Technical Support Help Desk

Darrell Skeeter

*************@*****.*** 518-***-**** Schenectady, NY 12302

Summary

Over two decades of successful experience with technical support and management, hardware and software training, quality assurance and education. Experience ranging from technical management to lead technician, lead software training consultant to technical support and customer relationship management, all with increasing levels of responsibility.

Skills

●TECHNICAL SKILLS

●Windows Operating Systems/Windows Office Systems

●GLPI, SalesForce, SoftPak, Adobe, Soffront, Earth Net, WebHD

●Power Point, Microsoft Outlook, Lotus Notes, GoTo Meeting, PC Anywhere, Web Meeting, Adobe Acrobat Exchange

●Sophos Servers, Sophos Firewalls, VPN and DOS Commands

●Exchange, Remote Desktop, Active Directory, Smart Sheets, Goverlan

●Cisco Unified CM Administration, Cisco Unity Connection Administration, Smart Sheets, Therap, Jabber, Cisco Finesse, Kronos (UKG) Workforce

Experience

Office of Mental Health (OMH) Albany, NY

NIMRS Help Desk Manager

10/2023 - Current

●Provide support, education and training for the New York State Incident Management and Reporting System (NIMRS)

●Manage and support our NIMRS software application via email, ticketing, daily task, phone support, WebEx and other correspondence

●Organize daily support for our end users

●Approve and review request for access onto the NIMRS application

●Support and correspond with staff and end users via Service Now software application

●Host and set up WebEx meetings for staff and end users

●Provide training for end users

●Collaborate with NYS IT Department, and other OMH Departments and team for help desk solutions and troubleshooting

●Review and correct settings for NIMRS’ uses of Edge/IE Compatibility Mode

●Review XML code for NIMRS compatibility and access support issues

Center for Disability Services Cohoes, NY

Help Desk – Lead End User Support Technician

06/2019 - 10/2023

●Communicate effectively and professionally with end users, individuals, staff members, upper management and executives

●Resolve, support and track level 1, level 2 and escalated support calls

●Organize, perform and complete multiple daily managerial duties and task

●Work in cooperation with vendors such as Verizon and Spectrum Business for billing, reporting and services

●Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.

●Host meetings for help desk team, monitor metrics, monitor education, and provide evaluations on team and support technician services

●Build user accounts, complete onboardings for new staff members, off boardings for terminations, manage account permissions

●Created new accounts for various applications, reset passwords and configured access to servers and file management software for users.

●Review, edit, approve and submit timesheets for payroll for our Infrastructure Department.

●Assisted with purchasing, inventory management and delivery documentation using WebHD.

●Access and utilize Cisco Unified CM Administration for building and configuring phones. Cisco Unity Connection Administration for setting up voice message mailboxes update passwords

●Utilize Sophos XG Firewall, review site VPN information, assess and reset VPN connections, review site connection failover status.

Schenectady City School District/Steinmentz Schenectady, NY

Zen Den/Mindfulness Room Teacher

08/2017 - 06/2019

●Communicate effectively and professionally with students, staff and administration

●Teach student methods of de-escalation and self-regulation

●Provide a safe and positive environment for students and staff

●Support staff and administration by performing multiples duties: classroom subbing multiple subjects, reporting, student monitoring, and school security/safety

●Support administration and staff by performing and administering verbal testing for students

●Handle front desk operations, including first contact introductions, student and staff monitoring

●Controlling, monitoring and reporting population flow throughout the school

●Operating and monitoring the security system (Raptor)

●Assist with minor computer issues as needed.

Charter Communications Schenectady, NY

Tier 1 Support and Billing Agent

07/2016 - 08/2017

●Communicate effectively and professionally with customers, coworkers, team leads, supervisors and managers

●First line of support and communication for customers regarding their Time Warner Cable/Spectrum products and services

●Support customers by providing outstanding first level technical support and education regarding their cable, internet and voice services

●Support customers by providing expert and knowledgeable billing solutions and options

●Expert understanding of our products, services and knowledge base software

●Provide first call resolutions for our customers and/or set up onsite technical assistance

●Attend classroom and team trainings sessions

●Complete online knowledge certifications and testing

●Provide positive leadership for new support and billing agents

●Maintain customer satisfaction at a rate between 90% and 100% per survey responses.

Hess Oil Retail Glenville, NY

General Manager

01/2014 - 10/2014

●Oversee and maintain the integrity of store operating procedures to include: opening, closing, inventory, ordering and point of sale paperwork/recordkeeping, cash management, maintaining store standards/appearance in merchandising, backroom, restrooms and work area

●Coach and develop a winning sales team of Sales Associates and Assistant Store Managers

●Establish and exceed organizational performance and individual performance goals

●Maximize the customer experience by "solving the whole problem"

●Participate in marketing efforts to solicit new business, including but not limited to community involvement, outreach programs, and promoting the brand inside and outside the retail store location

●Assist in recruiting and hiring outstanding talent for the organization

●Meet sales goals and maintain high customer service scores

●Provide daily, weekly, monthly reporting to district management and cooperate office

●Provide answers to customer inquiries concerning and other general service related issues

●Assist and support store associates in all aspects of sales and customer service.

3M Cogent Latham, NY

Help Desk Manager

05/2010 - 08/2013

●Manage the daily operations and organization of the help desk's duties, and staff

●Biometric software application and biometric hardware maintenance for the New York State Office of Temporary and Disability Assistance (OTDA) $25MM contract

●Assigned by 3M Cogent to be point of contact with OTDA and official back up to the Project Manager

●Project planning, organization and documentation

●Maintain communication with our staff, field technicians, vendors, company executives and our customer

●Provide timely feedback and follow up to all parties

●Install, configure, and support hardware, operating systems, printers and other peripherals, and application software

●Provide network support

●Provide helpdesk support, solving and documenting issues via our GLPI software

●Train new users and provide follow up training

●Review daily alert logs and provide detailed reports for staff and customer

●Use Active Directory to set up user accounts and enforce company policies

●Maintain, track, and order IT and workstation supplies

●Lead and support inventory Hardware Management, and Preventative Maintenance

●Assist the system administrator the daily communication, support and testing

●Maintain a balanced, positive and comfortable office environment

●Complete all 3M Business Compliance Certifications

New York State OMRDD Schenectady, NY

Software Applications Consultant/Lead Trainer

04/2008 - 07/2009

●Provide managerial and educational leadership for the OMRDD TIMES Application project to over 3,000 OMRDD end users and staff members

●Execute training, implementation and set up of the OMRDD TIMES Application and provide feedback to executive staff members for future best practices

●Create, write and edit documentation for classroom and online training manuals

●Interface with Business Analyst, Central Office and Site Directors for quality assurance of training and comprehension of applications

●Assist in documenting material and production testing for the Computer Based Training application (CBT)

●Supervise and Monitor training staff as lead trainer of the Staten Island District

●Responsible for the organization of travel and accommodations for TIMES training staff in the Staten Island District.

Education and Training

Davis and Elkins College Elkins, West Virginia

B.Sc. in Communications

Davis and Elkins College Elkins, West Virginia

A.S in Business Administration

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