I am an innovative, forward-thinking, passionate, driven technical expert who is focused on streamlining technical processes for the most efficient value.

WORK EXPERIENCE:

End User Support, November 2021-Present / E*TRADE from Morgan Stanley

Provides technical service support to over 1200 users including: installation, maintenance, and software training support.

Work as part of a team that re-designs workflow to better utilize resources. Develop and maintain effective business and personal relationships with all clients and management

especially between client IT representatives, and technical services.

Provides technical expertise for all network users in the areas of training, problem resolution, hardware and software upgrades. Ensures that company computers, networks resources, and applications are functioning properly and are available for the intended uses.

Daily duties may include providing printer, software and peripherals operation support; servicing workstations; aiding users with standard office automation tools and local applications; aiding in technology rollouts; compiling weekly status reports.

Complete and follow up on ticket queues.

Application Analyst, May 2020 – June 17, 2021 / Northside Hospital

Maintain working knowledge of systems utilized by hospital employees

System Support Knowledge: EMR(Cerner, Allscript, E-Clinicals, Centricity), VDI, DUO, Airwatch, Imprivata, Dragon dictation, RRD- Autofax, SalesForce

Answer Help Desk telephone, logging all calls and issues

Operate, monitor, maintain & support computer systems used by the hospital

Perform data entry functions

Provide outstanding customer service to end-users

Verify ticket queue is resolved & maintained

Support physicians to ensure efficient use of applications and software

Desktop Support Technician October 2019- May 2020 / BrookSource

Install, maintain, and upgrade workstations, desktops, laptops, network printers, and peripherals

Respond to and resolve workstation, application, and server related problems

Update desktop software/applications and maintain documentation on installed applications

Support company-wide IT infrastructure projects such as PC refreshes, new hardware deployments, site acquisitions, and go-lives

Provide outstanding customer service and display utmost professionalism to everyone within the healthcare system

Sr Service Desk Analyst, April 2018- July 2019 / Veritas Collaborative

Rebuilt Laptops and desktops

Troubleshooting and maintaining desktop

Incident managing of hardware and software (analyzing, resolving, and follow-up)

Installing, diagnosing, repairing, maintaining, and upgrading of tablets, desktops, laptops, scanner, copier and smartphones

Providing Desktop Services to C-Level and SVP-Level positions

Setup mobile apps/ emails for company phones

Setup D Mark and network printers/phones

Troubleshot FM radios/ IP phones/ self-service kiosk

Repaired printers/ laptops/ IP phones

Terminated cat6 cable

Deployed initial setup of whole network and end devices with docks and mounts

Mobile device support

Upgrade, Support and troubleshoot Windows 7 (and newer), Microsoft Office 2010 (and newer)

Troubleshoot and Support Audio and Video (A/V) technical issues in Conference Rooms, including Video

Service Desk/ Application Support Analyst, Fulton County Schools / June 2015 – July 2017

Attended inbound Service Desk calls (50 calls on average)

Tier 3 analyst for Microsoft Active Directory and Office 365 (Powershell)

Installing, diagnosing, repairing, maintaining, and upgrading of tablets, desktops, laptops, scanner, copier and smartphones

Owner of newly implemented Active Directory integration

Troubleshooting and maintaining desktop

Providing Desktop Services to C-Level and SVP-Level positions

Observed the ticket queue to monitor incidents for software issues.

Incident managing of hardware and software (analyzing, resolving, and follow-up)

Helped implement process for new service desk employees, Office 365, and Personalized Learning devices.

