AISHIA DENTON

adtxjr@r.postjobfree.com 919-***-**** Raleigh, NC 27614

Remote experience providing rapid and professional technical support to both internal/external users. Well versed in a variety of common Operating Systems such as Windows/IOS software, applications, and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple Momentum awards. Verbal and Written Communication

Complex Problem Solving

Team Collaboration and Leadership

Microsoft Office365

Process Improvements

Project Management

Documentation and Reporting

Experience in Leadership

Sharepoint Management

ServiceNow Management

Hardware & Software troubleshooting

Zendesk/Citrix/Duo Mobile/ServiceNow/Cisco

AnyConnect/Okta/Zoom/Azure/MS Teams

MAC/IOS Expertise

Bitlocker Drive/Ecryption/Recovery

Remote IT Analyst NC Duke University/Hospital - Durham, NC 11/2021 - 09/2022 Monitored the day-to-day troubleshooting of software applications and supported users in their daily use of Duke and other third-party applications

Answered and addressed phone calls, chats, emails, and Service Now tickets related to IT technical issues Analyzed and solved problems related to hardware, software, remote connections, mobile devices (IOS and Android devices), escalated issues when needed and tracked through completion Overnight shift is the primary point of contact for user issues and questions as part of a support team Assisted with the setup of new and existing users at both Duke University/Hospitals and other integrated systems and computer peripherals as requested

Maintained an inventory of hardware, installed software, managing software licensing, and creating policies and procedures for upgrades

Created user accounts and manage access control based on company policies Helped develop and maintain processes, tools and documentation for users Assisted with analyzing, troubleshooting and resolving infrastructure related issues pertaining to server and networking hardware, software, and firmware

Analyze, troubleshoot, and resolved moderate difficulty issues with cloud platforms including email flow, storage, and other collaborative tools

Assisted in configuring, optimizing, fine-tuning and monitoring operating system software and servers Performed system backups and recovery

Administered control measures for LAN/WAN security, including antivirus and spam issues Liaised with third-party vendors to resolve issues and evaluate platforms. Collaborated with Senior IT Management/ Learning & Development to draft customized IT deployment communication and roadmaps.

Participated in regular meetings with management to assess and address issues and identify and implement improvements. Integrated standardized tools and templates to streamline cross-functional project management. Installed system updates to reduce security issues and address vulnerabilities. Examined system issues and applied resolutions to reduce downtime. Maintained user confidence and protected operations by keeping information confidential. Summary

Skills

Experience

Developed actionable roadmaps for improving workflows and processes. Global Network Technical Support Engineer Novella Clinical - Morrisville, NC 03/2014 - 10/2018 Provide customer support through email, chat, phone and ticketing system Support includes troubleshooting both software/hardware educating users on how to configure printers, VOIP phones, Active Sync for mobile devices (Iphone/Android) computer issues and any other technical issues preventing users from working productively

Responsible for migrating over 1300+ users from one domain to another domain, changing both Active Directory and Outlook Exchange users naming convention and transiting users from Lync to Skype for Business Assist remote users with technical issues which mainly include connecting to VPN, troubleshooting VOIP Siemens desktop phones, laptop connectivity printer configuration and troubleshooting issues with Virtual Desktop connections Record, track, route and follows-up on customer trouble tickets including decisions made and solutions implemented through final resolution

Establish and maintain rapport with management, end users, and clients Developed/Provided Self Help Guides and Knowledge Base documentation with step by step instructions on problem resolving techniques

Active Directory knowledge; assisting with onboarding for new hires, which includes but not limited to creating new hire accounts, enabled/disabling accounts, resetting password/unlocking accountings, and creating Security Groups Processed tickets using both Track It and Service Now Processed terminated employees which includes deactivation of AD accounts, disabling all building access, email forwarding to line manager, creating Fedex labels for remote users to return all company equipment, removing hardware from internal users, wiping hard drives and re-imaging machines to be reused Builds rapport and elicits problem details from help desk members and users to create a knowledge base of known issues and resolutions

Traveled to various Novella offices to provide deskside support to users, replaced office hardware equipment and resolved any technical issues requested by users

Manage non-enterprise-level IT Support projects

Effectively communicate ideas, expectations, and goals while working with and through others to achieve desired results Responsible for sending out notification emails and alerts to notify both users and employees of network outages or any updates or changes that could potentially cause interruption in the workflow Coordinated with Lenovo and Dell technicians to replace warranty equipment when required Linked Exchange accounts and provided technical support to users with configuring either Android or I-Phone mobile devices allowing users to connect to the company's Wifi and Vpn to receive company emails on their personal or company issued mobile device.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Documented repair processes and helped streamline procedures for future technical support actions. Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.

