Technical Support Analyst
Resume:
Viola Evans Resume
Service Desk Support Analyst
*****.*.*****@*****.***
Summary
Viola is bilingual in Spanish as a native language and is MCP certified. She is completing her CompTIA A+ and AWS certifications, with over 10 years of experience. Remarkably familiar with the demanding, fast-paced enterprise environment and feels comfortable fitting in and hitting the ground running with little to no ramp-up time. Additionally, I have excellent analytical, organizational, and interpersonal communication skills when dealing with complex customers. I also created and developed documentation for systems and applications to ensure consistent communication among technical teams, improving work performance by making the resolution database more efficient.
Facilitated general support for hardware, peripherals, network connections, external software, servicing systems, and over 5,000 users.
Managed 20+ support tickets a day and implemented ticket management.
Knowledge base practices that slashed resolution time by 30%.
Resolved 99.9% of Level 2 escalated support desk tickets in emergencies.
Ensured 100% customer satisfaction by implementing effective strategies and eliminating the root causes of customers’ technical issues.
Strong team collaboration by sharing information on resolution and follow-up with customers.
She facilitated general support for hardware, peripherals, network connections, external software, servicing systems, and over 5,000 users.
Managed 20+ support tickets a day and implemented ticket management.
Knowledge base practices that slashed resolution time by 30%.
Resolved 99.9% of Level 2 escalated support desk tickets in emergencies.
She ensured 100% customer satisfaction by implementing effective strategies and eliminating the root causes of customers’ technical issues.
Good problem-solving and critical thinking skills.
Excellent written and verbal communication skills.
Able to work in a team environment and independently.
Remote work assists end users in configuring VPN, Word, Network, Excel, DNS, DHCP, Web browsers, and troubleshooting. The AirWatch MDM system enrolls devices, using the MS Authenticator to authenticate them while logging in to the network, and supports Value-Added applications.
Maintain the user's account in Active Directory Users and Computers.
Support Microsoft 365, Office 365, SharePoint, and Adobe Pro.
Installed, configured, and troubleshooted network and local printers, computer hardware, operating systems, and complex hard-drive installations, including hardware, RAM, and SSD.
My Brand Statement:
I ensured 100% customer satisfaction by implementing effective strategies, eliminating the root causes of customers’ technical issues, and using good problem-solving and critical thinking skills.
Skills
Adobe Acrobat
AirWatch MDM
Active Directory
AZURE and OneDrive
Bomgar
Configuration management
Complex client's customer support
DNS
DHCP
Excellent Customer Service
Google Cloud Platform
MS Intune device deployment
VPN Cisco AnyConnect
Ivanti VPN by Palo Alto,
Zscaler
Defender/BitLocker Encryption
Firewall
Lotus Notes
HTTPS
Hardware Support
Incident management
ITIL Best Practices
ITSC
Knowledge management
Live chat
Landesk
Lotus Notes
MAC OS Support
MDT
Move/Add/Change/Delete
Mobile device support
Multi-factor authentication (MFA)
Microsoft Exchange
Microsoft 365 Administrator
MS Office 365
Microsoft Windows Server
Network
SaaS
SCCM
Service Now
SharePoint
Smartcard Authentication
Software Support
Software Center
Single Sign On (SSO)
Typing 30 WPM
VPN, Windows, and Zendesk
Work Experience
Service Desk Support Analyst – Remote Contractor
State of Florida Department of Business and Professional Regulation (DBPR)
Remote
April 2023 to June 2024.
Install and configure hardware and software components.
Repair or replace damaged hardware.
Upgrade systems to enable compatible software.
Install and upgrade antivirus software.
Test and evaluate new technology.
Perform tests on new hardware and software.
Mobile device support (Android/iPhone in the MS Intune and AirWatch MDM systems.
Troubleshoot hardware and software issues.
Set up iPads and mobile devices.
Application support for Microsoft 365 and Office 365 Standard, OnBase 22, Cisco Jabber, Pulse Secure/Ivanti, VPN, Attach, System Center, Versa Online, Versa Regulation, Configuration Manager Remote Control. Endpoint Defender security and Microsoft Intune. MS Defender Endpoint and Network troubleshooting.
Multi-factor authentication, MS Intune, Endpoint device management.
Office 365 and Windows 10 computer refresh.
Network and local printer setup by name and IP address.
Manage the Remedy Force queue by creating new tickets and assigning existing ones to the Network, Configuration, Database, Operations, Help Desk, Purchasing, and Security Teams.
Some PowerShell scripting experience.
DNS, DHCP, and Group Policy technology.
VoIP, Active Directory users, and computer administration.
Help Desk Analyst
Coforge LTD
Remote
March 2022 to September 2022
Handle Level 1 and Level 2 help desk escalations via tickets, chats, or phone calls.
