Information Technology Customer Support

Joshua Grayer

Email: ************@*****.***

Phone: 469-***-****

Availability: Immediate

PROFESSIONAL SUMMARY:

A detailed-oriented Information Technology Professional with the ability to apply analytical and organizational skills to assess, refine and provide oversight for all activities necessary to optimize the achievement of organizational goals while simultaneously balancing the application of resources.

Areas of Expertise

Microsoft Office/0365

ServiceNow/Remedy

Azure

SCCM

VMWare

Oracle

WordPress

Monitoring Tools

MSP

Customer Support

Google Suite

Manage Engine/MDM Windows

Active Directory

LANGUANGE: English

COMPUTER TECHNICAL EXPERTISE:

Information Technology Management Systems: ServiceNow Ticket Queuing System, Training Direction, Wireless Networks, Help Desk, Security Access, Troubleshooting, End User Support, Email, and Customer Service.

EDUCATION:

Associates, Network System Administration /Computer Science, ITT Technical Institute, Richardson, TX, 2016

PROFESSIONAL SUMMARY:

IT Specialist, Texas Health and Human Services, Dallas, TX 06/2020-Present

•Evaluates IT systems for compliance with privacy statutes and directions

•PC setup for new hires including; applications, Windows, onboarding, etc

•Email, phone and customer support for end users

•Working and resolving issues for end users through ServiceNow Ticketing System

•Handling Deployments for PC and applications

• Tracking, monitoring, and managing inventory equipment

•Configuring and Setting up Devices with O365

•Manage and oversee the physical assets, including buildings, equipment, and inventory, by planning, organizing, and directing operational activities

•Troubleshoot THHS hardware, operating systems, software, etc

•Worked with Microsoft Products (, OneDrive, Teams, Visio, OneNote, etc)

•Document, develop, modify, test, install, implement, manage, and support new or existing applications

•Corresponding with NOC and other teams on outages, application issues, etc

•Resolving entry level and basic network issues

•Provide expert technical advice, guidance, and recommendations to other technical specialists on critical IT issues.

•Maintains logs and tickets, instructing users in the use of personal computers and networks

•Make recommendations to senior management on results of analysis and work closely with other Information Technology groups to refine and enhance security control

IT Analyst/ Technical Support, Entergy, Frisco, TX 09/2017- 6/2020

•Provided customer service for users onsite

•Represent the company at trade events or industry functions as assigned

•Developed coordinated, implemented, and maintained standards and procedures to protect the security and integrity of information systems and data

•Worked with switching protocols: TCP, DNS, QoS, SIP, VLANs, and WAN protocols

•Manage users and ensure user data is accurate in the MDM

•Monitoring Printer on Network, Set up Printer for users

•Handling Cabling for printers, fixing drums, rollers, toner cartridges

•Establish accounts for new users and assist with password or login problems.

•Worked with Active Directory

•Provide input on technical service tools that could be beneficial to customers or employees

•Knowledge of SCCM packaging and deployments

•Troubleshot Windows client/server operating systems (Win 7,8,10, Server 2003, 2008, 2012) by utilizing DOS commands

IT Analyst/ Network Support, Fujitsu, Richardson, TX 01/2016- 08/2017

•Troubleshot Citrix, virtual desktop, which consists of Staples personal applications

•Troubleshooting hardware and software applications

•Create and Resolve tickets with ServiceNow ticketing system

•Monitoring different clients network

•Establish accounts for new users and assist with password or login problems.

•Troubleshoot and resolve hardware and software issues

•Using remote access and dos commands with Putty Tools and PCI Tools

•Helping users connect to Cisco switches and routers

•Installing computer networks and connections

•Troubleshoot and repair problems in system networks

•Basic networking, which consist of configuring the routers, switches, servers, etc.

•Setting up workstations with computers and necessary peripheral devices

Technical Support/ Help Desk Technician, CompuCom, Dallas, TX 02/2013- 01/2016

•Worked with Microsoft products, including Windows OS, Outlook, Word, SharePoint & PowerPoint

•Monitoring Printer on Network, Set up Printer for users

•Provided desktop and customer service for users

•Create and resolve tickets with ServiceNow ticketing system

•Work with Active Directory, Microsoft Office, Mainframe, etc.

•Organize and file documentation pertaining to warranties and instructional guides for computer hardware

•Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

•Provided technical assistance for company’s clients

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