- Provided IT support
for the Support Center, including desk side support and remote support for
issues unable to be resolved on the initial call.
- Providing telephone/email support to
over 2,500 users daily within multiple subsidiary site locations
- Troubleshooting connectivity issues
within and outside the office for both wired and wireless connections
- Use Active Directory for account
administration
- Network drives mapping and printer
mapping
- Logged call data in the eStop ticket
system to ensure timely resolution
- Configured/troubleshooting email issues
both client and cell phone
- Window-based PC Administration:
responsible for imaging, configuration and maintenance of hardware
(desktop\laptop) and software for all subsidiary locations.
- Developed and implemented procedural
documentation for Support Staff on various IT Procedures and Software
applications
- IT SharePoint Administrator
- Created troubleshooting documentation
for several software/applications used in the Tiffany Environment.
- Developed Training documentation for
various IT Procedures and Software applications
- Provided IT support
for Holy Cross, including desk side support and remote support for issues
- Troubleshooting connectivity issues
within and outside the office for both wired and wireless connections
- Logged call data in the ticketing
system to ensure timely resolution
- Responsible for the deployment and
support of all PC hardware and peripherals in the Holy
Cross environment
- Perform installation and maintenance
of standard applications
- Diagnose and resolve computer and
printer hardware issues
- Diagnose and resolve computer
application issues
- Server tape backup support
- Server backup report creations
- Create new physician’s within the
MediTech system
- Provides IT support for a fast-paced
Call Center, including desk side and remote support.
- Provides customer assistance for computer
related issues via telephone, e-mail, voicemail, and trouble-ticket
processing system (Remedy) for both onsite and remote users.
- Provides hardware and software
technical support for desktops, laptops, blackberry devices, and other
hardware peripherals.
- Window-based PC’s / MAC OSX
Administration: responsible for imaging, configuration and maintenance.
- Installation and configuration of
network and local printers, scanners and fax machines.
- Continue to design and implement
Visual Basic programs to assist with automating troubleshooting tasks
performed by ITSC team members.
- IT Web-Site Administrator through
SharePoint, FrontPage.
- Assist with Identifying and help
coordinating training for IT divisions.
- Cisco Call Manager Administration:
configuring and installing IP Phones and setup of voicemail boxes.
- Develop and maintain installation and
troubleshooting documents for several software applications.
- Train peers on various IT Procedures
and Software applications.
- Use Active Directory for account
administration.
- POS System, hardware and software
troubleshooting
- AS400 (iSeries) account and printer
administration
- Provided IT support
for the Help Desk, including desk side support and remote support for
issues unable to be resolved on the initial call.
- Providing telephone/email support to
over 3,500 users daily within multiple site locations and countries
- Troubleshooting connectivity issues
within and outside the office for both wired and wireless connections
- Use Active Directory for account
administration
- Network drives mapping and printer
mapping
- Logged call data in the Ticketing
system to ensure timely resolution
- Configured/troubleshooting email
issues
- Window-based PC’s \ MAC OSX
Administration: responsible for imaging, configuration and maintenance of
hardware (desktop\laptop) and software for all domestic and international
locations.
- Designed and implemented a Visual
Basic program in which became an IT standard for end user profile
preventive maintenance
- IT Web-Site Administrator
- Cisco Call Manager Administration:
Phone\Voicemail
- ACD - Avaya, Lucent: Telecom / PBX
administration: Phone\Voicemail
- Created troubleshooting documentation
for several software/applications used in the Tiffany Environment.
- Performed Training for User Support
Staff on various IT Procedures and Software applications
- Strong leadership and influencing
skills utilized to motivate, educate, and direct a team.
- Educated team members on the
importance of teamwork in relation to customer satisfaction and company
profit, and how it affects each employee.
- Investigated any and all inappropriate
computer usages.
- Developed and implemented computer
forensic images and investigations used to assist company in pending
litigations.
- ACD - Avaya, Lucent: Telecom / PBX administration
configured and installed analog, digital, and IP phones and voicemail
boxes.
- Purchasing agent for all desktops,
laptops, software, and peripherals for all Actavis’ US locations.
- Company liaison to manufacturers for
all warranty and replacement equipment for desktops and laptops.
- Asset management of all hardware
domestically and internationally
- Developed and implemented training
documentation and procedures for Support Staff on various IT Procedures
and Software applications.
- Directly managed and assisted IT staff
with providing Tier-2 \ 3 technical support for approximately 3500 employees.
- Reviewed production statistics to
identify individual employee strengths and potential areas for
improvement.
- Monitored individual and teamwork load
to ensure adherence to quality standards and regulatory requirements.
- Wrote regular performance reviews
including monthly reports, and conducted face-to-face meetings to maintain
and improve success through mentorship, coaching, and corrective action as
needed.
- Asset management tracking
- Provided onsite and remote client
assistance for computer related issues via telephone, e-mail, voicemail,
and trouble-ticket processing system (Lotus Notes \ Remedy)
- Provided hardware and software
technical support for servers, desktops, laptops, PDA’s (Palm Pilots, Treo
Smartphone, blackberry devices)
- Responsible for imaging, configuration
and maintenance of hardware (desktop/laptop) and software for all domestic
and international locations
- Installed and configured network and
local printers, fax machines, and scanners
- Developed and implemented training
documentation and procedures for all IT training
- Company liaison to manufacturers for
all warranty and replacement equipment for PC’s, laptops and servers.
- Developed and maintained management
reports for tracking client service requests.
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