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Support Technical

Boca Raton, Florida, United States
January 24, 2018

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***** ****** **** ***, **** Raton, Florida 33496 Email: Phone: 561-***-****


Multi-Talented It Helpdesk/ Call Center, Hardware/Software Professional With A Distinguished Record Of Supporting World-Class Information Systems.


RSA SecureID


MS Access

MS Office Professional 2010, 2016

Crystal Reports


MS SQL Server 8


Office 365



Windows 7, 10

Audio Visual Equipment




MDVIP, Boca Raton, FL, August 2015- October 2017

IT Service Desk Technician – Infrastructure Support

•Serve as first point of contact for all IT related issues/requests via call, e-mail or web

•Capture user/issue information and enter in HEAT tracking system

•Triage to identify severity of issue

•Resolve all severity cases in timely fashion

•Create and maintain documentation relating to network & help desk issues

•Maintain IT inventory lists to include cell phones, laptops and projectors

•Perform system administration functions including user account maintenance (activate/inactivate accounts, reset passwords, etc.)

•Provide training / information as needed to the customer on any of the applications that are supported

•Perform QA &/or UAT for the different applications supported.

•Utilize information resources to find answers and implement solutions to problems. Special attention will be placed on the improving & adding information to our knowledge base which leads to continuity.

•Provide hands-on desktop, notebook, and software support in person and by phone.

•Perform initial setup of hardware and install peripherals at end-user’s workstations.

•Troubleshoot hardware and software problems.

•Prioritize incoming support requests and respond to users in a timely manner.

•Escalate issues if a resolution cannot be found or additional resources are required.

•Develop Ghost images for Desktops and notebooks.

•Troubleshoot remote computing problems such as: Inability to connect inability to connect via VPN, etc.

•Define scope and root cause of problems with limited information from user.

•Utilize remote control software (Webex) to troubleshoot end-user problems in a timely manner.

•Escalate top priority, production-critical issues to the appropriate technical staff

•Performing global incident routing; including validation, processing, triage, routing decision points and assignments.

•Troubleshoot and resolve network printing problems.

•Hardware/Application troubleshooting and escalation of potential problems with desktops, laptops, monitors, docking stations, Member portals, Physician portals and all other applications

•Utilize keen communication skills to diffuse tense situations and calm down irate customers.

•Maintain close working relationship with developers, business analysts and other departments to swiftly diagnose or escalate critical and non-critical issues.

MONIKER/Key Systems- Domain Registrar/Reseller Fort Lauderdale, FL, March 2012-August 2014

Client Service Engineer

Provided web and live phone support for Moniker on-line products and domain management tools.

Created and worked cases utilizing cloud based software, Salesforce and OTRS. Provided support to domain registrants with issues stemming from URL/Email forwarding, DNS issues and domain transfers to other domain registrars.

Operated audio visual equipment for presentations of new web site

Utilized Salesforce and OTRS the cloud based CRM to create, store, track and log customer cases. Handled approximately 75-80 calls per day. Created documentation as information was entered into Salesforce.

Reverse Mortgage Solutions, Palm Beach Gardens, FL, September 2013-March 2014

Software Support Analyst - Contractor

Provided both email based and live phone support to Mortgage Companies, Lenders, Servicers and Investors who utilized HERMIT (STORM), the web based management software of HUD. Home Equity Reverse Mortgage Information Technology (HERMIT) application is the centerpiece of a newly designed and streamlined business service that manages and tracks the loans in HUD’s Mutual Mortgage Insurance (MMI) fund.

Acted as first line of support when clients report incidents and service requests. Received, gathered and assigned incidents and issues according to severity to the company’s home grown CRM, Bug Trak. Analyzed, troubleshoot, researched and resolved issues for user community.

Created documentation on repeated issues to build on knowledgebase to aid future employees and to meet CCMI requirements.

Utilized pre-written queries to access data in MS SQL Server 8 where the data is stored for the application.

TELEPERFORMANCE /ASD, Microsoft Online Services Technical Support, 2011-2012

Technical Support Engineer

Provided both web based and phone based support to Microsoft Online Services BPOS-S and Office 365 blue chip customers in Windows XP, Windows 7.

Documented, entitled, diagnosed and resolved issues relating to Microsoft Exchange, Outlook 2003-2010, Active directory, Single Sign On cloud based application issues.

Promoted to an elite group of engineers (GATE) whose primary responsibility was to perform global administrative password resets adhering to Microsoft’s strict security policies.

GEORGIA DEPT OF HUMAN SERVICES, Refugee Programs Unit Atlanta, GA, 2008 - 2010

Business Operations Specialist

Played integral role in writing policy revisions, planning budgets and maintaining the Microsoft Access 2003 refugee database resulting in timelier, accurate invoice to payment turn around.

Created user friendly SQL query scripts to allow customized data reporting for clients.

Provided technical assistance and user training for up to 24 users.

Provided both standardized and AD-HOC reports to internal management as well as to 9 contracted service providers resulting in improving job placements, housing and ultimate federal funding.

HIPPA trained and certified working with sensitive client information.


Supervisor Inventory Control/Shipping – Help Desk Support

Installed, configured and maintained company standard equipment (Dell Servers, Laptops, workstations, network administrative support, providing all desktop application services printer) for approximately 60 users in an NT 4.1 and later Windows 2000, Windows XP client/server environment, Wireless Data Collection support.

Provided expert end user support for all software applications, such as MS OFFICE, DB/2, LOTUS NOTES, SAP, MS Access and proprietary warehouse management software.

Spearheaded consistency by creating SOP’s and authoring operating manuals for all units. Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

Created and implemented the utilization of daily statistical reports to increase productivity.

Performed nightly backups utilizing Veritas Backup software.

LOGILITY, INC., Atlanta, GA, 1997 - 2001

IT Network/Help Desk Administrator/ Warehouse Management Systems Implementer


B.A. Degree – Major: Communications

State University of New York, College at Cortland, Cortland, NY

SEC Training

Security Clearance for HUD

MSCE Training

Microsoft Certified Solutions Expert

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