Senior IT Help Desk & Customer Support Specialist
Resume:
Naportia Jones
**** ***** **. *** ***, Orange Park FL. 32073
*************@*****.***
Skills
•Customer Service
•HelpDesk Manager / Payroll/ PTO
•New Hire Interview / Onboarding/ OffBoarding
•1on 1 / Team Building / Project Sprints / Training
•Escalations
•IT Audit
•Technical Support Writer
•Office365 Exchange Support
•Configuring foundation data (support groups, product and operational categorization, assignment rules, change approval mappings) in ITSM 7.x
•Active Directory/Azure (Also Known as Entra)
•Remedy / SalesForce/ServiceNow/ Zendesk ticketing system / JIRA / Trello
•Git/GitHub
•MS excel, PowerBI and Query
•IT Audit of security and Privacy, computer operations and logical Security / ITAM
•Python with Networking /Java /PowerShell Scripting
•SaaS / Application Support
•Cisco / FortiClient VPN Client
•Knowledge of SQL server
•Microsoft Endpoint Configuration / InTune
•Android/ iOS devices
•SonicWall configuration
•Window / Linux/ Mac OS support
•VMware (VM support)
•Website support
Work History
IT Service Desk Technician (05/2024 - Current)
Logicalis
(Contract with Exact Sciences)
Provides support remotely (fully) for various hardware/software applications
Troubleshooting Outlook and other MS products
Provide support for mobile devices including configuring email and inTune
Utilizes Active Directory for password reset/adding security groups to devices and profiles
Assist users in adding and setting up printers
Provide technical support for VPN connectivity issues (Zscaler)
Control users computers using remote access tools
Troubleshoot remote access connectivity problems
Entra Admin and JAMF for configuring iOS devices
Medical application support (Epic, Veeva CRM, Citrix Workspace, and Tableau)
Okta Authenticator support / Microsoft 2FA
Technical Training of New Hires
Ticketing System operations within Service Now referencing to KB articles for troubleshooting guidance and escalation documentations
IT Manager (08/2023 – 01/2024)
Acom Integrated Solutions
•Created and set in place helpdesk policy and procedures
•Shadow Team to assist and ensure proper support and troubleshooting tactics
•Managed AHT for team to maintain within 10 min mark
•Reviewed/ Handled escalations
•DNS support/ SpamHero for spam message filtering for all clients
•Use of various support applications MyConnectwise/AutoMate/AIS Support Portal
•Support of Jive Phone Systems
•Conducted training of all applications for Helpdesk Team usage
•Interviews/ Onboarding/ New Hire training structure / Offboarding
•Technical Writing updating IT Glue of new procedures for Clients system support
•VmWare Support for sev 1 server Outages
•Continuous Guidance for Helpdesk Team
•Perform IT Audits including security and privacy, operations, and logical security
•Build strong relationships with IT clientele
•Data maintained and collected using MS excel, PowerBI and Query
•Scheduled weekly meetings
•Usage of Python for Network changes/ PowerShell Scripting
•O365 admin support / Entra (use to be known as Azure) Support and Training for Team
•SonicWall Configuration
•Kaseya usage and trained team Knowledge of usage
•Payroll/ Time Off request using Paycom
•Kaseya / ConnectWise /Service Now
• Participates daily in all required team and support group meetings
•Support of organization websites changing of host A records
Remote Support Engineer 06/2022 to 02/2023
Coretelligent (Duluth, GA)
•Resolve technical issues for clients over the phone, via Salesforce Ticketing Systems
•Participated as a member of customer support team ensuring Helpdesk support
•Receive and answered queries/maintained an automated log of all helpdesk transactions
•Operated within GitHub documenting/ Pulling/ Pushing Java and Python scripts for Networking support
•Provide monthly helpdesk report including dates/times/list of complaints/documentation of inquiries/information of resolved issues
•Perform IT/ ITAM Audits within Service Now while developing relationships with IT Clients
• Analyze results of review procedures and testing to assess risks • Usage of MS PowerBI, Power Query and Excel • Participates daily in all required team and support group meetings
•Educate requestors about best practices and answer product questions
•Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request
•Reproduce customer issues by impersonating the client diagnose the problem and resolve basic troubleshooting issues
•Maintain Customer Satisfaction ratings
•Operated within Cyber Ark application
•Provide prompt and accurate feedback to requestors
•Remote accessed clients machines via Kaseya tool (used tool to access clients domain
controllers for application support)
•Ensure the support SLA is met on all assigned support tickets
