IT SUPPORT SPECIALIST

Seasoned Computer Network Specialist with 24 years of experience working in fast pace distribution centers with challenging operational and maintenance concerns. Expertise in networking concepts, TCP/IP protocol, and network security; knowledge of firewall setup and administration, VPN, bandwidth management, and quality of service. Proven diagnostic abilities with attention to detail and ability to work effectively in a fast-paced environment. Demonstrated abilities to set strategic direction while obtaining superior results.

Highlights of Expertise

Result Driven

Time Management

Detail Oriented

Six Sigma Green

Strong Leadership Skills

Versatile/Flexible

Big Picture-Small Actions

Conflict Resolution

Team Builder

System Disaster Recovery

Excellent verbal and written skills

TECHNICAL PROFICIENCY

Remote Platforms: TeamViewer, SCCM, Twingate

Antivirus software emphasis on scheduled updates, and computer refresh for over 300 users

DELL, LENOVO, APPLE products: PC and laptops reimaging, refreshes and deployments

VPN troubleshooting and setup, Azure AD, Okta, Confluence/Jira, Google Platform, Kandji, Workspace One, Ninja, Microsoft 365, Windows 7, 8.1, 10, SAP, AS400, WMS and MAINFRAME SYSTEMS

Fresh service, Fresh works, Zendesk, Jira/Confluence (Helpdesk platforms)

Documentation Writing

ORACLE, LINUX, RETEK, FLEX, TCP/IP Networking, Tape Storage and Backup

Microsoft Enterprise and Active Directory

System Administrator with Software installation and configuration hardware

Document success in responding all inquiries and ticketing through the MAGIC system in a timely manner

PROFESSIONAL EXPERIENCE

Human Interest August 2021- Present

IT Support Specialist II

Provide remote support to end users, contractors and company employees. Onboard and Offboard user accounts

Create, edit and improve technical articles. Diagnose and troubleshoot technical issues, including account setup.

EnSafe Inc.

IT Support Specialist October 2018- August 2021

Provide leadership skills in helpdesk, images, deployment and all new computer refreshes. First line helpdesk tickets. 90% ticket resolution within reasonable timeframe. Responsible for setting up new hire, termination of employee, assist with onboarding.

McKesson Pharmaceutical Corporation May 2016-Oct 2018

Inventory Control and Computer Room Lead/Trainer

Provide leadership with necessary analyze reports measuring the effectiveness of the Distribution Center. Ensure compliance with DC policies and procedures. Coordinate communication with Corporate Office, Customers and DC Leadership to provide timely solutions to inventory issues. Direct the scheduling and ensure performance of inventory cycle count and physical inventories. Partner with Returns and Reclamations to ensure that product is credited in timely manner and managed effectively. Follow all SOP for meet and exceed audit requirements. Determine the plan for the storage of all inventory product using SAP driven data a d statistical report to maximize picks and reserves location productivity. Perform for all storage Backup tape and security camera, Badge Security, Software Updates. Assist with all enter/ exit processes for ALL levels of employment. Monitor security and tracking devices for transportation department to ensure that staff and customers are following protocols. Serve as designee for Freight watcher security software.

Xerox January 2015 - January 2016

APPLE CARE Tier 1 Tech Support Agent- (Work from Home)

Provided customer service to iOS devices, tech support to iOS software. Resolved customers issues with cellphone, desktop and laptop while educating customers to become self-reliant. Worked remotely with management and co-workers to achieve organization goals.

Family Dollar Stores Inc. January 1997-August 2014

Information Technology Department (Desktop Support)

HELP DESK Support (responsible for 2nd shift individually, departmental, and production). Performed all

monthly routine maintenance in data center and the training center. Responsible for technical support on all

handheld devices, RF guns, and Bluetooth production scanners. Scheduled online training courses for over 300

team members monthly. Monitored all Hyper-V servers via remotely.

EDUCATION

University of Phoenix (Online Courses) 2012-Present

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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