Follow up on outstanding requests and ensure timely resolution.
Create accounts in Active Directory and configure local and network printers.
Manage and monitor internal assets to ensure accurate inventory records.
Experience with remote access tools such as LogMeIn, Zscaler, Bomgar, RDP, AirWatch MDMs, MS Intune, Service Now, SCCM computer upgrade service, TeamViewer, and Take Control.
Experienced in remotely troubleshooting Windows hardware and software break/fix issues, Microsoft technologies, Outlook, Word, Excel, and PowerPoint configurations.
5-10 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
Technical proficiency with standard hardware, software, Service Now, technologies, Windows 10/7, Azure, Office 2016, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and Wi-Fi.
Active Directory, Azure, O365, MFA, SSO, Zscaler, networking, Microsoft Teams, SharePoint, Service Now, server concepts, BitLocker, Symantec SEP, wired and wireless network.
Application Support
TTec/Precepta
Remote
November 2021 to March 2022
Bilingual Remote Application Support for the Ford Pass truck and car mobile application. Installed, configured, and troubleshooted problems by navigating different support systems.
Managed over twenty-plus customer calls per day, demonstrated respect, friendliness, and willingness to help wherever needed, and actively listened to customers’ requests, confirming complete understanding before addressing concerns.
Explained technical information to non-technical individuals to promote better understanding and resolve technical problems across multiple systems and applications.
Received inbound calls from customers to provide 1st and 2nd-level support and remotely troubleshoot problems with service equipment or customer accounts.
Cultivated client relations and drove retention by efficiently authoring and updating technical documentation and manuals.
Document and update case notes for each customer and work order.
Election Technician
Broward County Supervisor of Elections
Florida - Lauderhill, FL
August 2018 to December 2018
Prepared, set up, configured, and deployed the six diverse voting machine types.
Support specific voter check-in technologies, including desktops, laptops, tablets, cellphones, printers, and network devices, and troubleshooting.
Assigned to the early voting locations and twelve other locations as a technical lead.
Successfully facilitated a streamlined voting experience for the voters.
Desktop Engineer
Esperion Therapeutics - Ann Arbor, MI
January 2017 to January 2017
One-week project for remote users visiting the Ann Arbor location from other states to upgrade their VPN, Trend Micro, and password reset in Active Directory.
Users can return to their state with updated computers and impressive performance.
Site Administrator
HARMAN INTERNATIONAL - Novi, MI
March 2016 to July 2016
Asset Manager orders, picks up from the shipping and receiving of all equipment, enters the location, and adds them into the Excel spreadsheet (date order and received department, username, and location, adds asset number, and Manager sign-off).
Equipment leaving the facility for donation or disposal, adding it to the removal spreadsheet.
Image the new equipment and wipe the old equipment.
Resolve escalated problems that the help desk is not able to resolve.
Image engineers Lenovo W541 and P50 laptops, P500, M700, and P700 Desktop, L440, T460, thin client X250, and X1 Carbon non-engineering laptops with the SCCM/MDT tool.
Clone the hard drive.
Video conferencing support, Webex support, configuration, and Repair hardware and network problems.
Initiative-taker with minimal directions.
Utilize diagnostic tools to facilitate troubleshooting.
Train newly hired employees in technical procedures.
Travel to other locations to resolve technical problems. Software and hardware upgrades.
User data backup.
Enter fixes and resolutions into the knowledge base.
User follow-up request.
Network and local printers’ installation, Mobile device setup, and configuration in the AirWatch MDM Tool.
Utilize the BMC Remedy ticketing system.
Network troubleshooting. (Switches and routers).
Microsoft Office, O365, Office 2016, Microsoft Teams, OneNote, and SharePoint configuration and support.
Desktop/Help Desk Support L2
Ryder Systems, Inc - Miami, FL
July 2014 to January 2016
Troubleshot and supported all end-user levels on PCs (laptops & desktops), wireless devices, Android tablets, Smartphones, and Blackberrys.
Software installations iOS, AirWatch, Webex, GoToMeeting, IE 10/11, Citrix, SMO, SAP, Telnet, Salesforce, Hyperion, QuickTime, and Telxon PTC-860 Handheld scanners, Zebra printers, Network, Microsoft Office 2007, 2010, 2013, and 2016, Windows XP, 7, 8, 10, Outlook, Office 365/OWA, SharePoint, MS Lync 2013, Skype for business, and Active Directory.
I oversaw the imaging, configuration, installation of PCs, and end-user data backup and recovery.
Utilize the BMC Remedy AR System for incident and change control, asset management, documentation, prioritization, and tracking of requests. Installed, maintained, and repaired PC hardware (including printers) and software.
Coordinating hardware warranty repairs with the vendor as required.