•ServiceNow Ticketing system
•Create/Add/Remove end user profiles within active directory and azure Active Directory
•O365 support
•Creating new hire (onboarding) accounts/Offboarding
•Agile PM Certification of completion / Jira and Confluence applications supported • Groovy/ Python scripting used for debugging, testing platforms, and diverse application support
Remote HelpDesk Support
02/2022 to 05/2022
Insight Global (Atlanta, GA)
•Agency for short-term project w/ Bayview), - Application Support
•Educate requestors about best practices and answer product questions
•Provide monthly helpdesk report including dates/times/list of complaints/documentation of inquiries/information of resolved issues
•Provide professional end-user support via telephone, email, Chat or web submits
• Participates daily in all required team and support group meetings
•Provide restorative or maintenance actions to resolve end-user problems
•Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request
•Reproduce customer issues by impersonating the client diagnose the problem and resolve basic troubleshooting issues
•Maintain Customer Satisfaction ratings
•Responds to end-user problems based on standard procedures
•Provide prompt and accurate feedback to requestors
•Track incidents and calls, including but not limited to, entering data into the database timely and accurately using Service Now
•Ensure the support SLA is met on all assigned support tickets
•Responsible for ensuring systems are configured properly of Cisco Routers
•Troubleshooting Firewall issues
•Provided exceptional Customer Service
•VPN troubleshooting (Cisco and Endpoint)
•Application support using Jira and Confluence / Python SQL PowerShell scripting
•Provide support to equipment and systems including (but not limited to) Windows / Linux laptops and workstations, Android and Apple phones, printers, networking devices, peripherals, and both common and bespoke software applications
•Support of Windows 10 laptops and workstations, iOS and Android phones, iPads and
Windows tablets Hardware, Peripherals, Microsoft Office Suites
•Use of the client's ITSM tool, Service-Aide to create, update and resolve Incident and Request records.
•Ability to resolve Windows 10 Operating System Issues and Errors
•Basic Network troubleshooting skills and knowledge (mainly Cisco) Knowledge of ServiceAide, or a similar ITSM toolset
•Proficient in the latest Microsoft Office Applications / Customer infrastructure support (wiring and connectivity) Maintain and abide with compliance activities
•Ability to communicate technical information to non-technical audiences' Good organizational skills Ability to sift through technical issues and know what to do next and or when to escalate for help.
Helpdesk Manager (Hybrid-Remote) 04/2021 to 02/2022
Stefanini Group, assignment (6600 Corporate Center Parkway. Jacksonville, Florida, 32216)
•Provide professional end-user support via telephone, email, Chat or web submits
•Provide restorative or maintenance actions to resolve end-user problems as part of escalations
•Responds to end-user problems based on standard procedures
•Set and Put in place policies and procedures for team to meet SLA and AHT to meet quota Goals
•Scheduling and On call rotation support to ensure after hour coverage
•Time approval / Payroll
•1 on1 to discuss goals and outline roadmaps for team
•Conducted Sprints of Projects to meet client deadlines using Trello
•Track incidents and calls, including but not limited to, entering data into the database timely and accurately
•Responsible for ensuring systems are configured properly
•Provided exceptional Customer Service
•VPN troubleshooting
•Provide support to equipment and systems including (but not limited to) Windows laptops and workstations, Android and Apple phones, printers, networking devices, peripherals, and both common and bespoke software applications
•Support of Windows 10 laptops and workstations, iOS and Android phones, iPads and Windows tablets Hardware, Peripherals, Microsoft Office Suites
•Use of the client's ITSM tool, Service-Aide to create, update and resolve Incident and Request records.
•Ability to resolve Windows 10 Operating System Issues and Errors
•Python/ Java for networking
•Basic Network troubleshooting skills and knowledge (mainly Cisco) Knowledge of Service-Aide, or a similar ITSM toolset
•Proficient in the latest Microsoft Office Applications (2016 and higher) Customer infrastructure support (wiring and connectivity)Maintain and abide with compliance activities
•Ability to communicate technical information to non-technical audiences' Good organizational skills Ability to sift through technical issues and know what to do next and or when to escalate for help.
