Experienced, ambitious, and multifaceted IT Professional seeking an upper-level Help Desk Support position to leverage ex15isting skills while contributing to the success of an organization. Skilled in system updates, troubleshooting, and repair of computers with over 15 years of proven success in the IT industry. Excellent communication, leadership, and organizational capabilities. Abreast of current technological trends as well.

Technology Skill Summary

Systems: Windows 10 & 11, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System

Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface, and Processors

Software: Microsoft 365, Azure, Scripting with Python, Classless IP Addressing

LAN WAN

Virtualization

Hardware Support

Splunk

Cloud Support

Active Directory

SIEM

Documentation

Troubleshooting

IPS/IDS

Networking

SaaS Support

Firewalls & Antivirus

Technical Support

Identity Access Mgmt

IP Addressing Scheme

Education & Certifications

CompTIA Cybersecurity Analyst (CySA+) Per Scholas Valedictorian September 2023

Information Technology System Administrator MyComputerCareer December 2022

Linux Fundamentals Microsoft Azure Fundamentals AZ-900 CompTIA Network+

CompTIA Security+ Practical Network Penetration Tester - PNPT

CompTIA A+ (Core 2) July 2022

Employment Experience

Desktop Engineer TEKsystems Feb 2023 to Present

●Deep knowledge of SaaS products and services

●Cisco IP phone support

●Hardware product Support(Tizen, Web OS Players, Fire OS devices, Chrome devices)

●Provide onsite deskside support for multiple Michelin locations.

●Maintain tickets and inventory via SNOW (Service Now)

●Build/Image new laptops/desktops via PXE boot.

●Assist users with SCCM installations and troubleshooting.

●Hands on network troubleshooting

Service Desk Analyst KPMG Oct 2019 to May 2022

●Analyze, troubleshoot, and resolve all technical problems related to Microsoft Office suites and standard business applications.

●Create and modify Active Directory and MS Office 365 accounts.

●Email setup, and troubleshooting.

●Mobile device setup and repair using MDM.

●Ticket creation and modifications using ServiceNow and Bomgar remote support tools.

Sr. Desktop Support Analyst UnitedLex Oct 2016 to Sept 2019

●Support for ALL things IT related for the Atlanta office.

●Perform setup & troubleshooting for desktops, laptops, iPad, iPhone, mobile devices & printers.

●Provide Active Directory, Windows 10, and Office 365 User Support

●Troubleshoot and administer Wyse/VDI user accounts in Citrix environment.

●Provides leadership to Technical Support Analysts by disseminating information and through advising, coaching, and mentoring staff.

●Inventory and Asset management.

Executive Steward Le Meridien Hotel Feb 2015 to Oct 2016

●Provide operational, performance and development guidance to all team members.

●Implementing SOPs to improve upon operational efficiency of department.

●Departmental budgetary oversight to ensure fiscal alignment with annual goals.

●Supervise and manage all non-cooking employees.

●Manage all day-to-day operations including scheduling, counseling, and training personnel.

Help Desk Analyst II Titlemax April 2012 to Jan 2015

●Working in a call center environment taking 60-70 support calls a day supporting over 5000 end users across the continental US, as part of a 12-team member support group.

●Demonstrate excellent oral and written communication skills with customers, peers, and vendors in a team-based environment.

●Install, configure, and support local and network printers (HP/Brothers/Epson/Cannon)

●Perform hands-on fixes at the desktop level, including installing and upgrading.

●Software, installing/replacing hardware (FRU’s), implementing file backups, and configuring systems and applications (HP/ Dell/)

Lead Service Desk Analyst PRGX May 2008 to Jan 2012

●Provide prompt, courteous support in a Call Center environment supporting 3000 end users throughout the continental US and Canada with emphasis on superior customer service and user-friendliness via email (25%) and telephone (75%) through their entire support process (problem identification, troubleshooting, resolution, follow-up) using SolarWinds.

●Install, configure, administer and set up virtual Citrix clients.

●Setup and configure mobile devices (iPhone/Air Card/ Active Sync/Blackberry)

●Install, configure & reimage PC and laptop inventory during migration from MS Windows XP to MS Windows 7.

NOC Analyst Cox Communications August 2007 - January 2008

●Provided daily WAN/LAN support, monitoring and testing of production & storage systems that including ATM switches, IP routers, and SONET equipment, AS400/Citrix/Unix / Linux based systems and related CPE’s.

●DNS responsibilities included zone file creations/modifications, domain registrations, deletes, and mirrors. Created/modified user accounts.

● Supported predominantly Solaris 10-based systems.

●Performed initial OS installation and configurations on SPARC-based systems.

●Provided SAN support to the EMC product line.

●Handled and documented all systemic service problems, including troubleshooting, before escalating to the primary system owner for resolution in a 24x7 Data Operations Center.

●Created network user accounts.

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