PROFESSIONAL SUMMARY:

Self-directed Helpdesk Technician with over seven years of experience and demonstrated abilities in providing technical support to company’s clients and staff, managing user accounts, installing, and maintaining software and hardware. Possess strong analytical skills while utilizing a resourceful approach. Seeking an opportunity to demonstrate unwavering commitment to delivering results while providing the highest level of service to meet the needs of clients and organization.

TECHNICAL SKILLS:

Onsite and Remote Customer Support Windows 10/8/7/XP System Center Configuration Manager 2012 Active Directory (Windows Server 2008/2012) Microsoft Exchange 2013 DHCP Configuration PC Builds/Repairs Microsoft Office 2007-365 Adobe Software Cisco Phone Systems Citrix Microsoft Lync Quest ActiveRoles VNC Server and Viewer Small-Office/Home Network Setup Lotus Notes BMC RemedyForce iPad/iPhone Setup and Support Blackberry Setup and Support Citrix Mobile Management

PROFESSIONAL EXPERIENCE:

Stefanini Global Services; Southfield, MI Help Desk Technician 04/2017 – 03/2020

Provided technical support and assistance to the company’s clients

Managed incoming calls, voicemails, and emails

Used Bomgar software to remote into client devices

Assisted clients having hardware, software, and networking issues

Created Windows accounts/email while staying in compliance with policies

Set up corporate mobile devices

Ascension St. John Hospital; Southfield, MI Project Technician 06/2016 – 08/2016

Transferred all installed applications and setting from old asset to new asset

Documented and maintained notes and logs for assets

Remoted into client devices upon permission

Performed computer swapping projects

Installed hardware for clients

HTC Global Services; Troy, MI Service Support Analyst 10/2015 – 01/2016

Answered incoming calls, voicemails, and emails

Used “GoToAssist” software to remove into client devices

Provided troubleshooting services related to networking or connectivity issues

Managed BMC Remedy Force Administrator

Created Windows Accounts/E-mails in accordance with HR Policies

EDUCATION:

Focus: HOPE; Detroit, MI Information Technologies Center 09/2014 – 07/2015

Relevant coursework: Customer Service, Configuring Windows 10, CompTIA A+, Technical Math

CERTIFICATIONS:

CompTIA A+

Certified Business Professional - Customer Service

Technical Support Specialist