IT Support Specialist 07/2019 to 02/2021
TEGNA (1070 E Adams St Jacksonville, FL, 32202)
•Participated as a member of customer support team ensuring Helpdesk support
•Receive and answered queries/maintained an automated log of all helpdesk transactions
•Provide monthly helpdesk report including dates/times/list of complaints/documentation of inquiries/information of resolved issues
•ZenDesk ticketing system / Jira/ GitHub Lab
•Involved in technician training
•Python for networking
•Educate requestors about best practices and answer product questions
•Creating Trouble tickets
•Troubleshooting IP Addresses/ re-assigning IP address in order to re-configure routers
•Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request
•Reproduce customer issues by impersonating the client diagnose the problem and resolve basic troubleshooting issues
•Exercise judgment on the required need to escalate the trouble if needed
•Provides support to users where the product is highly technical or sophisticated in nature • Work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors
•Unix /Linux, Windows 10/11, MacOS, and iOS mobile devices
•Networking and Routing Protocols
•Maintain Customer Satisfaction ratings
•Troubleshooting within Windows XP and Windows 7 environment
•Exercises judgment within broadly defined company practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results
•Provide prompt and accurate feedback to requestors
•Ensure the support SLA is met on all assigned support tickets
Apple Technical Support Representative 02/2017 to 06/2019 KellyConnect (Troy, Michigan)
•Provide monthly helpdesk report including dates/times/list of complaints/documentation of inquiries/information of resolved issues
•Setup new and existing installs
•Managing iCloud and iCloud backups
•Intune
•Receive and answered queries/maintained an automated log of all helpdesk transactions
•Participated as a member of customer support team ensuring Helpdesk support
•Educate requestors about best practices and answer product questions
•Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request
•Reproduce customer issues by impersonating the client diagnose the problem and resolve basic troubleshooting issues
•Maintain Customer Satisfaction Ratings
•Ensure the support SLA is met on all assigned support tickets
•Provide prompt and accurate feedback to requestors
•Support Windows, MacOS and iOS devices
•Networking and routing Protocols
•Internet Explorer 7 support
•BMC Remedy / ITSM applications administration
Remote System Engineer 07/2014 to 12/2016 Actiance Atlanta, GA
•Participated as a member of customer support team ensuring Helpdesk support
•Receive and answered queries/maintained an automated log of all helpdesk transactions • Provide monthly helpdesk report including dates/times/list of complaints/documentation of inquiries/information of resolved issues
•Zendesk ticketing system
•Ensure the support SLA is met on all assigned support tickets
•Networking and Routing Protocols
•Reproduce customer issue by impersonating the client diagnose the problem and resolve basic troubleshooting issues
•Citrix Software Support
•Enterprise Microsoft Operating System-based servers
•Monitor
•Evaluate and troubleshoot existing Active Directory
•Exchange and Citrix implementation(s)
•VPN and Network Switches
•Adjusting Firewall Settings as required
•Develop and implement solutions for evolution
•Enhancement of issue resolution and tuning
•Test patches and updates for Microsoft Windows servers on an on-going basis
•Adhere to strict Change management policy to ensure timely notification, testing and approval for all system and application related changes.
•Adhere to problem management practices that focus on root cause analysis and prevention of future problems
•Work with the Service Desk to resolve user issues that have been escalated in a timely manner
•Pro-actively research and suggest ways to improve the efficiency of the Operating Systems
•Support on-call schedule and response to priority incidents as needed
ITSO Service Desk 11/2012 to 02/2014
Tek-Systems, Dell, CDC (1600 Clifton Rd, Atlanta, GA 30333)
•Participated as a member of customer support team ensuring Helpdesk support
•Receive and answered queries/maintained an automated log of all helpdesk transactions • Provide monthly helpdesk report including dates/times/list of complaints/documentation of inquiries/information of resolved issues
•Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request
•Reproduce customer issues by impersonating the client diagnose the problem and resolve basic troubleshooting issues
•Maintain Customer Satisfaction ratings
•Provide prompt and accurate feedback to requestors
•Assisting with Share drive access
•Network accessibility
•Ensure the support SLA is met on all assigned support tickets
•New user account Setup
•Software / Application Support
•System Maintenance
•SAS Support
•Outlook account setup and maintenance
•Functional mailbox creation
•Familiar with Service Center
•Escalating to the appropriate department for accurate resolution
•Outage Resolution communication
•VPN and Citrix Support
•Windows XP, 7, Mac OSX support
•Blackberry Support
•Training of Software Application and IT documentation
•New Hire Training
•Project Management
•Technical Documentation
•Hardware/Software demo for customer usage
Education
AA of Information Technology Information Technology 06/2012
Phoenix University, Phoenix, AZ
Agile PM Certificate .
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