Service Support

Seeking a management role where I am able to contribute to the success and long-term growth of the company by capitalizing on my project management experience and applying my expertise in the various areas of business to ensure the timely accomplishment of all identified goals and schedules.

Professional Experience

Procter & Gamble Aug. 2017- Present

Employee Care Agent, IT Technical Support Cary, NC

As the Employee Care Agent, IT Technical Support (Human Resources) I utilize my technical expertise in the service delivery of Information Technology and business needs. I evaluate assigned IT incidents and problem service desk tickets to appropriately prioritize and evaluate business impact; as it pertains to P&G human resource needs.

●Served as a technical resource on all P&G Human Resource system issues across 10,000+ users.

●Provided an understanding and knowledge of applications serving as a strong base for technical expertise in P&G products and programs.

●Manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions

●Instruct users via phone and/or email on the basic functionality of desktop applications.

oFollows detailed procedures while making recommendations for routine problem solutions

●Communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems.

●Contributes to team goals and serves as a liaison between the end-user community and the Human Resources IT department to resolve issues and document resolution for future reference

●Provide recommendations to improve the support processes or the delivery of customer service; Participate in the implementation of changes occurring in the IT environment.

●Install, configure, and maintain the operating systems environment, including systems servers and operating systems software on which applications programs run.

omaintain networks including hardware (servers, hubs, bridges, switches, and routers) and software that permit the sharing and transmission of information

●Provide technical support for both hardware and software issues that may arise.

●Monitor Human Resource Systems daily and respond quickly to any security breaches or usability concerns.

●Installs PC hardware and peripheral components, such as monitors, keyboards, printers and disk drives; loads and verifies correct operation of software packages, such as operating systems, word processing, and spreadsheet programs all in accordance with Company guidelines and the division’s budget.

●Knowledge and a working experience with ServiceNow, Service call tracking system.

oConsult with clients and other IT professionals to resolve technical problems and ensure client satisfaction.

●Implement requirements for the IT security office and protect data from unauthorized access, alteration, destruction or usage in a manner inconsistent with covered IT security policies and standards.

●Take calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues.

LPL Financial (Charlotte, NC) Sept 2016 -Aug. 2017

Windows System Administrator Charlotte, NC

As a Windows System Administrator with LPL financial, I provide daily enterprise-wide server administration tasks and provide tier 2 support for enterprise systems and services on the Microsoft windows server platform.

●Participate in system maintenance and upgrades, and assigned projects and/or dependent services in support of the Windows systems.

●Develop, monitor and maintain practices for windows server operating systems and additional server components including but not limited to exchange, active directory, SharePoint, SQL Server, and skype for business.

●Provide technical support for both hardware and software issues that any LPL financial users encounter

●Manage all configuration changes and operation of client-based computer operating systems

●Work closely with IT managers to improve employee productivity through the implementation and support of hardware and software tools and systems

●Administer infrastructure, including firewalls, databases, malware protection software and other processes.

oResponsible for design and implementation of various security based systems (Email, firewall, application and hardware scanning)

●Support Remote End users via Remote Control software

●Develop and maintain procedures for applying patches to major subsystems and services, roles, and file system components within a Windows Systems environment and perform operating system and patch testing on all changes prior to installation.

●Write and maintain moderately complex scripts in PowerShell

oWrite Purchase Justifications

●Install and test 3rd party software compatibility.

oImplement and support jump boxes or proxy servers

●Demonstrate in day-to-day adherence with change control precept and practices and responsible for writing change control requests and seeking approval.

●Provide technical leadership and advice to technology services project managers and technology services management.

●Work with SecOps analysts doing investigations and remediation; ensuring road-map meets LPL needs.

●Creates systems engineering designs that contain Active Directory, IIS, DNS, SMTP, SNMP, MSSQL and custom applications

●Design, create and manage multiple virtual machine (VM) systems in high availability/disaster recovery configurations. The systems will include SANs, and applications running on Windows Servers in large scale Active Directory environments.

●Participated in technical working groups and direct customer involvement is a must.

Education

Strayer University; Raleigh, NC Dec 2020

Graduate School 3.5GPA

Masters in Project Management (MPM) Minor: Information Technology Management

Saint Augustine University; Raleigh, NC May 2016 Bachelor of Science, Computer Science Minor: Information Technology

leadership Activities

●4 Year Letter Winner, St Augustine Football Team

●CIAA & St. Augustine Scholar Athlete

●St. Augustine’s STEAM Academic Scholarship (4-years, Full Ride)

●St. Augustine’s Football Team Captain & Senior Captain

Awards

●CIAA Male Scholar Athlete of the Year 2016

●School of Business Management and Technology, Scholar of the year 2016

●Graduate School National Honors Society Member

Systems

●Active Directory

●HP Service Manager

●Channel Viewer

●Group Policy

●10 Key

●Concur

●Microsoft Windows

●Windows 7 & 10

●Mobile

●VMWare

●Citrix

●ITIL

●Exchange Server

●Hyper-V

●Service Now

●Artificial Technology

●JQuery

●Exchange Server

●Enterprise Directory

●Password Resets

●Mac OS X

●Linux

●AWS

●Powershell

●Command Prompt

●SAP

●Cisco

●TCIP

●DNS

●VPN Configuration

●Windows OS

●Migration Projects

●Zoom

Skills

●Communication

●MS Office Suite

●Project Management

●Scheduling

●Forecasting

●Program Management

●Risk Management

●Leadership

●Critical Thinking

Contact this candidate