Years of IT Experience: 20 years
Experienced in developing and designing enterprise SOPs, managing technical team and analyzing business requirements and translating it to technical specifications.
Operational knowledge of Microsoft products and applications.
Vast ability to educate other members of team in processes.
Deep ability to communicate with business partners and team members.
Proficient with Autodesk Products and Ticketing Systems such as HEAT and TrackIT. Exceptional facilitation and interpersonal skills.
Oracle database management, as well as network system operation maintenance.
Support of multiple software environments, such as, AS/400, Intercept Banking systems, ACH wiring, VPN Clients, Citrix, Tivoli, Autodesk, MS Office, Lotus Notes, Outlook, Box.net, Java Consoles, Parallels, ENCASE, Paraben, Enterprise Recon among multiple computer systems.
• Provide support to over 5,000 end users by phone and email: troubleshooting issues(tier 1 & 2), printer/scanner support, credentials and password assistance, network connectivity problems and coordinating 3rd party support for high priority incidents.
• Monitor and dispatch incoming requests via email in order to provide a resolution in a timely matter, work with team on resolutions for advanced technical issues.
• Troubleshoot software and hardware problems, network connectivity, virus removal, printer connection issues, MS Office applications, password resets, Corporate application support, while providing top of the line customer service.
Conduct enterprise wide ITS e-Discovery searches for company's legal team in accordance with court requests. In addition to computer forensic images for analysis. Responsibilities include, but are not limited to:
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