Desktop Support Office

Experienced and innovative desktop support analyst with a broad scope of technical and administrative skills, a passion for operational efficiency, and demonstrated commitment to excellence. CORE COMPETENCIES

SharePoint

Office 365

Microsoft Exchange

Active Directory/PowerShell

Software Support

Hardware Support

PROFESSIONAL EXPERIENCE

Extreme Networks; Morrisville, NC 2013 - 2020

Desktop Support Analyst

Interfaced with Extreme Networks internal customers requiring tier 3-level hardware and software support

Increased employee productivity by providing in-depth IT support

Managed help desk ticketing system to identify user impact, urgency, and priority in order to resolve issues in alignment with service-level agreements

Performed root cause analyses on problems related to computer hardware, software, and system account issues

Collaborate autonomously with other departments to develop and enhance processes and procedures to support strategic directives, fiscal responsibility, and overall operational excellence

Implemented IT programs and training initiatives to increase organizational effectiveness and promote professional development

Led the onboarding and termination processes, including the development of novel automation workflows in ServiceNow

New Hire Training Program Manager

• Created New Hire SharePoint page, IT handbook, Video-led Training to support new users acclimation to Extreme Networks core applications

• Created various IT policies and processes (Lost/Stolen equipment, Onboarding and termination, knowledge management, Laptop return, litigation hold policies and processes)

• Review of all IT policies and processes to determine their validity

• Audit policies and process implementation

• Publicated IT Service Desk new hire training (developed a base line training for the Service Desk Tier 1&2)

• Managed QuickHelp (LMS) create custom video-led training Service Management

• Independently managed escalations including working with Microsoft to investigate Windows, Teams, OneDrive, and SharePoint issues

• Queue Management in RemedyForce and ServiceNow (routing to Tier 1 and 2 or specific IT department)

• Team Escalation

• Created "on demand" knowledge base articles as they arise for both end users and ITIL users in ServiceNow

Daniel Chin

Senior IT Desktop Support Specialist 17105 Musselburgh Drive Cary, NC 27518 919-***-****

************@*****.***

ServiceNow Knowledge Management in ServiceNow

• Developed approval, publishing, and retiring workflows

• Migration of Extreme Networks knowledge base from RemedeyForce to ServiceNow Onboarding and Termination Lead

• Developed onboarding and termination workflows and processes (Account Management, Imaging user’s device using SCCM, worked with HR to make improvements in the hiring process for end users and managers)

• Conducted account audits to meet SOX compliance

• Created PowerShell scripts to automate onboarding and termination process

• Assisted with setting up onboarding and termination automation in ServiceNow Integration Experience

• Conducted onboarding and reduction in force for 3 acquired organization

• Created custom PowerShell scripting to perform mass onboarding and terminations

• Communication Lead to new hires by creating IT's welcome email Active Directory Administration

• Troubleshoot User Accounts

• Password Resets

• Develop PowerShell scripts to run reports and queries

• Managed GPOs, Security Groups and Distribution Lists Exchange and Office 365 Administration

• Troubleshooting mail workflows

• Distribution List creation (PowerShell script) ownership and membership management

• Mail forwarding

• Creation of external contacts and secondary SMTP address

• Manage Office 365 licensing

SharePoint Administration

• Publicized IT Home pages

• Content development for all core applications (OneDrive, Office 365, SharePoint, ServiceNow, and Teams)

• Development of the Service Desk device catalog

• Creation of the IT Services Dashboard, a one stop shop to alerting end users of any maintenance being performed or outages.

Software Support

• Windows 7 to Windows 10 conversion

• 7 years’ experience with Windows O/S troubleshooting

• Over 7 years support in Apple's mobile devices (Ipad/Iphone)

• Office 365 Admin for over 5 years

• 3+ years of experience using ServiceNow (Leads in knowledge management and hosting change control)

• 5+ years of Skype for Business support and administration 5+ years of Microsoft Office troubleshooting

Hardware Support

• 6+ years of handling hardware break fixes

• Imaging New Hire devices using SCCM

• Audit equipment returns and litigation holds

Software Support

• Windows 7 to Windows 10 conversion

• 7 years’ experience with Windows O/S troubleshooting

• Over 7 years support in Apple's mobile devices (Ipad/Iphone)

• Office 365 Admin for over 5 years

• 3+ years of experience using ServiceNow (Leads in knowledge management and hosting change control)

• 5+ years of Skype for Business support and administration Hardware Support

• 6+ years of handling hardware break fixes

• Imaging New Hire devices using SCCM

• Audit equipment returns and litigation holds

Notable Projects and Accomplishments

2016 IT Innovator Award ● Development of new hire orientation training process and content ● Development of IT Handbook ● Development of IT knowledge base

EDUCATION

Wake Technical Community College, Raleigh, NC

Associate in Applied Science, Computer Information Technology, 2013 Associates of Arts 2003

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