Help Desk Microsoft Office

CHARMAINE WEBB

720-***-**** ac420y@r.postjobfree.com Aurora, CO

HELP DESK SUPPORT

Career Summary – Help Desk Support Professional with 8+ years of experience and a record of developing and supporting solutions incorporating a wide range of applications. Consistently recognized and tasked to improve operating systems using comprehensive Information Technology expertise, with a track record of increasing responsibility and notable success in the creation of information system solutions across a range of corporate initiatives. Team member of projects that were successful is saving money for the company.

Technically savvy and a quick study in emerging technology, able to quickly assess and utilize the appropriate response to meet the specific needs of the business requirement at hand. A welcome addition to any team, ready, willing, and able to function in any role necessary to ensure project success and on-time project delivery.

PROFESSIONAL EXPERIENCE

Marketo Inc.

09/2017 – 12/2017

IT Support Professional

Provided support to end users on a variety of issues. Identified, research and resolve technical problems. Respond to chat, email and personnel requests for technical support. Knowledge of

commonly-used concepts, practices, and procedures within field. Relied on instructions and per-established guidelines to perform the functions of the job.

Recorded, tracked, and documented help desk request problem-solving process in Jira, including all successful and escalated decisions made and actions taken, to final resolution.

Imaged and set up new Dell laptops, MacBook Pro and Air computers. Used Kace imaging. Troubleshooted problems with laptops.

Moved, add and changed Dell laptops and MacBook Pros and Air computers.

Supported MacOS users on the Windows network.

Troubleshooted problems with Windows 10, Microsoft Office 2016, and Office 365, Outlook, PC hardware, and priority software.

Set up new employee accounts in AD, added them to distribution lists, security groups, and third party software.

Added articles to Help Desk Wiki (Confluence) and edit articles.

Deleted termed employees third party software accounts.

Used PowerShell scripts to manager laptop inventory.

Used Kace scripting to add some third party software to laptops.

Helped employees access Maketo’s OneLogin page.

Set up new employees on Box and made sure all employees were syncing to Box.

Used Jamf to install and run scripts for MacBooks.

Moved, add and changed employee laptops and MacBooks.

Pharmaca Integrative Pharmacy Boulder, CO

01/2014 – 04/2017

IT Support Specialist

Provided first line of troubleshooting support for business-critical applications including web applications. Assisted personnel with questions on access requests for department drives as well as helped personnel set and clean up folders in Microsoft Outlook. Identified basic trouble with Dell laptops and desktops. Used Active Directory resetting, checking user accounts and adding new user accounts.

Recorded, tracked, and documented help desk request problem-solving process in Zen Desk, including all successful and escalated decisions made and actions taken, to final resolution.

Imaged and set up new Point of Sale computers for stores with peripherals. Troubleshooted problems with Point of Sale computers and Catapult software.

Supported Mac users on the Windows network.

Ran daily report for store replication, report failures, and run replication of server in case of failure.

Troubleshooted problems with Microsoft Office 2013, 2016, and Office 365, Outlook, One Note, PC hardware, and priority software.

Moved, add and changed Dell desktops and laptops.

Monitored networks using Solarwinds and Meraki dashboard.

Field incoming help requests from end users via telephone, email and walk ups to the Help Desk.

Monitored open tickets in personal queue and team queue.

Imaged and installed software for new employees’ Dell laptops and desktops.

Main point of contact for NEC, Avaya, Momentum and ShoreTel telephone systems set up, moves, and changes.

Main point of contact to report PRI, VOIP and Analog line problems to Comcast, Century Link and Granite.

Added articles to Help Desk Wiki, SharePoint and edit articles.

Order replacement equipment for Points of Sale, Peripherals and Telephone systems with vendors.

Helped set up Dropbox accounts for users and help desk.

Placed orders and worked with Third Party Technicians to repair and replace equipment in stores and home office.

Comcast (contractor) Greenwood Village, CO

09/2013 – 12/2013

CSA Technician II

Responsible for supporting Comcast Business and Residential Services in providing world class service to our customers by promptly answering customer inquiries, providing accurate information while troubleshooting and problem solving with new and existing customers. Contributes to and may lead projects as required. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Provided security account support to Comcast customers email and cable accounts.

Strive for First Call Resolution while handling all issues with urgency, ownership and accountability.

Performed complex diagnostic troubleshooting to resolve e-mail client issues.

Leveraged a variety of software applications to manage customer account information and diagnose and resolve technical difficulties.

Articulated Comcast's Acceptable Use Policy for Internet and Voice to customers.

TIAA – CREF (contractor) Broomfield, CO

03/2013 – 09/2013

IT Technical Support

Works in a call center environment and provides technical support to desktop users and assists users by troubleshooting technical issues Provide courteous, highly professional first level IT support for employees. Maintains a first call resolution rate of 75% or higher Perform diagnosis and troubleshooting for business applications and other technical issues, including VPN clients/connectivity, Windows based operating systems, and Microsoft Office.

Help employees recover McAfee Endpoint Encryption passwords.

Unlock employees Windows (AD) passwords.

Troubleshoot problems with Personal Folders in Outlook.

Remotely access user computers using Tivoli program.

Troubleshoot VPN connectivity issues.

GHX (contractor) Louisville, CO

10/2012 – 12/2012

Customer Support Analyst

Acts as the primary point of contact at GHX for its customers. Works directly with customers to help meet their needs, including systems and general information. Works cooperatively with other departments to develop effective solutions for customers. Utilizes Customer Relationship Management Systems (CRM) to record and research customer information and to record all the customer's questions, problems and solutions.

Fielded incoming help requests from end user via email to the National Customer Help Desk.

Investigated customer’s problems with purchase orders, acknowledgments, and invoices.

Utilized Salesforce.com to manage email queue and research accounts.

Cbeyond Englewood, CO

08/2011 – 07/2012

Tier 1 Technician

Provide troubleshooting support to small business customers such as internet connection issues, phone systems, email send and receive and voice-mail access using cbeyondonline.net, online knowledge base, and technical knowledge. Record, track, and document tier one request problem-solving process, including all successful and escalated decisions made and actions taken, to final resolution utilizing Siebel software. Assist customers add email boxes, voice-mail accounts, port forwarding, domain name changes, reverse DNS look up, setup Virtual Receptionist, call forwarding, Cloud PBX, and hunt groups.

Track all calls on the CRM software program

Escalate Broadsoft, Call Agent, Call Completion problems to Tier 2 support with proper documentation.

Troubleshot problems with Cbeyond/Cisco routers.

Troubleshot VPN connections between customer’s offices and personal computers.

Troubleshot customer LAN connections.

eCollege Centennial, CO

11/2009 -07/2011

Help Desk Technician

Provide troubleshooting support to students such as uploading or downloading files for classes, internet connection issues, and basic hardware and software problems by utilizing online course tools and technical knowledge. Access the administration database to check status of exams submitted, report on student activity, and provide help to student account concerns or issues. Assist students with downloading programs needed for online classes, such as Malwarebytes, Java, Adobe Flash, Adobe Reader, QuickTime, Microsoft Office, and Real Player.

Help create and provide user identification names and passwords for course login pages.

Escalate suspected server problems to Tier 2 support with proper documentation.

Direct students to correct contacts for the specific school they attend.

Track all calls on the CRM software program.

EDUCATION

Telecommunications Course Work Regis University Denver, CO

CERTIFICATION

CompTIA A+

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