Diagnose and quickly resolve all Windows applications and networking problems

Received flagged laptops to run scans and/or decrypt/encrypt

Trained new service desk employees

Handled escalated calls

Invented new process for desktop support team

Mobile device support

Troubleshoot and Support Audio and Video (A/V) technical issues in Conference Rooms, including Video

Upgrade, Support and troubleshoot Windows 7 (and newer), Microsoft Office 2010 (and newer)

Help Desk Analyst, Sept 2014 – March 2015 / Altegra Health

Attended inbound Help Desk calls (70 calls on average)

Processed tickets (20 average)

Trouble shot tickets to find the root cause

Upgrade, Support and troubleshoot Windows 7 (and newer), Microsoft Office 2010 (and newer)

Installing, diagnosing, repairing, maintaining, and upgrading of tablets, desktops, laptops, scanner, copier and smartphones

Resolved and assisted users with various systems issues including PC/laptop, printer, software (PC, Android, & Apple), hardware, VPN connectivity, ISP issues and database problems. Reset Active Directory password, rebooted and assigned virtual desktops, conducted file transfers over remote desktop software (Teamviewer)

Troubleshoot and Support Audio and Video (A/V) technical issues in Conference Rooms, including Video

Incident managing of hardware and software (analyzing, resolving, and follow-up)

Troubleshoot and Support Audio and Video (A/V) technical issues

Mobile device support

Tracked all calls in a detailed and accurate fashion utilizing Help Desk software

Help Desk Technician, March 2014-August 2014 / Coca-Cola

Managed and handled 20 trouble tickets (ITIL) on average a day

Contacted co-workers to coordinate computer fixes and system upgrades

Issues that may arise with the VPN, syncing applications, forcing group policy, managing mobile apps, or networking drives

Incident managing of hardware and software (analyzing, resolving, and follow-up)

Installing, diagnosing, repairing, maintaining, and upgrading of tablets, desktops, laptops, scanner, copier and smartphones

Handled about 30 calls per day

Upgrade, Support and troubleshoot Windows 7 (and newer), Microsoft Office 2010 (and newer)

Mobile device support

Retention Rep II, October 2009- September 2011 / T-Mobile

Handled customer issues in a timely manner over the phone while working on multiple systems and prioritized the problems

Trouble shot customers phones (internet and RF signal), routers (IP configuration, phone signal), and wireless cards (internet) over the phone and documented all issues if problem could not be resolved escalated to next tier

Troubleshooting and maintaining desktop

Follow-up call made to either ensure the product was working or to resolve the issue

Achieved Retention goals within the first year of employment

Handled 60-70 calls per day on average

Outside Plant/Low Voltage wire Installer, February 2008- October 2009 / Procomm

Installed and terminated cat5e also outside plant, installed data closets and terminated the ports

Built my knowledge and shared with my co-workers who arrived later

Viewed building schema for cabling and set up wiring for buildings

Achieved and exceeded the company deadline for all my projects

Communication Technician II, June 2006- July 2007 / Comcast Cable

Installed and maintained customer internet with trouble tickets I sorted at the beginning of my shift.

Troubleshot company modems, Wi-Fi routers, and RF cable boxes at their homes when their services were not working properly usually due to connectivity or hardware issues and practices preventive maintenance

Installing, diagnosing, repairing, maintaining, and upgrading of tablets, desktops, laptops

Troubleshooting and maintaining desktop

Became Communication Tech within the first year of employment and seen a 10% decline in my area for trouble tickets.

Help Desk / Field IT Technician, March 2002- March 2006 / US Army

Installed and maintained the company computer to update from Windows 2000 to Windows XP

Made sure the program ran well without interruption of service throughout the day

Installed cat5e and fiber optics cable and wire

Incident managing of hardware and software (analyzing, resolving, and follow-up)

Operated computer helpdesk, diagnosing and troubleshooting automation problems via telephone or email

Prioritize trouble tickets daily that were received either by email or computer

Worked with local/network printers, email setup and connectivity, hardware issues and desktop and/or enterprise applications

Achieved team lead within 2 years and supervisor with 3 years of employment

Handled approximately 30 calls per day

Recommend suggestions, modifications and additions

Troubleshooting and maintaining desktop

Installing, diagnosing, repairing, maintaining, and upgrading of tablets, desktops, laptops, scanner, copier

Troubleshoot and Support Audio and Video (A/V) technical issues in Conference Rooms, including Video

Certifications: ITIL v3 Foundation & HDI Certified

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