Technical Support Information Technology
Resume:
Qualifications Profile
Methodical, results-driven, and performance-focused professional, offering wide-ranging experience in the information technology industry encompassing network configuration, system security and upgrade, and software installation. Expert at developing, configuring, and managing systems, platforms, and its process, as well as identifying issues and creating innovative solutions to optimize system flow and ensure accuracy, efficiency, and reliability. Effective at implementing innovative strategies to attain and exceed set-forth objectives, maximize growth opportunities, and streamline IT operations. Equipped with articulate communication and interpersonal aptitudes, essential in establishing rapport with professionals at all levels.
Areas of Expertise
Platform Administration and Maintenance Risk Analysis and Mitigation Technical Support and Troubleshooting
Tier 1-3 Ticket Resolution System Migration Oversight Process Enhancement Quality Assurance
Team Building and Collaboration Database Management
Relevant Experience
Supra Evolution Investments, LLC. April 2022-Current
Real Estate Investor
Research homes on the market
Compute value of homes
Compute cost to sellers and buyers
Make offers to home owners
Find interested buyers
Direct Interactions
Customer Service Representative April2020-April 2022
Received calls from citizens of Ohio
Assisted citizens in filing unemployment claims
Received calls from citizens in crisis for Red Cross
Provided information on resources available for people in need after disasters
Robert Half Technology(King County Housing Authority & Graykon). Bellevue, WA
System Admin January2019–June2019
Assumed the role of Support Team manager, in charge of providing first-level problem identification and resolution for all issues reported to IT from corporate and associates
Recorded all requests and guaranteed resolution of all issues in complete, timely, and efficient manner
Created users, changed passwords and troubleshot O365 admin portal.
GreenKey LLC,(BrandSafway) Philadelphia, PA
System Admin January2018–April2018
Conduct visit to multiple locations to assist users in transitioning to a new domain and migrate their UPNs using Bomgar and TeamViewer
Used Active Directory to reset passwords and move assets from one domain to the other.
Microland(Microsoft) Issaquah, WA
Exchange Migrator Consultant August2016–August2017
Dealt with Exchange migration through Exchange migration tool, GroupWise, Google, Office 365 Preflight, Internet Message Access Protocol (IMAP), and Lotus Notes
Migrated Client’s mail system to O365
Experis, (Microsoft)Redmond, WA
Concierge Ambassador October2015–January2016
Initiated, administered, and supported Office 365 clients with small business 10-300 licenses in onboarding process through chat and phone
Assessed, created, and coordinated key onboarding process and technology improvements for Office 365 onboarding for the deployment cycle
Rendered assistance to Office 365 customers with the configuration of onboarding tools and technology processes
TekPartners, (Eagle Home Mortgage)Bellevue, WA
System Analyst January2015-October2015
Assumed the role of Support Team manager, in charge of providing first-level problem identification and resolution for all issues reported to IT from corporate and associates
Recorded all requests and guaranteed resolution of all issues in complete, timely, and efficient manner
Created users, changed passwords and troubleshot O365 admin portal.
MasTech, (Microsost)Redmond, WA
Technical Router October2014–January2015
Took charge of major incident management and investigation and escalated high-priority issues to the Resolution Team and Ops/Dev teams
Performed bridge calls on Lync to address top-priority issues, while regularly updating SharePoint documents
ATOS, (Microsoft)Redmond, WA
Exchange Online Tier-3 Support Engineer October2012–October2014
Offered enterprise-level support to corporate clients and implemented queued requests for change (RFCs) in PPE/PROD environments; while overseeing operational service issues through SCOM alert
Displayed technical skills in diagnosing, troubleshooting, and coordinating root cause analysis for automatic alerts, issues, and incidents
Successfully met and surpassed service level agreement (SLA) and service level objectives (SLO)
VMC, (Microsoft)Redmond, WA
Frontline Support Engineer June2011–June2012
Helped users in setting up Office 365 and SharePoint accounts and offered break/fix solutions as necessary
Made use of PowerShell and Exchange Management Console to troubleshoot script and complex server issues
Transitioned and/or maintained partners and clients in cloud-based products (BPOS, O365) within the Exchange, Forefront, and Windows Server environment
Expedia, Inc., Bellevue, WA
Systems Support Analyst June2009–January2010
Worked as an IT desktop support to the company’s helpdesk teams; technical support liaison to Reservation System teams; and network technical support for corporate travel, on- and off-site partners, and local call centers
Coordinated system alerts to various teams and partners and assisted with the system upgrades and business enhancements
Administered resource and internal knowledge base, element K
Earlier Position Held:
Volt Temporary, Everett, WA
Technical Support – Boeing
Other Experience
Expedia, Inc., Various Locations
Corporate Client Solutions Specialist, Bellevue, WA
Senior Operations Specialist, Tacoma, WA
Applus Technologies, Bellevue, WA
Lane Operator
Sato Travel, Inc., Tukwila, WA
International Agent
Education and Credentials
Computer Information Systems
DeVry University, Federal Way, WA
Certified ServiceNow Administrator, In Progress completion by June 30th
Certificate of Completion, World Leisure Travel Academy
Certificate of Completion, Seattle Vocational Institute
Activities
Football Coach, Central Area Youth Association (C.A.Y.A.)
Football Coach, Bellevue Bears
Football Coach, Newport Knights
Technical Acumen
Software/Applications:
SCOM RAMweb PowerShell V.S.T.S. Product Studio UTS MS Ticketing MS Change
MS Office VMware Remedy and Anti-virus NetSupport Manager RDC SharePoint
Hardware/Peripherals:
IBM Compatible PC’s Dell Compaq Intel-based PC’s Hewlett-Packard HP 3000
HP Servers and Laptops HP and Cisco Routers and Switches
Networking/Connectivity:
Active Directory Bridges Cabling Ethernet Routers IBM LAN Server ISDN Frame Relay
FTP Hubs LAN NFS Proxy Server RAS Managed Switches WAN WINS DHCP DNS
Ethernet Fast Ethernet OP IPX/SPX NetBEUI Net BIOS PPP PPTP BGP POP/IMAP
Protocol Stack VPN OSPF SNA SMTP LDAP TCP/IP VLAN Switched 10/100BaseT
Token Ring, IPv4.
Operating Systems/Server:
Windows 2003, 2008, Server, and 7
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