Support Specialist Help Desk

Professional Summary

Goal and result oriented, Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within a help desk support role. providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support.

Skills

Microsoft Word, Microsoft Excel, Outlook, OKTA, Sailpoint IdentityIQ, Active Directory, Azure, Microsoft Identity manager, ServiceNow, JIRA, SLA, Customer Service, Access Management, Identity Management, Waveset, Oracle, AWS, On-premise, Zendesk, Mac OS, Windows OS, UNIX, Linux, Help Desk, software installation, troubleshooting, RBAC, Office365, VPN, Webex, Skype

Work History

Arbor Diagnostics, Irving, TX Dec. 2020- Current

Systems Support Specialist

●Handles Identity and Access Management; provisioning, supporting, and disabling user accounts and profiles

●Provide established on-call technical support using a rotational schedule

●Support end-users with application, computer, desk phone, printer and basic network related issues following established policies, processes and procedures

●Install workstations, laptops, printers and other desktop related equipment as directed by service request tickets, including asset tracking and systems monitoring

●Works cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented and sustained

●Provisioned users in 75 applications (ei; Oracle, Experian, Medical applications)

●Provided the support for all help desk related task including answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and troubleshooting printer issues and resolving difficulties

Medical Practice Solutions – Dallas, TX Nov. 2017- Nov. 2020

IT Help Desk L1&2, 11/2017

●Provided sales representatives of client that manufactured electronic devices with technical support on Microsoft Outlook, printers, and network connections. Responded to inbound calls.

●Worked under SLA requirements and used ticketing system to ensure productive workflow

●Used OKTA to manage SSO and MFA for end-users

●Partnered with Tier II and Tier III help desk peers based in the US and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

●Provided networking/desktop support and performed mainframe and account-maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

●Troubleshooting and resolving access management and provisioning workflow errors

●Performed Identity and access management activities

●Updated existing access management and provisioning workflows

MACYS – Dallas, TX Nov. 2014- Aug. 2017

Technical Support

●Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems.

●Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.

●Help Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

●Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives

●Skilled in setting up local and third-party networks, and installing new internet WIFI, Ethernet, and DSL connections.

●Provided sales representatives of client that manufactured electronic devices with technical support on Microsoft Outlook, printers, and network connections. Responded to inbound calls.

●Researched and implemented new imaging processes for Windows machines

● Used ServiceNow to manage inbound ticket creations

●Worked under SLA requirements and used ticketing system to ensure productive workflow

Education

RICHLAND COLLEGE - Dallas, TX

Associate in Science; Enrolled

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