Technical Support End User

Professional Summary

Seasoned technology executive with broad background in workflow systems, end user site lead, server management and user administration as well as Full Stack Web Development. Experience supporting Mac OS workstations and Server, System Asset Tracking and Management, Reporting, Billing and Maintenance, Tier 2 Support, and Active Directory.

Professional Experience

YOH, a Day & Zimmermann Company Philadelphia, PA (8/2024-12/2024) End User Computer Site Lead

•Investigated and resolved complex software and hardware issues for PC and iOS devices.

•Conducted on-site troubleshooting, utilizing effective communication and technical expertise to identify and resolve user problems promptly.

•Escalated critical issues to higher-level support as needed.

•Responsible for deploying and retiring IT hardware. This may involve physical installation, transfer of settings or data, installation and configuration of software, or training and support for PCs, Laptops, Printers and Peripherals.

•Maintained accurate documentation of all support interactions, including troubleshooting steps, solutions, and resolution details.

•Collaborated with other IT team members and departments to resolve complex issues and ensure seamless technology integration.

•Provided white glove service, demonstrating professionalism, courtesy, and a positive attitude in all interactions with users.

Fidelity National Information Services, Inc. Birmingham, AL (9/2021-03/2024) Senior Technical Support Administrator

•Provided day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.

•Performed installations, repairs, upgrades, backups, and other maintenance tasks.

•Utilized soft skills and troubleshooting skills to resolve client issues and questions.

•Installed, configured and troubleshooted desktop systems, workstations, servers, and network issues in various environments.

•Documented, tracked, and monitored client incidents in ServiceNow to ensure a resolution

•Prioritized and escalated support incidents and requests based on business impact and documented guidelines

•Maintained passwords, data integrity and file system security for the desktop environment.

•Communicated highly technical information to technical and nontechnical personnel.

•Recommended solutions including new acquisitions and upgrades.

•Participated in development of information technology and infrastructure projects such as Global Protect vpn.

Department of Veterans’ Affairs/Take2 Consulting Birmingham, AL (2/2021-05/2021) Systems Administrator

•Performed installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.

•Diagnosed and resolved customer related hardware/software issues utilizing ServiceNow. Tracking and documenting all system changes, problems, issues, and work tasks therein.

•Provisioned newly procured desktops, laptops, printers, and mobile devices. Performed imaging, desktop support, adds/moves and changes.

•Provided user management account support where Elevated Privileges (EP) may be required.

•Utilized Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, to include Scripting, McAfee, and other VA standard tools.

•Performed routine audits of systems and software to determine utilization and adequacy for demand, and compliance with current hardware and software site license regulations and requirements.

•Perform asset management to include asset inventory, audit and tracking, asset administration and reporting, integrated IT asset portfolio, and history and forecasting, automating the asset management process, as necessary.

Southern Linc /Synergis Birmingham, AL (3/2019-1/2020) - Tier I and Tier II Support/Customer Service

•Resolved customer issues, supported other work groups in Customer Solutions, assisted with new products and services testing, implementation, and support

•Worked all ticket types in InfoLinc/Remedy using CPNI guidelines

•Customer liaison to the Engineering group

RxBenefits, Inc. /ITAC Solutions Birmingham, AL (11/2018-01/2019) - Eligibility Analyst

•Managed exchange of eligibility data between clients, PBM’s, and other 3rd parties, researched data, and member related issues

•Customer Service for internal and external clients, project management for data files

Lexmark /Regions Bank/Revolution Technologies Birmingham, AL (3/2018-10/2018) – Site Operations Specialist, Senior

•System Asset Tracking, Reporting, Billing and Maintenance, Standard & Proactive Consumable Management (PCM) System Maintenance

•Directed Emergency Consumable Order Execution, Ad-hoc Hardware Order Processing, and Maintenance (break-fix) Service Support, Billing detail reports and resolutions

RxBenefits, Inc./Randstad Birmingham, AL (9/2017-1/2018) - Eligibility Analyst

•Administered the exchange of eligibility data between clients, PBM’s, and other 3rd parties

•Researched data and member related issues

•Managed reception of calls from both internal and external customers regarding data file issues

•Project management for data files

State of Alabama, Department of Finance, Information Systems Division (ISD), Mainframe Systems Software Support (MSSS) Montgomery, AL (7/2014-7/2017) - Mainframe Systems Software and Support Analyst

•Maintenance of the MSSS disaster recovery (DR) documentation and plan, maintained and monitored equipment and disk images

•Managed the interface between lSD Help Desk, MSSS staff and mainframe users, as well as production documentation process

WorldWide Tech Serviceshttps://www.linkedin.com/company/2152?trk=prof-exp-company-name, Tewksbury, MA (4/2013-2/2014) - Field Specialist

•Customer support for Dell Desktops and Portables - Windows 7 Desktop Administration – Apple IBM - ITI, Service Center Team (SCT) & WarranTech servicing Vizio – Sharp – Sony Televisions – Lexmark Printers

•Completion of all administrative tasks associated with each service call

•Responsible for control and return of assets and inventory

HealthSouth Print Solutionshttps://www.linkedin.com/company/2152?trk=prof-exp-company-name, Birmingham, AL (7/2007-8/2012) - Workflow Systems Mgr./Graphics/Prepress & Production/Web-to-Print Technician

•Web to print administration, including web stores for corporate and offsite facilities utilizing Printable Solutions Suite

•Remedy technical support for Mac and PC

•Development of the technical user manual for site administration, web training for users and Regional Marketing Directors

•Customer Service for over 200 facilities within the network of providers including HealthSouth Hospital Managers, and Regional Marketing Directors meeting requirements for optimal ROI and business solutions

Technical Skills

•Apple/Macintosh Administration / Windows Technical Support / MS Office / ServiceNow / Advanced Adobe Creative Suite / Project Scheduling / Creative Project Management / Web and Digital Design / HTML / JavaScript / Dell DCSE Foundation 2010 Portables and Desktops (Master) DCSE / HP Desktop / Tier I & II Lexmark Printers Support / Full Stack Web Development Certified / Graphics Design / Pre-Press

Education

Samford University

B.A. Journalism / Mass Communications 1988

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