Support Specialist Information Technology

SUMMARY

I am looking for an amazing company to work for in or near Oklahoma City that utilizes my IT skills and 20+ years of experience while offering new challenges and objectives. I am keen to work in an environment where I can make a difference and grow with the company. Professional, driven and I work well independently and with a team.

SKILLS

●Experience with Windows and MacOS; Microsoft Office 365 and Google Workspace.

●Microsoft Active Directory and Group Policy Management, ServiceNow, Adaxes, JAMF, VPN connections.

●Hardware/software installations and upgrades, system configurations; maintain and repair computers and laptops.Assist with customer onboarding.

●IT Equipment inventory control, including tracking devices and software licenses.

●Create/delete user accounts, reset passwords; create/modify file shares.

●Process and procedure documentation; technical writing; maintain and update a knowledge base.

●Created and maintained a technical Self-Support Portal for end users.

●Accurately document support tickets; track user/customer requests using various ticketing systems with detailed and up-to-date information.

●Experience with operating system image creation and enterprise level encryption solutions (McAfee, BitLocker).

●Creating, removing and modifying security groups, email distribution lists, user accounts and group members.

●Strong troubleshooting, multitasking and communication skills; very organized, professional and driven. Provide excellent customer support.

●Trained and supervised others; managed employee work schedules and timesheets.

●Assisting with onboarding and offboarding

●Maintain asset records in compliance with data protection regulations

WORK EXPERIENCE

Technical Support Associate II

Global Payments - Oklahoma City, OK

March 2022 to Present

Global Payments (@ Heartland Payments HQ), Oklahoma City, OK

Support end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Perform installation, repair and preventative maintenance of edge of network devices (desktops, laptops, mobile devices, Macs) and related systems while ensuring all processes and procedures take into account company policies / standards and industry best practices. Create a Knowledge Base (KB) article system and a Knowledge Management System (KMS/Wiki) for computer technicians across the company as well as an End User Self-Support Portal for employees. Initiated a monthly IT Newsletter to share news, updates, and tech tips for company end users.

Administrative Systems Analyst/Senior Analyst

TEKsystems/HCL America, Inc - San Antonio, TX

January 2018 to February 2022

Contractor for USAA Client Computing team. Application Management/ Software Delivery: evaluate incoming requests for software packaging for Windows desktop/server and MAC; gather information related to requests and assign to appropriate team. Responsible for leading, managing and facilitating activities related to IT Delivery Team initiatives. Daily assignments include process improvements, trends analysis, and update wiki. Respond to inquiries and provide support for expedited requests. Process and procedure documentation. Build and produce measures and metrics related to IT team services. Performs quality checks of information provided to upper management; software inventory and software package profiles. Coordinate tasks and projects with other teams, including the Distribution Team and Software Asset Management. Performed a review of existing procedures and updated as needed. Utilize Service Now ticketing system; VM; Skype for Business; SCCM; Rational Team Concert (RTC), Service Now, Slack, Box, Chimera, Citrix, VM.

Tech Support Analyst – Desktop Services

Randstad Technologies - San Antonio, TX

September 2017 to December 2017

Provide Tier 2 & 3 level support for WellMed Medical Group. MS Windows 7, MS Office, ServiceNow, Bomgar, 2-3 network architecture support, Active Directory. Perform routine or structured work. Use existing procedures and facts to solve routine problems or conduct routine analyses. Knowledge of Tier 2 & 3 support.

PC Deployment Technician

TEKsystems - San Antonio, TX

August 2017 to September 2017

Short-term project for Miner Corporation. Responsible for imaging, configuring and deploying computers with Windows 10 OS; replacing thin clients with small form factor computers; other duties as assigned.

PC Technician

Experis, a ManpowerGroup - San Antonio, TX

June 2017 to August 2017

Short-term project for CPS Energy. Responsible for imaging, configuring and deploying computers/laptops; mapping network drives; troubleshooting technical issues. Make sure the person receiving it can log in. Inventory management. Travel to remote sites. Validate information in database.

Computer Technician

CompuCom - San Antonio, TX

March 2017 to April 2017

Short-term project for Coca-Cola. Coordinate with Facilities for delivery of equipment to designated space. Unbox and set up equipment to include PCs, peripherals, cable management. Apply network patch cabling per client direction. Imaging of end user PCs. Assign static IP addresses for network printers per client direction. Conduct operational testing and support of equipment and site user needs.

“Teamwork is at the heart of great achievement.” John C. Maxwell

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