Objective
- To obtain a position with an organization in their I.T. department where there is an opportunity for advancement. I have several goals; one is to be supportive of the IT department and of the end user needs as to software and hardware issues. Another goal is to assist users in resolving issues effectively and timely being a good representative of the department. Also, a goal is always looking for an opportunity to learn and grow with the needs of the organization. I am a team player, who is service and customer satisfaction oriented.
IT Skills
- Active Directory, Azure, M365, Exchange, Windows Server, System Center, Citrix, Windows deployments and other administration.
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
- Commitment to providing a high quality and professional service.
- Capable of installing or assisting service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
- Ability to effectively communicate information, both verbally and written, to end users and executive management, understanding when to speak up and deliver an assertive message in support of the project.
- Ability to grasp new materials quickly and apply new information, concepts and procedures in a constructive manner.
- Team lead, prioritizing, assigning, and responding to tickets, measuring and reporting on SLAs, and performing both QA management and project/statement of work (SOW) management.
- Ability to handle highly confidential information/materials.
- Strong analytical skills and problem-solving skills, ability to take a problem and solve it in a quick and efficient manner.
- Performs administrative functions related to support delivery, including tracking support requests, completing paperwork, scheduling appointments and generating documentation.
- Excellent organizational skills with the ability to manage time and multiple priorities.
Personal Experience
- 10 Years work experience providing technical support and customer care directly to customers.
- Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coach employees to meet high performance standards.
- Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings.
- Innovative problem-solver who can generate workable solutions and resolve complaints.
Employment History
MSP (2022-Present)
Onsite Engineer
- We work with business leaders and IT managers. Whether you need end-to-end IT or a boost to your internal IT team, we’re ready.
- We handle IT for Florida’s best businesses. With statewide coverage, our offices in Jacksonville, Orlando, St. Augustine and Tampa make us your local IT partner.
- Install and support a wide range of PC and PC related applications. Windows and Mac
- Interact with user in Person daily on Technology use, iVenture accepted Practices and issue Resolutions
- Microsoft Windows server (Server 2012-2019) Administration Skills
- Troubleshoot local and network issues (internet, Speed, Managed Switches/Firewalls)
- Organize and Execute Desktop Projects Ranging from 1 Day – 2 Weeks
- The face of the Organization out in the field
MSP in Florida (2016-2022)
IT Service Desk Specialist Senior/Lead
- Symmetric is a Managed IT Service Provider that delivers an enterprise-level of IT support and Business
- IT Solutions. We provide services to many types of businesses in the area.
- Provide accurate and timely technology support and problem resolution to our clients.
- Provide support for everyday support requests by phone, email, and onsite support related to workstation and server management, networking hardware, software and hardware malfunctions, user account creation and maintenance, etc.
- Interact and consult with clients to provide satisfaction, guidance, assistance, and follow up.
- Build rapport with clients and their end users to establish confidence, credibility, and high levels of co-operation.
- Train users by constant re-enforcement and assistance.
- Recommend industry best practice solutions to clients when on site and to observe and recommend solutions that address their business needs, whether the client recognizes the need or not.
- Ensure exceptional client satisfaction is consistently delivered and maintained.
- Lead the implementation of overall Technical Service strategies, objectives and metrics while focusing on improving efficiency and automation.
- Drive the highest levels of performance from each team member thru coaching, training, mentoring, and performance metrics.
- Serve as the escalation point for technical support issues.
- Ensure all policies and procedures are consistently followed and updated, as necessary.
- Onsite support
Staffing Company (6 month contract)
Help Desk
- Help Desk Support Specialist that is a consultant within JP Morgan Chase. Providing users support and customer service on company supported computer applications and hardware platforms throughout U.S and overseas. The CCB Service desk is the central point of contact for all supported needs.
- Support Several application within the Branch such as, but not limited to Mortgage express, CLOSR, Customer assist and web phone for example
- Provide the initial point of contact for Technical Support of hardware, systems, sub-systems and/or applications.
- Assist with navigating around application menus. Troubleshoot by connecting into customer’s computer.
- Develop and sustain a productive customer relationship, making the customer and their needs a primary focus.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Verizon (2012-2015)
MTS I-Tech Support
- The Help Desk Support Specialist provides user support and customer service on company supported computer applications and hardware platforms throughout U.S and overseas. Troubleshoots Hardware, Software and Network connectivity problems and advises on the appropriate action.
- Troubleshoot users’ networks, equipment, software and services over the phone, email and live chat and with remote control technologies.
- Provide the initial point of contact for Technical Support of hardware, systems, sub-systems and/or applications.
- Assist with navigating around application menus. Troubleshoot by connecting into customer’s computer.
- Develop and sustain a productive customer relationship, making the customer and their needs a primary focus.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Education
- Associates of Science Degree in Computer Network Administration
