Desktop Support Analyst

Michael Henry

**** ********* **** ******, ** ****7

Phone: 470-***-****

E-mail: ************.***@*****.***

Professional Experience

Horizon Software International, LLC. Duluth, GA (June 2016 - Current)

Technical Support Generalist

Support School District end users using OneSource, Solana HST(School Nutrition technology software applications) by answering inbound communication via phone, email, and web portal. Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Document case communications within our ticketing system proficiently and accurately. Applying applicable troubleshooting to resolve customer issues, as well as escalating customer issues to push for resolution.

Incorporate suggestions and learning opportunities to improve growth and development skills.

Exceed service level standards. Providing regular case updates to customers and internal stakeholders with clear communication.

Work with senior resources/SMEs to ensure that more complex issues progress to resolution or are vetted for transfer to other teams for assistance as necessary.

SecureLink Administrator created, enabled and administered users accounts.

Implemented the migration of the SecureLink transition from WebEx and Bomgar. Created and maintained training aids, knowledge base reference materials, procedure documents, and other resources for team members and external customers to properly install and configure the new software.

Periodically assist in training new and temporary Customer Support staff.

Exceptional flexibility, being able to handle interruptions well, prioritize work appropriately, and transition between tasks with ease.

High level of professionalism and courteousness in all interactions with team members and customers.

Develop/create new content for the knowledgebase to meet monthly/yearly KPI goals.

Assist other departments with special projects.

Worked on District CO Servers and Site Rollovers.

Currently working with the OneSource Application, SOLANA now called HST FOH, HST BOH.

KARIZMAH ENTERPRISE, Snellville, GA (May 2005 – May 2016)

System Support Admin/Desktop Support

I.T. Support Engineer

Ability to implement and/or work with developers on system modifications (personalization’s, customizations and application extensions)

Research issues and work with vendors or developers on resolution

Maintain key application set-up details including options, users, approvals, and security

Perform preliminary testing for patches, configuration changes

Troubleshoot error messages and/or workflow issues

Maintain system menus, workflow groups, user accounts, profile options

Answer application utilization/optimization questions

Work with field personnel including Planners and Technicians to assure adoption of the systems and implementation of value-added features. Define and implement user requirements.

Train users as required.

MANHEIM/COX/MATRIX Dunwoody, GA (May 2004 – May 2005)

Desktop Support Analyst

Provide 3rd level support for over 13,000 Manheim offsite auction facilities and local users.

Provided Patch Panel installs system configuration setups for the new Manheim Drive Center.

Provide extensive technical support with installing and configuring user network profiles within the Lotus Notes MAC3 environment.

Install and configure new accounts within the IBM ISeries AS400 and Client Access.

Provide support for system upgrades from Win2K to WinXP, re-image machines, created new node accounts for the network domain, reset and unlock user domain accounts and password.

Creates Network Domain shares for users to migrate data from old unit to new unit.

Help to create, test and install Ghost images on the Ghost server.

Provide extensive hardware support for HP printers, Dell laptops, Desktops and monitors.

Provide support for installing and configuring Simulcast and the Kiosk system.

Install, Sync and configure activation for the AT&T Blackberry units.

Consistently address the Unassigned Hardware Desktop queue in both the Lotus Notes/MAC3 and remedy help desk applications.

Take ownership of the tickets within the queue and work personal tickets to successful resolution, ensuring proper technical troubleshooting of the issue.

Responsible for documenting the progress log of each ticket with the steps taken towards resolution of the issue.

Maintain positive relationship with other Desktop Support Engineers and other departments within Manheim to ensure free flow of constructive information and provide the ability to efficiently refer problems to other departments when appropriate.

Tier 3 support to Senior executive’s for network (LAN, Remote Access and secured wireless)

Setup new E-mail, browsing access, Network permissions, Printer & Desktop Support.

HEWLETT-PACKARD/VOLT, Atlanta, GA (January 2000 – August 2005)

Technical Support Analyst

Provide 3rd level support for Web based Applications, Desktop support and HP Worldwide

Web based configuration applications for network administration, network configuration, connectivity and account issues.

Evaluated then Collaborated on new rollout Implementations with the Development team.

Provide test updates for process changes on web-based applications with Development team.

Update status on Web based messaging board in HTML for daily reporting of any urgent issues.

Update and manage all reported issues in Remedy, reported status of issues to clients.

Troubleshooting any supported web-based application issues during and after installs.

Provide 3rd level administrative support for domain accounts, computer accounts, Web based application accounts and global/group shares.

Provide 3rd level support for Windows, XP, 2000, NT, Wireless LAN Net 10, 15, Secure WLAN.

Resolve issues regarding Network connectivity, system logons, and Domain Authentications with DNS, WINS, and TCP/IP configurations.

Knowledge Engineers for 1st level support with GUI Interface to create Bill of Material

(BOM) with a SAP related application, administered SAP user accounts and reset passwords.

Provide 3rd level

support for: Wireless, ISDN, DSL, Cable Modems, Remote dialup connections.

Skills and Computer Qualifications

Quality Assurance, SecureLink, WebEx, Bomgar, Netsuite, CRM, OneSource Software, Solana HST, Network configuration, Windows 95/98/NT/2K/XP/Vista 7,8,10 and 11. MS Cloud, MS OneDrive. Essential & Server, A+, MCP, Oracle 10g 11g, desktop support, Active Directory 2003, managing networks, adding/deleting users to/from network environments, Client Access, AS400, Showcase Analyzer, Simulcast, Blackberry, SAP, Symantec Ghost, McAfee, Epolicy Orchestrator, Sygate Security Agent, Remedy Tracking Tool, Ad-Aware 6.0, ActivCard, Carbon Copy, NetMeeting, DameWare Utilities, Lotus Notes MAC3, upgrade NT, VPN and Stromberg PCEntry.

Education:

Linux/Unix System Administrator - Certificate

Gwinnett Technical College – Atlanta. GA 2017 to Present

Atlanta Technical College – Atlanta, GA 2016 to 2017

Nova Southeastern University – Davie, FL 1998 - 2000

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