IT Desktop Support
- Mitigated site risk downtime and reduced thousands of dollars in out-of-band penalty costs by improving connection reliability for over 25 sites (HQs, DCs, RCs, HCs,) across US, CA, and Latin America.
- Reduced avg. Service Catalog PC deployment time from 2 months to within a few days while also condensing repair process turnaround time to 1 to 2 days.
- Provided support to over 800 corporate employees and remote support to 1,500 field users across North America.
- Assisted global network team with internet service inventory and provided cost/speed analysis.
- Designed a flowchart which detailed how to improve Service Catalog processes for the Western Hemisphere.
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IT Desktop Support Lead
Provided exemplary support to all levels of employees, including executives.
- Created and maintained our department Confluence Wiki page. The wiki is used as a reference page for our department's service desk team, to have quick and easy access to important documentation.
- Acted as a Building Lead during the email migration to eBay's mail systems. Assisted employees with configuring their Outlook client, and make sure mail was being received properly.
- Created self-help instructions to fix simple IT issues reducing Help Desk calls by 20% and improved user satisfaction survey results by 30%
- Created a Sharepoint site to facilitate access to self-help materials and provide version control
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IT Desktop Support
Responsible for loading MS XP image and anti-virus software, unlocked and reset user accounts, maintained Ghost Image
- Supported A/V administration, troubleshoot desktop/laptop systems and network issues
- Provided day-to-day technical support for networked and in-house desktop/laptop systems
- Managed Track-It Help Desk Application used to input trouble tickets and run Crystal Report
- Created user accounts, MS Outlook in Active Directory for new hires
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IT Desktop Support Analyst
Provided computer Technical Support to over 60 users in a Microsoft XP environment
- Installed, maintained application software, including Symantec Antivirus
- Installed, configured, maintained, administered local and network printers
- Performed software updates, hardware upgrades
- Performed Asset Inventory
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Sr IT Desktop Support
Handled high priority calls and resolved within a 3 hour time frame
- Achieved average Customer Feedback score of 5.0/5.0 YTD through July 2013.
- Managed office equipment moves, (led team, planned and executed moves, disassembling desktop equipment, and reassembling at new location)
- Performed daily system monitoring of customers' equipment, verifying the integrity and availability of all hardware and networked systems
- Maintained detailed records of equipment inventory in asset management system
- Managed network-related issues
- Installed local and network printers
- Worked regularly with the security team to investigate missing equipment.
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It Desktop Support Technician
Transition email and calendar project from Thunderbird and Oracle to MS Outlook email and Calendar on-time, within budget, and with all requirements met to the client's satisfaction
- Delivered knowledgeable and qualitative support, including problem resolution, new profile development, and equipment distribution (laptops, keyboards, etc.) using Remedy ticketing system
- Changed client settings for Exchange Server and IMAP. Fixed PST and OST files.
- Performed system backups for mapped network and thumb drives.
- Encrypt computers manually. Trained end users on VPN connections. Imaged new computers
- Assigned specifically to work with Vice-Presidents and executives so as to ensure that their IT issues are resolved professionally and on time.
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IT Desktop Support Administrator
Troubleshoot hardware and software, Microsoft, basic Linux and resolved issues in a timely manner.
- Provided Networking support for Cisco Routers and Switches.
- Documented all internal site hardware/software/networking protocols.
- Managed a network that consisted of twelve PCs, two switches, and two routers, maintaining a high level of productivity.
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IT Desktop Support Consultant Various
Implemented company policies, technical procedures and standards for preserving the integrity and security of data.
- Performed Generalized break-fix for all technical equipment using TCP/IP, diagnostics and reimaging.
- Consistently met deadlines and requirements for all production work orders.
- Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
- Aided in Windows 7 rollout.
- Performed new user creation and end user terminations as well as permission changes to user accounts using Active Directory and GPO's.
- Created update packages using batch scripting with Altiris.
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IT Desktop Support
- Oversaw the daily cases of the desktop support technicians to ensure that issues were acknowledged and resolved in a timely manner, which met and/or exceeded the service level agreement.
- Provided technical troubleshooting advice to team members.
- Addressed and/or resolved escalated issues.
- Provided regular reports to the desktop supervisor regarding technical problems, suggestions and solutions.
- Ensured a good line of communication with both upper management and team members.
- Created and maintained documentation of different procedures and processes.
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IT Desktop Support Associate\it Team Lead
Created and maintained user accounts in a windows environment using Active Directory
- Managed a group of five IT interns
- Facilitated the roll out of new Microsoft products
- Deployed and configured new HP computers and printers, handhelds, and any other computer or peripheral equipment
- Responsible for backup and tape rotation for all HP servers on site
- Provided phone support for our outside sales group, which included troubleshooting HP laptops, blackberry's and cellular telephones both on the network and through VPN access
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