Experience

Digital Voice Systems Inc. | DVS

• United States
• Information Technology & Services
• 1 - 100 Employee

• Level 1 Support Technician

  • 2018 - Present



GreenPages Technology Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Response Engineer 1

  • Feb 2017 - Jun 2017



Convergys- Dell

• Technical Support Engineer

  • Jun 2016 - Jan 2017

  • Provide phone and chat support for Dell customers.• Meet company SLA agreements.• Manage tickets using Delta.• Follow up with customers through phone calls and email.• Set up hardware dispatches for customers.• Verify customer service tags and check warranties.• Communicate with other venders(TAMS, Dell global time, D • Provide phone and chat support for Dell customers.• Meet company SLA agreements.• Manage tickets using Delta.• Follow up with customers through phone calls and email.• Set up hardware dispatches for customers.• Verify customer service tags and check warranties.• Communicate with other venders(TAMS, Dell global time, D



City Year

• United States
• Non-profit Organizations
• 700 & Above Employee

• Help Desk Analyst

  • Oct 2015 - Dec 2015

  • Troubleshot tickets via phone or email• Manage users in active directory(setting permissions and moving user to proper groups)• Manage users in google admin console• Create list servers upon request• Reset user passwords• Reset cisco phone voice mail passwords• Troubleshot network issues• Troubleshot Cisco VoIP phones(resetting phone and configuring names)• Managed user's in the Okta Portal • Troubleshot tickets via phone or email• Manage users in active directory(setting permissions and moving user to proper groups)• Manage users in google admin console• Create list servers upon request• Reset user passwords• Reset cisco phone voice mail passwords• Troubleshot network issues• Troubleshot Cisco VoIP phones(resetting phone and configuring names)• Managed user's in the Okta Portal



Boston College

• United States
• Higher Education
• 700 & Above Employee

• Phone Support

  • Apr 2015 - Jun 2015

  Create/change long distance access codes for students and staff upon request• Create/delete student and staff voicemail boxes upon request• Provide information or instructions to students and staff members upon request• Look up a long distance codes• Force off UIS sessions• Look up last pin/password changes• Unlock Voicemail boxes• Reset BC passwords• Reset Voicemail pins• Resolve 10-20 calls per day• Escalate calls to different departments Create/change long distance access codes for students and staff upon request• Create/delete student and staff voicemail boxes upon request• Provide information or instructions to students and staff members upon request• Look up a long distance codes• Force off UIS sessions• Look up last pin/password changes• Unlock Voicemail boxes• Reset BC passwords• Reset Voicemail pins• Resolve 10-20 calls per day• Escalate calls to different departments



Roxbury Community College

• IT Consultant

  • Jan 2015 - Mar 2015

  Deploy images to new PCs.Refresh 10 PC's with re-installations of windows 7&8 Operating Systems.Troubleshoot tickets via phone or in person.Reset user passwords.Provide Support for Student, Faculty and Staff.Troubleshoot classroom projectors.Troubleshoot printers and peripheral devices (Ricoh and HP printers)Troubleshoot network issues.Use Manage Engine Service Desk to manage tickets.Manually Configured (60) Surface Pro 3. Deploy images to new PCs.Refresh 10 PC's with re-installations of windows 7&8 Operating Systems.Troubleshoot tickets via phone or in person.Reset user passwords.Provide Support for Student, Faculty and Staff.Troubleshoot classroom projectors.Troubleshoot printers and peripheral devices (Ricoh and HP printers)Troubleshoot network issues.Use Manage Engine Service Desk to manage tickets.Manually Configured (60) Surface Pro 3.



Harvard University

• United States
• Higher Education
• 700 & Above Employee

• Technical Field Support

  • Nov 2014 - Jan 2015

  • Interact with clients in person, over the phone, and through email.• Provide technical support for Harvard faculty across campus.• Imaged 100 new machines (Dell 9020) using Landesk and installed applications for new users.• Make software available for installation through user’s Landesk Portal Manager.• Answer calls from users and resolved 10 tickets a day using ServiceNow ticket system.• Troubleshoot printers and peripheral devices.• Prepped over 100 machines for recycling and wiped over 100 hard drives



Concord Academy

• United States
• Primary and Secondary Education
• 100 - 200 Employee

• Desktop Support

  • Aug 2014 - Sep 2014

  • Assisted in a two week project helping Concord Academy students connect to the new network. • Assist in connecting classroom and campus machines to the new network • Assisted in a two week project helping Concord Academy students connect to the new network. • Assist in connecting classroom and campus machines to the new network



MIT Press

• Desktop support

  • May 2014 - Aug 2014

  • Monitor and resolve tickets using helpdesk ticketing system Request Tracker 4 • Build new machines(Dell 7010, IMac) and install applications for new users• Use active directory to assign user permissions, add or delete machines to and from various containers, and add or delete machines from the domain.• Assign IP Addresses to machines manually.• Back up user data to server• Troubleshoot printers and peripheral devices such as iPhones.• Update File Maker database • Monitor and resolve tickets using helpdesk ticketing system Request Tracker 4 • Build new machines(Dell 7010, IMac) and install applications for new users• Use active directory to assign user permissions, add or delete machines to and from various containers, and add or delete machines from the domain.• Assign IP Addresses to machines manually.• Back up user data to server• Troubleshoot printers and peripheral devices such as iPhones.• Update File Maker database



Harvard University

• United States
• Higher Education
• 700 & Above Employee

• Desktop Support Technician

  • Jul 2013 - Jan 2014

  • Provide one-on-one technical support for faculty, staff, and students within Harvard FAS• Resolve 15-30 tickets a day in a fast paced environment using the ServiceNow ticketing system• Troubleshoot various software applications on Windows and Apple computers• Troubleshoot network connectivity issues on a multitude of computing devices• Install various types of applications, including internal educational packages, upon user request• Provide Active Directory support for the FAS Lab computing environment• Re-image and configure Windows and Mac computers to prepare them for student lab use• Re-image and configure Windows and Mac computers for kiosk use• Re-image and configure client computers with Windows and OSX• Provide maintenance for over 30+ computing labs across the Harvard campus • Perform user data migrations using Linux, Windows, and Mac utilities• Perform hardware installations and upgrades ( Apple SATA cables, Hard Drives, Ram, Motherboards)• Interact with clients in person, over the phone, and through email.



New England Aquarium

• United States
• Museums, Historical Sites, and Zoos
• 200 - 300 Employee

• Visitor Education

  • Sep 2006 - Aug 2008

  • Facilitated information sessions about aquarium animals to audiences of about 25-50 people• Functioned as part of a team to ensure an enjoyable visitor experience while protecting, promoting and reserving aquarium life• Recognized by supervisors as “Employee of the Week” based on positive feedback fromAquarium visitors• Certified to give Giant Ocean Tank Talks which consisted of an information session on aquarium history and animals of the Giant Ocean Tank • Facilitated information sessions about aquarium animals to audiences of about 25-50 people• Functioned as part of a team to ensure an enjoyable visitor experience while protecting, promoting and reserving aquarium life• Recognized by supervisors as “Employee of the Week” based on positive feedback fromAquarium visitors• Certified to give Giant Ocean Tank Talks which consisted of an information session on aquarium history and animals of the Giant Ocean Tank