAssisted with and provided troubleshooting steps to end user issues and problems within scope of support and supported third party productsManaged basic browser troubleshooting and password resetsWalked students and faculty through downloading and installing approved softwareCreated and documented calls properly into ticketing systemsProvided workarounds and escalated issues according to company policyProvided feedback to update knowledge baseTools and systems worked with include: Active Directory, Exchange Management Console, Go to Assist, Heat, ServiceNow, Citrix, VitalSource Bookshelf, Pearson eCollege, Pearson MyLabs, CampusVue, CARS, ImageNow, Genesys, Pace and other software systems Show less
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Tech One
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Phoenix, Arizona Area
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Support Analyst Contractor
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Jan 2013 - Jul 2013
Received and efficiently processed calls to assist students. Worked with end users to answer questions about navigation and technical issues Managed basic browser troubleshooting and password resets Walked students through downloading and installing approved software Created and documented calls properly into Heat ticketing system Provided workarounds and escalated issues according to company policy Tools and systems worked with include: Go to Assist, Heat, VitalSource Bookshelf, Pearson eCollege, Pearson MyLabs, CampusVue, CARS, and other software systems Show less
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J-Curve Technologies
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United States
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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VOIP Tech Support Engineer Level I
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Aug 2011 - Nov 2012
Received and efficiently processed calls and emails from multiple VoIP clients. Worked with customers to resolve first level phone, voice mail, fax, and Internet issues. Managed password resets, re-synchronizing phone to voice mail servers, phone registration, call quality issues, ATA device reboots for faxing, network reboots for Internet outages. Worked with Broadsoft user interface to check phone registrations, hunt groups and auto attendant settings. Assisted with VUDU movies and TV phone support. Walked callers through setting up VUDU account on TVs and set top boxes. Show less
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XERIOM TECHNOLOGY
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Staffing and Recruiting
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1 - 100 Employee
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Consultant
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Nov 2011 - Jun 2012
Managing inventory of computer and phone stations. Disassembling and packing computers and phones, transporting to new location, unpacking and reassembling computers and phones. Troubleshooting computers and phones to ensure they are working properly. Managing inventory of computer and phone stations. Disassembling and packing computers and phones, transporting to new location, unpacking and reassembling computers and phones. Troubleshooting computers and phones to ensure they are working properly.
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Temp worker
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Feb 2011 - Feb 2011
Checked laptops for current software, made sure the keyboards and touch screens worked, checked to make sure USB ports were operational and no damage was made to the cases. Checked laptops for current software, made sure the keyboards and touch screens worked, checked to make sure USB ports were operational and no damage was made to the cases.
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Education
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2008 - 2011
DeVry University Phoenix
Bachelor of Science (BS), Network Communications and Management
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