Disassembled computer systems to troubleshoot and resolve hardware issues. Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals. Grew account base by 13% new accounts over a 24 month time span utilizing referrals, networking or closing new prospects during on-site visits.

Replied to customer queries via email, messaging systems and support ticket platforms. Prepared test systems for replication of user issues. Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.

Collaborated with teams to solve technical customer problems across product suites. Provided support via remote desktop software, diagnosing customer issues over private and public networks. Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors. Provided senior technical support to both in-house staff and user departments for network applications. Liaised with software engineering teams to resolve advanced customer issues. Contributed to knowledge base by creating and maintaining articles and other technical documents. Tier II Help Desk/Application Specialist Credit Suisse - Morrisville, NC 07/2012 - 03/2014 Provided global technical support to customers which includes troubleshooting Microsoft Window Server 2003/2008, Microsoft Active Directory, remote access, Citrix, Internet Explorer, VPN connection, Microsoft Sharepoint, Microsoft Lync, RSA Tokens and mobile issues

Assisted clients with resetting passwords and unlocking accounts using both Active Directory and Empower ID Provided OTA passwords and assisted with installing applications for Blackberry, Android and IPhone users Assisted clients with software/application issues such as Microsoft Office, Bloomberg, Internet Explorer, TCMS client and a variety of internal applications

Created and maintained thorough records of all incidents completed, pending, or client action required using Remedy ITSM7 and Servicenow

Engage the next level of support when needed to assist with troubleshooting issues and resolutions Assisted with remote access issues which includes but not limited to connecting remotely from home, hotel or to virtual machines

(Broadband, 3G/GPRS, RSA, Secure ID, VPN, PPTP)

Provided desktop support to internal users, contractors and visitors when requested Assist with setting up new hire accounts which included password resets, smartcard and RSA token configuration Imaged new laptops added additional software based on each user's job title/department, distributed and setup desktop hardware/peripheral based on hardware department spreadsheet. Exercised versatility in fast-paced, agile work environments. Managed and resolved incidents according to service agreements. Facilitated productive clinical and technical customer relationships through intentional external communications. Displayed strong telephone etiquette, effectively handling difficult calls. Evaluated needs of departments and delegated tasks to optimize overall production. Determined consumer needs to provide products and services appealing to larger market. Worked closely with human resources to support employee management and organizational planning. Tracked project schedules and encouraged teams to complete tasks on time while staying on budget. Oversaw quality control to identify inconsistencies and malfunctions. Identified areas for improvement, narrowing focus for decision-makers in making necessary changes. Utilized document management system to organize company files, keeping up-to-date and easily accessible data. Junior Engineer Cisco - Morrisville, NC 04/2011 - 07/2012 Delivered high quality technical support and customer service to Cisco's worldwide customers and partners Support users

Managed user profiles, security access and shared file structures. Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.

Developed and maintained positive customer relationships resulting in increased account services and expansion. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Troubleshot daily IT desktop client issues, supporting multiple departments and various offices. Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware. Created new accounts, reset passwords and configured access to servers and file management software for users. Trained new employees on support processes, procedures and knowledge base. Provided guidance and support to newly hired employees when needed Demonstrated Problem Solving skills when issues aroused, identified the issue and worked independently or with team members to determine the root cause and worked quickly and efficiently to resolve the issue Worked independently with minimal or no supervision on routine work and assisted others when needed Collaborated with other teams to resolve ongoing issues or to welcome guidance and suggestions to solutions Provided support with troubleshooting issues which include login issues, configuration issues, BOM issues, email, and telephone issues

Registered cases that were created through online chat, incoming calls and emails Educated partners and internal employees on Cisco products which included but not limited to Unified Computing Systems

(UCS) and Telepresence

Collaborated with other support teams relative to the status of active cases and flow of relevant details and troubleshooting information

Established new accounts for new employees, which includes setting up username and passwords, configuring telephone system and voicemail.

Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.

Reduced system waste within existing processes through workflow diagrams, time studies and ergonomic work improvements.

Aided engineering team with project efficiency by replacing basic human assignments with task automation. Wrote and filed necessary documents to assist team leaders with efficient organization. Collaborated with the Learning & Development department to discuss processes and find ways to boost performance. Georgia Perimeter College Clarkston, Georgia 01/2011 Associate of Applied Business: Computer And Information Sciences Communication Server 1000 For Avaya Aura Implementation Certified MCSA: Windows Server 2012

MOS 2016

CompTia A+

Osborn High School Detroit, Michigan 06/1999

Diploma

REFERENCESAvailable Upon Request

Education and Training

References

Contact this candidate