Help Desk Specialist

• Aug 2021 - Present

• Configure and maintain network devices (VOIP phones, printers, and thin clients). • Create and maintain Microsoft 365 users, groups, and distribution lists. • Maintain Microsoft user accounts on premise and Office 365. • Create and secure groups in SharePoint. • Reconcile business accounts with vendors. • Configure and maintain network devices (VOIP phones, printers, and thin clients). • Create and maintain Microsoft 365 users, groups, and distribution lists. • Maintain Microsoft user accounts on premise and Office 365. • Create and secure groups in SharePoint. • Reconcile business accounts with vendors.

System Admin Apprentice/Service Desk

• Jan 2020 - Feb 2020

• Installed and configured software. • Created client accounts and workstations via Office 365. • Monitored performance and maintain systems according to SOP requirements. • Maintained VOIP phone system. • Maintained Microsoft licenses and active directory via Azure. • Installed and configured software. • Created client accounts and workstations via Office 365. • Monitored performance and maintain systems according to SOP requirements. • Maintained VOIP phone system. • Maintained Microsoft licenses and active directory via Azure.

ERP Analyst

• Feb 2014 - Jul 2018

• Delivered day-to-day support with existing and new application modules. • Tested system upgrades to the Oracle database. TESTING: Test ERP layout to make sure the system met organizational needs. Review all help tickets related to ERP. Troubleshoot automated system problems and issues encountered by users related to populating data fields and data reporting. CONFIGURATION: Customized and configured workflow to allow integration of client/server applications. Work with System Administrator to configure existing Oracle application modules. ACCOMPLISHMENTS: Assisted with the upgrade of the new Kronos time management system. Created new RUP test plan for a major Oracle update; plan limited the accounting department’s downtime. Served on a team that created a new Automated Service contract; automated process decreased number of days required to approve the service contract. Show less

System Support Specialist II/ Service Desk

• Jul 2013 - Dec 2014

• Installed, diagnosed, repaired, and upgraded all personal computer (PC) hardware and equipment to guarantee optimal workstation performance. Troubleshot problem areas using telephone, email and remote toolsets to provide end-user assistance as required. • Provide first-level contact and issue resolution for all users with hardware, software, and application problems. • Maintain and upgrade computer hardware and equipment as needed. TESTING: Prepared tests and applications to monitor desktop computer performance and provided related statistics and reports. Prepared tests and applications for monitoring desktop performance, then provided performance statistics and reports. CONFIGURATION: Installed, configured tests, monitored and troubleshot workstations and related hardware and software to deliver required desktop service levels. CUSTOMER SERVICE: Received and responded to incoming calls, emails and other communications regarding desktop problems. Performed moves, additions and change requests as submitted to managers. Administered and resolved issues with associated end-user workstation networking software products. Liaised with third-party support and PC equipment vendors as necessary. INVENTORY: Inventoried all monitors, keyboards, hard drives, modems, network cards and other components and equipment. Wrote technical specifications for purchase of PCs, desktop hardware and related products. ACCOMPLISHMENTS: Collaborated with LAN technicians and network administrators to certify efficient operation of all systems. Traveled to more than 10 remote villages to install new equipment in several medical clinics. Replaced and reconfigured telemedicine carts to increase healthcare effectiveness with regard to patient healthcare. Assessed the need for and implemented performance upgrades to PC boxes, including installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMS, etc. Show less

Information Technology Help Desk Support

• Jan 2013 - Jul 2013

• Resolved customer requests for assistance over the telephone or via email. • Acted as the initial contact for all internal customer technical support required for computer workstation hardware and software, networks, operating systems, printers and internet access problems. • Respond to email and phone requests in a timely manner and restore normal service to internal and external users based on established and approved service level objectives. CUSTOMER SERVICE: Triaged a large volume of incoming calls from internal employees. Interacted with customers and used a problem-solving tracking system to document calls and interactions; escalated issues as necessary. TECHNICAL SUPPORT: Utilized online procedures, solutions and knowledge bases to troubleshoot technical malfunctions and equipment concerns. Monitored and responded to hardware and software problems using a variety of testing and tracking tools. Used specialized equipment and computer databases; updated and improved existing systems. Provided minor to moderate server and equipment maintenance on complex systems. ACCOMPLISHMENTS: Triaged calls from approximately 1,300 employees. Solved problems within an eight-minute time frame while supporting the emergency room and physicians. Show less

Computer Support Specialist Intern

• Aug 2011 - Dec 2012

Interned as a Computer Support Specialist while attending school at the University of Alaska. Answered verbal and written inquiries to provide technical support for both computer software and hardware operations. TECHNICAL SUPPORT: Inspected equipment and reviewed order sheets to prepare for equipment delivery. Set equipment up for use, performing and ensuring proper installation of operating systems and software. RECORDKEEPING: Kept a record of all incoming communications while preparing evaluations of software and hardware. TROUBLESHOOTING: Read technical manuals, conferred with users and conducted computer diagnostics to investigate and resolve complex technical issues. ACCOMPLISHMENTS: Resolved multiple requests and delegated more complex issue to appropriate technicians and vendors. Show less

Logistics Analyst

• Jul 2010 - Aug 2011

Property Book Technician and PRP Officer for the 52nd Special Operations Command in Iraq. Held accountability for sensitive items including night vision goggles, various types of vehicles and other high dollar equipment.PROBLEM RESOLUTION: Reviewed and analyzed supply performance duties in role of Property Book Officer.CUSTOMER SUPPORT: Advised unit personnel on policies and warehousing techniques. Resolved immediate supply problems through coordination with Army Supply Command, Army Material Command Staff and the Navy Wholesale Supply Network.ACCOMPLISHMENTS:Received a Customer Service Award Show less

Logistics

• Jul 2010 - Jul 2011

Technical Support Technician

• Jan 2004 - Jul 2010

• Purchased supplies for the STRYKER Brigade at Fort Wainwright, Alaska as a government contractor employee. • Ensured proper tracking of highly sensitive equipment. POLICIES, PLANS AND PROCEDURES: Analyzed policies, plans, procedures and management systems for the Central Installation Property Book Office. Monitored trends in supply performance pertaining to unit property, preparation of requisitions, supply transportation, repairable returns and effective use of the Defense Reutilization Management Offices (DRMO) deficiency reports. ACCOMPLISHMENTS: Developed a strong knowledge of laws, policies and legal precedents. Show less