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Manager Desktop Support

Location:
Aberdeen, WA
Posted:
January 01, 2020

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Resume:

ServiceNow Administrator

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

Robert Half Technology. Bellevue, WA

System Admin 2019–2019

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, Philadelphia, PA

System Admin 2018–2018

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 Issaquah, WA

Exchange Migrator Consultant 2016–2017

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, Redmond, WA

Concierge Ambassador 2015–2016

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, Bellevue, WA

System Analyst 2015

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, Redmond, WA

Technical Router 2014–2015

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, Redmond, WA

Exchange Online Tier-3 Support Engineer 2012–2014

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, Redmond, WA

Frontline Support Engineer 2011–2012

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 2009–2010

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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