Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and friendly personal interactions to provide excellent technical responses.
Skills
Experience using Active Directory, SCCM, and WSUS
Experience using Cisco Call Manager and Unity
Experience documenting and support Microsoft Office suite, including Skype for Business and Teams
Ability to work in different types of environments
Experience setting up work stations using a SCCM image/task sequence
Quickly adapt to situations
Eagerness to learn new systems and new software
Ability to find information on support when needed
Experience setting up both VMWare and Citrix environments from start to finish
Experience setting up a full production environment in VMWare
End-user support
Desktops expertise
Hardware installations
Troubleshooting skills
Desktop support
Work History
Desktop Support Analyst II, 09/2020 - Current Anthem, Inc. – Flowood, MS,
Troubleshot various technical issues dealing with printers, network and phone systems.
Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
Installed new hardware and software, patched systems and configured settings.
Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for ~1500 clients.
Provided on-site and remote technical support to users.
Coordinated with vendors to obtain necessary components and maintain smooth operations.
Configured hardware, devices and software to set up work stations for employees.
Patched software and installed new versions to eliminate security problems and protect data.
Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Removed malware, ransomware and other threats from laptops and desktop systems.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Continuously assessed current reporting techniques and developed improvements to boost accuracy.
Created proofs of concept for innovative new solutions.
Lead project team to implementation of Microsoft Intune for workstations
IT - Helpdesk Intern, 12/2018 - Current Belmark Inc – De Pere, WI,
Check in/out IT equipment (Monitors, Docking Stations, etc.)
Configured hardware, devices and software to set up work stations for employees.
Tier 1 support for all hardware and software
Update and maintain email groups
Work with SCCM to install and update software
Work with WSUS to push updates out to workstation groups
Create, set security, and maintain users in Trimble Autobid
Create tickets for any issues and phone calls in the ticketing system
Work with VMWare to access servers
Work in Active Directory Users and Computers to reset passwords, unlock accounts, and update users as necessary
Work in Active Directory to maintain all computer's and ensure they are in the proper OU
Work with Cisco Call Manager and Unity to support any IP telephony issues
Work with Veeam to restore any deleted files from any network shares
Create/maintain high level folders in any network shares
Work with MDM and DEP solutions to setup, support, and maintain all iPhone's and iPad's within the company
Setup manager's timesheet approval groups
Work with Transauth MFA to lock and unlock multi-factor VPN access as needed
Test new Windows updates and new software as needed
Work with SuccessFactors HR system to integrate with Active Directory Users and Computers
Work with Cylance anti-virus to ensure security throughout all company laptops
Work in and support all Microsoft office products, including Skype for Business and Teams
Watch license usage for all Autodesk products using network licenses, and switch user licenses as needed
Create SQL databases for Autodesk Plant3D users
Create and maintain documentation in our Knowledge Base for support purposes
Create end user documentation on new and existing software and hardware
Support Zoom Video Conferencing software and Zoom conference rooms
Summer Help, 06/2018 - 08/2020 Ripon Athletic – City, STATE,
Measure and cut fabric for belts
Cut elastic to be sown into pants and jerseys
Dye-fused fabric to be cut into different pieces of clothing
Help lay out and cut fabric to later be cut into different pieces of clothing
Cut, dye-fuse, and burn ends of tags to be sown
Cut roll's of elastic banding into smaller sizes to later be used for cuff's on jerseys and pants
Lay out and press fabric into V-neck pattern's
Mark up jerseys and pants for sowing department to saw on NFL and team logo's
Review marking documentation to ensure marking was happening at the correct positions
Review dye-fuse pattern to ensure correct pattern and placement
Review pieces of material after being dye-fused to ensure pattern and color is correct and was dyed correctly
Education
High School Diploma: , Expected in 05/2017 - Ripon High School - Ripon, WI GPA:
Associate of Applied Science: Information Technology - Network Specialist, Expected in 05/2020 - Fox Valley Technical College - Appleton, WI GPA:
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