Providing Level 2/3 Remote Support 80% of the time and local support 20% to end-users with hardware, software, network, and regional and network printer installation. Utilizing Remote Desktop and LANDesk software to log in to the user’s PC.
Windows 7 Migration Consultant
West Kendall Baptist Health Systems - Kendall, FL
September 2013 to November 2013
Travel to five locations with team members to upgrade 2,000 existing client Windows XP PCs to Windows 7 using SCCM/MDT.
Utilized the necessary tools to document the upgrade and provide a daily status report.
Assisted in providing technical support and general troubleshooting upon completing operating system upgrades and entering information in the Remedy ticketing system.
Installed and configured end users' business applications in Salesforce.
Resolved desktop/laptop/Blackberry/iPhone/printers/PC peripherals hardware, software, and application-related issues.
Hardware integration and configuration on multiple vendor platforms. Followed procedures set by the client to save data and images and restore settings to new or existing computer systems.
Managed a nightly deployment list. Function as hands and feet for the project team to assess and resolve any issues for the complete migration.
Document and certify the completion of migrations to the project manager.
Regional Systems Coordinator
Littler Mendelson, P.C.
Miami, Florida
September 2011 to September 2012
Provided local and remote technical support to attorneys, partners, shareholders, and legal support staff in the Miami and Orlando, Florida, offices.
Provided exceptional support for legal applications, Citrix, Mac Pac, Microsystems DocX-tools, File Site, Workshare, Worksite, Symantec Enterprise Vault, DTE Time Entry, MO-Time, INZOOM, MS Lync, and office moves.
Installed, configured, reprovisioned, and troubleshooted iPad, iPad2, iPhone, Android, and Blackberry devices.
Sr. Desktop Support Analyst
Hewlett Packard
Detroit, Michigan, and Miramar, Florida
June 2006 to December 2009
General Motors LAAM Headquarters - Miramar, FL
Provided Tier II desktop support to executive directors and general managers, as well as account creation and password reset in Active Directory.
Resolved LAN/WAN, network, computer, hardware, and application connectivity problems.
Installed personal, local, and remote network printers.
I was one of the technical leads for the mass deployment of Windows XP environment and computer re-image for over 10,000 local users.
Technical Lead for the BlackBerry server migration project. I trained the lead technicians in North America, South America (Brazil, Colombia, and Argentina), and the Middle East (Dubai) on the device's installation, configuration, and support. The team traveled to various locations to facilitate the distribution and set up of the BlackBerry and trained other technicians to support the device.
I kept an inventory of computer software, hardware, and peripherals in the E-inventory system.
Set up and supported the video conference room for meetings, and set up and configured Avaya VoIP.
Set up new user accounts, back up and restore servers and computers, and repair laptops by adding memory, replacing batteries, and replacing keyboards.
Document tickets and resolutions in the HP Service Center ticketing system.
Coordinated with the server team, provided after-hours support to resolve down servers, outages, or application problems, and performed different duties as assigned.
Application Support Analyst Tier III
Electronic Data Systems (EDS) Assigned to General Motors Global Headquarters, Detroit, MI
December 1998 to June 2006
Value-Add applications for remote and local support for the Executive VP team and staff members throughout North America.
Project leader for the United Auto Workers (UAW) mass deployment, installation, configuration, and support of the VPN software for remote network connectivity during negotiation. I visited the project location to select the rooms for the network printers and other necessary equipment; I met with the server, network team, and vendors to prepare equipment setup. After everything was in place, the project was within budget. And successful.
Researched the possible areas of development in a project based on the established objectives.
Provided support on Outlook and Lotus Notes issues, password reset, and entered requests for ID to add or remove a user's permission from an application, share drive, or in Active Directory.
Installed, configured, and supported various software applications like Microsoft, Tivoli, and Mainframe.
Troubleshot, installed, and configured mainframe CA-Spool printers and local printers.
Support and evaluate the company's five hundred value-added applications (Crystal Reporting, VOM, POMS, Hummingbird Exceed, and FTP) with vendor assistance at the Milford Proving Grounds and Warren Technical Center.
Assisted and supported hardware and network services on a large-scale yearly project.
Served as a liaison between the employer and customers, assisting in determining, evaluating, and recommending a technical solution to address business needs.
Entering computer problems and their resolution in the Peregrine Service Center system. Demonstrated continuous effort to improve operations, decrease turnaround time, streamline work processes, and work cooperatively and jointly to provide quality, seamless customer service.
Education
In the process of taking my CompTIA A+ Certification Exam
Walsh College - Certificate, Troy, MI – Microsoft Certified Professional
Ross Business Institute Detroit - Detroit, MI – Business School Certificate,
Adventist Panamanian Institute, Chiriqui City, Panama -High School
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