Help Desk Active Directory

PROFESSIONAL SUMMARY

Solutions-oriented Help Desk Professional with 10 years of Tier 1 & Tier 2 troubleshooting and resolution experience in the healthcare, retail, education, and equipment industries.

Experienced with various ticketing systems ( ServiceNow, Proprietary systems) for level I/II support to enter documentation of the resolution in the system.

Experienced troubleshooting and resolving issues with iPads, laptops, desktops, printers, and POS (Point of Sale) terminals.

Over 2 years of Active Directory experience

Performed OS upgrades from Windows 7 to Windows 10, and Windows 8 to Windows 10 and has 4 years of experience with Office 365

4 years of experience with business communication platforms (Skype for Business)

Well-versed with using Remote Access (Gotoresolve) to upgrade and install new applications, troubleshooting/resolving application errors and issues

Performed system backups

Provided Mobile Device Management (MDM) assistance with tablets, iOS, and Android devices.

Troubleshot and resolved issues with POS systems and handheld scanners to ensure equipment was operational including connectivity, software was up to date, etc.

Assist end users with mapping printers, and ensuring network connectivity.

Extensive experience troubleshooting and resolving remote and local network connectivity issues, VPN, and broadband.

Proficient with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)

Extensive customer service experience

TECHNICAL SKILLS

Operating Systems

Windows 8, 10, Linux, iOS

Applications

Microsoft Office, O365 configuration, Microsoft Exhange Bitlocker, Avaya, Powershell, Peoplesafe, SAP, Unix, Linux, Citrix, SAP, Beyond Trust, SharePoint, Putty, Rumba, RxClaim, DCU3, Run, SQL, Service Now, Rumba, Coram, AS400, CCA, Inconnected, Jabber, Okta, AWS, DUO, Genesys, D365, Exchange Admin, MIM, Adobe, UKG, Oracle, Jamf

Systems Administration

Active Directory

Cloud Platforms

AWS, Azure, BOX, Okta

Remote Access

Remote Connection, Dameware, Team Viewer, Windows Remote Connection, Teams, gotoresolve

Programming

Language

PowerShell, Putty

Ticketing Systems

Service Now

PROFESSIONAL EXPERIENCE

Fanatics, Remote,Hybrid

Service Desk Analyst Sep 2023- June 2024

Providing Tier/Tier II support to in house Fanatics employees.

Documented ticket resolution using ServiceNow.

Troubleshooting and resolve VPN, Azure authenticator, modem/router resets, and Microsoft 365 issues.

Reset passwords in Active Directory and add new users with the corresponding permissions.

Assist with Mobile Device Management by adding multifactor authentication for iOS and Android devices.

Utilize gotoresolve, and remote access to diagnose hardware, software issues, and connectivity issues.

Assisted employees with installation, configuration, and troubleshooting various issues utilizing a wide range of applications.

CVS Pharmacy, Remote

Tech End User Support Services June 2022 – December 2022

Providing Tier 1/Tier II Support to CVS employees, Physicians, and Nursing Staff, troubleshooting and resolving hardware, processing password resets, installing/uninstalling/reinstalling software applications, and resolving connectivity issues

Documented ticket resolution using ServiceNow.

Troubleshoot and resolve VPN, Azure authenticator, modem/router resets, and Microsoft 365 issues.

Reset passwords in Active Directory and add new users with the corresponding permissions.

Assist with Mobile Device Management by adding multifactor authentication for iOS and Android devices.

Utilize Dameware, and remote access to diagnose hardware, software issues, and connectivity issues.

Assisting employees with Cisco WebEx Teams, and Cisco WebEx Meetings installation and education on meeting set up including video conferencing.

Assisted employees with installation, configuration, and troubleshooting business conference software including Microsoft Teams, Cisco WebEx, and Cisco Spark

Hughes Equipment, San Diego, CA

IT Manager July 2006 – April 2015

Troubleshooting workstations /department workstations/Owners' Laptops

Reinstalling and testing network configurations.

Updating computer programs to keep current with diagnostics for the equipment.

Install and update software and hardware

Set up new workstations.

Troubleshot and resolved connectivity issues

ITT Technical Institute, San Diego, CA

Network Technician February 2013 - July 2016

Provided Technical Support Services utilizing onsite and remote access.

Troubleshot and resolved PC problems including connectivity, set up email, and provide new user training.

Updated and installed Windows 7 and Microsoft Office Suite software

Update and maintain virus protection software, perform system scans and remove any detected viruses, spyware, and malware.

Performed system backup operations to ensure data integrity and disaster recovery.

Perform computer reimages as needed.

Reinstalling and testing network configurations.

Implemented disaster recovery initiatives (UPS / Backup Power Generator) to minimize lost data and prevent any further data loss.

Implement new and upgraded IT infrastructure (servers, printers, etc.)

Re-configured firewalls, and installed/uninstalled switches as needed

Assisted in the rollout and upgrade of critical network and system infrastructure for clients.

Rancho Sante Fe Technology, San Diego, CA

Tier 2 Technical Support Technician September 2011 - February 2013

Interfaced with a high volume of customers via telephone, e-mail, and live chat to provide computer technical support for Windows users

Assessed customers’ needs and assisted with installing and upgrading computer software/hardware, troubleshooting and resolving connectivity issues, and reinstalling and testing network configurations.

Accomplishments included excelling in areas of teamwork and leadership by lending any technical knowledge or support to team members

Adept with applying conflict resolution skills to solve problems in a precise and timely manner with a positive outcome.

Assessed customer needs and sold products to customers when applicable; speaking with customers from many different European and Latin countries

Accomplishments included creating an updated, functional network diagram for Rady’s Children's Hospital-San Diego

Murtech, San Diego, CA

Readiness Check Technician May 2011 – September 2011

Performed IT system troubleshooting of all systems (POS) at local Kohl’s stores throughout San Diego County

Troubleshot and resolved issues with POS systems and handheld scanners to ensure equipment was operational including connectivity, software was up to date, etc.

Tested all network capabilities.

Performed software updates onsite at every station.

Gaps

Temp position Sept 2022 – Oct-2022 - Tek Systems

Temp position Oct 2022- Dec-2022 – Door Dash

Family issue – Jan 2023-June 2023

Unemployed –June 2023- Sept 2023

Family issue – 2015 – 2016

2016- 2021 Various Jobs outside of tech

Education – San Diego B.S Computer Science

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