Microsoft Office Help Desk

JOSE LOPEZ

***-**** *** ****** ****** NY 347-***-****, email: ***********@*******.***

IT PROFESSIONAL – TECHNICAL SERVICES / HELP DESK MANAGER

A dedicated and experienced IT professional with hands-on experience in helpdesk support and desktop with a proven track record of increasing workflow and maintaining a smooth flow of operations in a time sensitive environment.

Technical: Strong technical knowledge with excellent end user support and troubleshooting capabilities.

Managerial: Demonstrated skill in recognizing, motivating and developing IT staff to achieve optimal levels of productivity.

Achievement: Received “Employee of the Month” recognition.

Technology includes:

* Windows XP * Windows 7* IOS 7&8, Symantec Ghost 8.0

Microsoft Office 2010 * Microsoft Outlook 2010 * MS Visio *VMWare View Client 4.6 *

Track IT * Timbuktu * Credant * WinMagic*Computrace* DELL desktops/laptops*

*Lenovo* Active Directory* Goverlan* PC Anywhere* Join.me* Symantec Service Desk 7.5*

* OpenVista®, Medsphere's* eClinicalWorks* Right fax* Air Watch* Imprivata SSO*

SalesForce* MicroStratergy* Concur* Outlook Web* Cisco Any Connect

EXPERIENCE

inVentive Health

Help Desk Analyst Sept. 2014-Present

Provide Level 1.5 Technical Help Desk Support.

•Hardware/Software troubleshooting and issue resolution for remote pharmaceutical field sales force.

•Experience with Laptop, IPad configuration and personalization and Smartphone.

•Hands-on repairs while taking support calls.

•Logging Help Desk calls immediately and accurately.

•Responsible for opening, managing and closing tickets upon resolution.

•Recording changes to inventory (condition, assignment changes, locations)

•Facilitating warranty repairs/replacements.

•Supporting 5,000 end users on numerous different platforms.

ITS LLC

Service Desk Lead Jan 2014-Jun 2014

Responsible for managing the performance of Level 1 Helpdesk team to provide support to 5000 clients both internal and external.

Support over 300 applications.

Ensure that service levels are achieved in order to meet or exceed customer expectations.

Responsible for monitoring call queues, wait times and duration of calls.

Oversee requests, incidents, and problems and manage and coordinate urgent and complicated support issues.

Run ACD reports to identify number of incoming calls, answered calls and abandoned calls.

Act as escalation point for all requests and incidents.

Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

Determine root cause of issues and communicate appropriately to internal and external customers.

Responsible for reviewing the accuracy and quality of work orders.

Level 1 support for Apple and Android mobile devices.

Responsible for creating, updating and maintain documentation and posting knowledge based articles.

Independent Consultant (2012-Present)

Install and upgrade Microsoft Office

Install and upgrade from Windows XP to Win 7

Troubleshoot and repair hardware and software issues.

Printer and Scanner setup.

Install and configure Norton Antivirus.

HEALTH PLUS/LUTHERAN MEDICAL CENTER

IT Senior Technical Lead (2011-2012)

Ensure the smooth, orderly technical operation of Health Plus satellite offices.

Visit sites on a regularly schedule basis and conduct inspections of Tele/Datacomm

Provide support on Citrix based issues.

Infrastructure, PC and Telephone equipment, ensure security measures are being followed.

Provide office staff with assistance and direction as necessary.

Provide daily, weekly and monthly reports for audit purposes.

Provide Helpdesk with the dynamics of the satellite offices so additional resources can assign and scheduled as needed.

Install hard drive encryption software on all the desktops through out all of the satellite offices.

Responsible for documenting and updating the SOG on the number of devices and condition of each location.

Technical Services Support Lead (2005-2010)

Manage the efficient and cost-effective running of the IT department for this health care plan with a total of 270,000 members who are supported in 2 central sites and 13 remote sites throughout the metropolitan area with 1000 workstations and 250 laptops in 24 hours/5 day a week operation.

Oversee a team of IT technical professionals performing desktop support, help desk and daily operations processing.

Accountable for all aspects of staffing, planning, inventory control and purchasing of new hardware and software.

Interface effectively with the user community and management to resolve hardware and software issues, provide support and critical technical assistance.

Responsible for running ACD reports to review incoming calls, answered calls and abandoned calls. Monitoring call volumes and wait times.

Responsible for generating daily, weekly and monthly reports via Track It on number of tickets opened, closed and overdue.

Migrated 250 laptops users from Windows XP to Win7.

Achievements:

Supported the growth of this company from 500 users to 1000 users.

Transitioned from Windows XP to Windows 7.

Successfully performed Disaster Recovery testing.

Coordinated and managed the opening of new remote offices.

Successfully managed 300 user moves between multiple newly opened sites in a single one night and managed to get them up and running for the next day.

Organized and improved help desk support to be more customer focused.

Redesigned nightly batch processing runs and for the first time documented daily IT processing.

Performed company-wide Microsoft Office upgrade.

Desktop Administrator (2003-2005)

Managed staff of six Desktop Technicians. Supported 700 user computer environments. Interfaced with department’s heads to develop needs assessment and increase technical staff support.

Standardized desktops on Microsoft Windows 2000.

Developed remote site support schedule for 15 sites.

Created help desk and developed call flow and trouble ticketing system.

Organized and executed inventory system for enhanced operations.

Performed 200 user moves between sites with no down time or major issues.

Supported Cisco VPN client issues.

PC /LAN Technician (2001-2003)

Provided desktop support to a 600 user environment. Maintained Windows 98/2000 desktops including hardware and software.

Provided remote support to 10 sites in greater New York area.

Installed and configured Microsoft Outlook, Office and Project.

Computer Operator (2000-2001)

Installed, configured and supported Windows 98 and Windows 2000 desktops, including hardware and software.

LUTHERAN MEDICAL CENTER

Computer Operator (1990-2000)

Installed, configured and supported Windows 95/98 desktops running Novell NetWare client.

Patient Service Assistant/Financial Counselor (1986-1990)

Supported hospital processes y providing patient financial, billing and clinic information. Assisted patients in obtaining Medicaid.

EDUCATION

Global Knowledge

Project Management Course

New Horizons

Citrix

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