Support Technician Help Desk

DARRELL SKEETER

*************@*****.*** 518-***-**** Schenectady, NY 12302

Summary

Over two plus decades of successful experience with technical support and management, hardware and software training, quality assurance and education. Experience ranging from technical management to lead technician, lead software training consultant to technical support and customer relationship management, all with increasing levels of responsibility.

Skills

TECHNICAL SKILLS

Windows Operating Systems/Windows Office Systems

GLPI, SalesForce, SoftPak, Adobe, Soffront, Earth Net, WebHD

Power Point, Microsoft Outlook, Lotus Notes, GoTo Meeting, PC Anywhere, Web Meeting, Adobe Acrobat Exchange

Sophos Servers, Sophos Firewalls, VPN and DOS Commands

Exchange, Remote Desktop, Active Directory, Smart Sheets, Goverlan

Cisco Unified CM Administration, Cisco Unity Connection Administration, Smart Sheets, Therap, Jabber, Cisco Finesse, Kronos (UKG) Workforce

Experience

Center for Disability Services Cohoes, NY

Help Desk – Lead End User Support Technician

06/2019 - Current

Communicate effectively and professionally with end users, individuals, staff members, upper management and executives

Resolve, support and track level 1, level 2 and escalated support calls

Organize, perform and complete multiple daily managerial duties and task

Work in cooperation with vendors such as Verizon and Spectrum Business for billing, reporting and services

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Host meetings for help desk team, monitor metrics, monitor education, and provide evaluations on team and support technician services

Build user accounts, complete onboardings for new staff members, off boardings for terminations, manage account permissions

Created new accounts for varies applications, reset passwords and configured access to servers and file management software for users.

Review, edit, approve and submit timesheets for payroll for our Infrastructure Department.

Assisted with purchasing, inventory management and delivery documentation using WebHD.

Access and utilize Cisco Unified CM Administration for building and configure phones. Cisco Unity Connection Administration for setting up voice message mailboxes update passwords

Utilize Sophos XG Firewall, review site VPN information, assess and reset VPN connections, review site connection failover status.

International Basketball Academy Albany, NY

Player Development and Training Coordinator

10/2014 - Current

Director of Athletic Development, oversee athletic recruitment and camp enrollment, oversee marketing and media, technical programing, scheduling

Director of Staff recruitment and technical operations, oversee finance and budgeting, equipment, domestic and international travel, facilities

Director of International Communications, scholarship services, one on one skills development training services, compliance guidelines

Schenectady City School District/Steinmentz Schenectady, NY

Zen Den/Mindfulness Room Teacher

08/2017 - 06/2019

Communicate effectively and professionally with students, staff and administration

Teach student methods of de-escalation and self-regulation

Provide a safe and positive environment for students and staff

Support staff and administration by performing multiples duties: classroom subbing multiple subjects, reporting, student monitoring, and school security/safety

Support administration and staff by performing and administering verbal testing for students

Handle front desk operations, including first contact introductions, student and staff monitoring

Controlling, monitoring and reporting population flow throughout the school

Operating and monitoring the security system (Raptor)

Assist with minor computer issues as needed.

Charter Communications Schenectady, NY

Tier 1 Support and Billing Agent

07/2016 - 08/2017

Communicate effectively and professionally with customers, coworkers, team leads, supervisors and managers

First line of support and communication for customers regarding their Time Warner Cable/Spectrum products and services

Support customers by providing outstanding first level technical support and education regarding their cable, internet and voice services

Support customers by providing expert and knowledgeable billing solutions and options

Expert understanding of our products, services and knowledge base software

Provide first call resolutions for our customers and/or set up onsite technical assistance

Attend classroom and team trainings sessions

Complete online knowledge certifications and testing

Provide positive leadership for new support and billing agents

Maintain customer satisfaction at a rate between 90% and 100% per survey responses.

Hess Oil Retail Glenville, NY

General Manager

01/2014 - 10/2014

Oversee and maintain the integrity of store operating procedures to include: opening, closing, inventory, ordering and point of sale paperwork/recordkeeping, cash management, maintaining store standards/appearance in merchandising, backroom, restrooms and work area

Coach and develop a winning sales team of Sales Associates and Assistant Store Managers

Establish and exceed organizational performance and individual performance goals

Maximize the customer experience by "solving the whole problem"

Participate in marketing efforts to solicit new business, including but not limited to community involvement, outreach programs, and promoting the brand inside and outside the retail store location

Assist in recruiting and hiring outstanding talent for the organization

Meet sales goals and maintain high customer service scores

Provide daily, weekly, monthly reporting to district management and cooperate office

Provide answers to customer inquiries concerning and other general service related issues

Assist and support store associates in all aspects of sales and customer service.

3M Cogent Latham, NY

Help Desk Manager

05/2010 - 08/2013

Manage the daily operations and organization of the help desk's duties, and staff

Biometric software application and biometric hardware maintenance for the New York State Office of Temporary and Disability Assistance (OTDA) $25MM contract

Assigned by 3M Cogent to be point of contact with OTDA and official back up to the Project Manager

Project planning, organization and documentation

Maintain communication with our staff, field technicians, vendors, company executives and our customer

Provide timely feedback and follow up to all parties

Install, configure, and support hardware, operating systems, printers and other peripherals, and application software

Provide network support

Provide helpdesk support, solving and documenting issues via our GLPI software

Train new users and provide follow up training

Review daily alert logs and provide detailed reports for staff and customer

Use Active Directory to set up user accounts and enforce company policies

Maintain, track, and order IT and workstation supplies

Lead and support inventory Hardware Management, and Preventative Maintenance

Assist the system administrator the daily communication, support and testing

Maintain a balanced, positive and comfortable office environment

Complete all 3M Business Compliance Certifications

New York State OMRDD Schenectady, NY

Software Applications Consultant/Lead Trainer

04/2008 - 07/2009

Provide managerial and educational leadership for the OMRDD TIMES Application project to over 3,000 OMRDD end users and staff members

Execute training, implementation and set up of the OMRDD TIMES Application and provide feedback to executive staff members for future best practices

Create, write and edit documentation for classroom and online training manuals

Interface with Business Analyst, Central Office and Site Directors for quality assurance of training and comprehension of applications

Assist in documenting material and production testing for the Computer Based Training application (CBT)

Supervise and Monitor training staff as lead trainer of the Staten Island District

Responsible for the organization of travel and accommodations for TIMES training staff in the Staten Island District.

Education and Training

Davis and Elkins College Elkins, West Virginia

B.Sc. in Communications

Davis and Elkins College Elkins, West Virginia

A.S in Business Administration

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