System Administrator

• May 2022 - Present

IT Support Specialist

• Dec 2017 - May 2022

In-person support for about 300 employees in Deerfield corporate office and remote support for 58 real estate offices. Responsible for Windows 10 Migration, reimage laptops and Mac’s update Projects for all locations. • Office 365, MS Suite, Outlook, OneDrive, McAfee, and Adobe cloud support, Box Sync, Promas • Prioritization of trouble tickets and escalation to appropriate groups • Responsible for setting up new employee computer and agent-owned devices • Support Dell, Hewlett Packard, Mac Book Pro & Air • Support Smart Mobile devices (Android/Windows/Apple products) IPhones, IPads, Samsung, etc. • Support Check scanners and check printers • Knowledge and experience installing network devices, hardware and software setup, PC/Mac upgrades, configuration, and administration • Experience with McAfee encryption, Bit locker encryption, File Vault • Remote support using LANDesk, TeamViewer • Experience imaging Laptops/desktop using PXE Boot

Technical Support Technician

• Mar 2017 - Dec 2017

Dispatched to between 3-5 Comcast customers daily to install cable, internet, and telephone service, as well as test, diagnose, and repair technical problems and determine solutions. Also, interact with Comcast technicians to complete projects. • Install, configure hardware, perform tests and evaluate hardware and software components to ensure usability. • Troubleshoot hardware and software issues. • Repair or replace damaged hardware. • Install and upgrade anti-virus software to ensure security at the user level. • Provide support to end-users and being the first point of contact for error reporting. • Establish good relationships with all departments and colleagues. • Managing technical documentation.

Technical Support Specialist

• Apr 2016 - Mar 2017

Initially referred to this company to provide technical support to end-users, and use broad-based expertise to identify, diagnose, and resolve helpdesk system and telephone problems. Subsequently recruited to the permanent position, which involved performing security administration functions for the user, data, and remote access. • Install, configure hardware, perform tests and evaluate hardware and software components to ensure usability. • Troubleshoot hardware and software issues. • Act as the initial point of contact for all computer and system related concerns from clients or other employees. • Speak with users over the phone, in person or via online chat to understand and troubleshoot technical issues. • Repaire or replace damaged hardware. • Install and upgrade anti-virus software to ensure security at the user level. • Establish good relationships with all departments and colleagues. • Assist management in creating training materials pertaining to computer troubleshooting and usage. • Organize and document pertaining to warranties and instructional guides for computer hardware and software. • Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems. • Resolve technical issues related to network interruptions.

HELP DESK TECHNICIAN

• Feb 2015 - Apr 2016

Initially referred to this company to provide technical support to end-users, and use broad-based expertise to identify, diagnose, and resolve helpdesk system and telephone problems. Subsequently recruited to the permanent position, which involved performing security administration functions for the user, data, and remote access. • Install, configure hardware, perform tests and evaluate hardware and software components to ensure usability. • Troubleshoot hardware and software issues. • Act as the initial point of contact for all computer and system related concerns from clients or other employees. • Speak with users over the phone, in person or via online chat to understand and troubleshoot technical issues. • Repaire or replace damaged hardware. • Install and upgrade anti-virus software to ensure security at the user level. • Establish good relationships with all departments and colleagues. • Assist management in creating training materials pertaining to computer troubleshooting and usage. • Organize and document pertaining to warranties and instructional guides for computer hardware and software. • Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems. • Resolve technical issues related to network interruptions.