Henry Coach

IT Support Specialist -Interactive Business Systems

Southfield, MI 48075 ac0ovc@r.postjobfree.com - 248-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

IT Help Desk Specialist

Interactive Business Systems (IBS), Pet Supplies Plus - Livonia, MI - August 2016 to Present

Primary responsibilities

Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Records, tracks and documents tickets generated for customers seeking help either via email or over the phone.

Completes requests for Password Resets, hosting and un-hosting of files, printer, hardware diagnostics and special desktop releases.

Asks questions to determine nature of problem. Guides customer through problem-solving process.

Refers help desk issues to proper department: monitors if service call was handled within published SLAs. Informs customers of progress on problems that cannot be resolved on first call.

Follow up with customers to ensure issue has been resolved.

Follow up with vendors to ensure equipment requests for customers have been fulfilled. Promotes effective use of technology.

Understands help desk priorities and objectives and takes an active role in accomplishing these objectives. Installs, modifies, and repairs computer hardware and software.

Watches for trends that indicate potential problems and then eliminates the problems before they happen. Participates in other IT groups

Develop FAQ sheets for end users

Document troubleshooting steps to contribute to the IT knowledge base

Perform hands-on fixes at the PC/laptop/tablet level, including installing and upgrading software and installing hardware.

Identity Management Administrator

Strategic Staffing Solutions Trinity Health - Novi, MI - October 2015 to Jan 2016

Responsibilities

Provides information technology support to Trinity Health regional and health ministries. Administers user access to network and various system - wide information systems. Provides troubleshooting and problem solving in specific areas of user access administration.

Assigning different permissions and placing end users to their proper OU in Active Directory for Trinity Health employees.Validating email through Microsoft Exchange. Using Service Now ticketing system to assign or create task document what i performed in that ticket and adding work notes so that the user knows whats been done. Using User Management Application to Create secondary accounts for existing users as well as provision and validate email and user profiles for existing or new hire employees.Troubleshooting hardware such as printers,phones,monitors.Applications such as Outlook,Microsoft Exchange,NetIQ. Completed projects consisting of Doctors,Nurses,Students creating ID's for these new users.

Help Desk Support Administrative Technician

Arrow Strategies - Warren, MI - August 2015 to Present

Responsibilities

Troubleshooting GM's cellular device issues of cracked screens, manufacturers defects, broken charges, replacing batteries, wiping phones using GM's password software. Disabling service for users who has left the company, helping end users who are on image/ Litigation holds get their service restored, Using Excels spreadsheet for users who are on the list. Setting up new users with Cellular devices synced with their laptops password. Using GM HP Service Manager for ticketing system, searching incidents, updating and closing incidents. Using Active Directory to suspend, reinstate end users. Outlook 2013 to communicate with end user.300 end users 50 tickets per day

Desktop Support Administrator

Caelum Research Company - Warren, MI - November 2014 to April 2015

Responsibilities

Creating Users accounts through active directory, disabling accounts, deciding which users have access to permissions, re-imaging computers, wiping hard drives, preparing tickets using Remedy ticketing system for users who needs accounts open, disabled, modified, patching computers with the latest fixes. Setting up new/ old users with E6440 laptops and two monitors, using Windows 7 migration tool, UAT tool to backup and transfer data to new computer. Making sure CAC card credentials are set to the user, installing printers/label makers using the LAN menu. Changing the licensing name to point to the server when the original server is not functioning. 400 end users 75 to 100 tickets per week

Desktop Support Technician Apex

Apex Systems - Southfield, MI - March 2014 to April 2014

Responsibilities: Encrypted data for all the hospitals in the southeastern Michigan area using flash drives and updating the bios version from A04 to A012 and data migrations using sum v7 tool swapping out old pc's for new ones 100 end users

Contract IT Helpdesk Technician

Fidelity Investment - Southfield, MI - December 2013 to December 2013

to December 2013 to December 2013

Help Desk Technician

Minacs - Southfield, MI - August 2013 to September 2013

• Responsibilities Refreshing windows 7 computers swapping old desktops with new ones preparing fix tickets IT Helpdesk Technician Minacs - Southfield, MI - 50 end user

Minacs

Troubleshooting IPhone - August 2013 to September 2013

4,4s, 5,5s, 5c. Recovery mode and Restored IPhone asking Probing questions to understand the issue with customer's devices. Gaining Agreement with customers on issues with their devices setting up repair tickets, store locaters and the best replacement, insurance options for customers. 100 end users

Student - IT Technician Everest Institute Trade School

EDUCATION

Information Technology Diploma in Information Technology

Everest Institute-Southfield - Southfield, MI

2012 to 2013

Microsoft Window 7 Enterprise Desktop Administrator Certification CompTia Security + Certification

Microsoft Window 7 Configuration Certification

Microsoft Windows Server Certification

ADDITIONAL INFORMATION

TECHNICAL SKILLS:

Creating /Restore ghost images • Utilize remote desktop to assign user's remotely with any issues such as MS office, printers and software installs • installed and troubleshooter antivirus software such as Norton, Malware bytes and MacAfee • Utilize defrag tools as a solution to assist customers with computer running slow • Wipes hard drives using a degaussing tool • Reset and unlock passwords in active directory • Joining computers to the domains • Assisted customers with setting up outlook mail 20

2007/2010 on their pc's

Contact this candidate