Experienced Information Technology Professional with excellent leadership skills and 9+ years of experience working on and leading a help desk team. Expert with a wide range of applications and technologies. Dedicated to customer satisfaction with focused delivery of technical solutions.
Skills
Excellent communication and interpersonal skills with ability to work independently and with other resources.
Ability to multi-task and meet tight deadlines.
Excellent knowledge of Microsoft technologies.
Experience with high-paced environment.
Team Leadership and technical skills.
Training and development
Technical Support
Planning and Coordination
Advanced troubleshooting skills
Superior customer service skills
Employee Evaluation
Work History
11/2020 to Current
Lead IT Northwest Community Healthcare – Kildeer, IL,
Hired, trained and mentored of Tier 1 and Tier 2 team members.
Provided weekly feedback and annual reviews for direct reports.
Direct assisted all other members of the IT Team with urgent and complicated support issues.
Oversaw all requests, incidents and problem. Acting as escalation point for all request and incidents.
Created and maintained knowledge base documentation.
Led daily IT meetings with support team.
Developed new processes to improve ticket response time and resolution.
Coordinated, perform and oversaw network software and application installations and updates for all networked computer systems.
Organized, prioritized, and coordinated daily help desk workload activities.
Identified and managed employee schedules to ensure prompt and efficient user support.
Worked directly with IT Director to implement new processes and procedures for the IT Team.
Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
Directed and supervised team of 20+ help desk level 1 and 2.
Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Managed schedules, accepted time off requests and found coverage for short shifts.
Took on additional job duties during unexpected backlog, resulting in meeting project target date.
09/2017 to 11/2020
IT Operations SupervisorAnser – Bethesda, MD,
Maintained a thorough understanding of Squar Milner’s IT Infrastructure including: hardware configurations, software applications, licensing, support contracts, etc.
Maintained an understanding of the Firm’s business needs, growth trajectory and scalability.
Identified and reports all risks and potential risks to the Firm’s upper management.
Contributed technical expertise and recommendations for improvements to the Firm’s technology processes.
Identified Firm equipment operational standards and benchmarks for the Firm’s user experience.
Utilized project management skills to implement technology and processes as directed.
Developed and maintained a thorough collection of Standard Operating Procedures (SOP) and Knowledge Base (KB) articles within the Firm’s IT documentation system.
Routinely generated in-depth reporting of the Help Desk tickets, upcoming implementations and project plans.
Resolved Escalated Computer Support Requests Submitted to the Help Desk Ticketing System
Supervised the IT Help Desk Specialists, including consultation on performance evaluations, promotions, hiring, and disciplinary responsibilities.
Provided the IT Help Desk staff tasks and projects relative to the desktop, local and wide area networks, and phone functions.
Ensured that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
Maintain inventory of all equipment, software and software licenses to report to the Sr. Manager, IT Operations.
Escalated problems as appropriate following Help Desk procedures to the Sr. Manager, IT Operations.
Managed the provisioning of mobile devices.
Managed and administered the firm’s phone system.
Managed and administered the firm’s imaging software and providing training and support for other IT Help Desk Specialists.
Installed software, deploy and upgrade operating system, clone disks, upgrade various drives, and troubleshoot network components.
Managed PC setup and deployment for new employees using standard hardware, images and software.
Traveled to multiple locations when directed by the Sr. Manager, IT Operations.
Responded to Help Desk requests from the Help Desk team for assistance via phone, remote control tools, and in person if required.
Provided second-level of escalation and problem resolution for all Help Desk members with hardware, software and applications problems.
Coordinated problem resolution with vendors
Maintained communications with vendors and IT staff during the problem resolution process
Received, processed, and prioritized support calls from users depending on the severity level and assigns it to the appropriate resource.
Continuously monitored the Help Desk Ticketing System and ensure tickets are being assigned as soon as they are submitted.
09/2014 to 09/2017
IT SpecialistCubesmart – Ocoee, FL,
Extensive experience as help desk/tech support technician.
Experience troubleshooting printer and handheld devices.
Expert at finding and resolving malfunctions, using exceptional technical and communication skills to ensure minimization of downtime and optimal computer performance.
Experience with purchasing and inventory.
Provide support for over 400 employees in person or remotely using ZenDesk Ticketing System.
Shoretel and NEC phone system experience
Provide training for new and current employee.
Active Directory – Manage and create users.
Exchange Mail – Manage and create users.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
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.
Helped streamline repair processes and update procedures for support action consistency.
01/2001 to 01/2005
ParalegalErnst & Young – City, STATE,
Coordinated trial exhibits by organizing materials, writing documentation and preparing digital materials and displays.
Created highly researched and articulate legal paperwork such as pleadings, contracts and briefs.
Contributed to, maintained and updated online data repositories for accessibility and to reflect firm standards.
Communicated with outside vendors on behalf of attorneys and legal departments.
Reviewed contracts and reported findings to support legal team in development of breach of contract defenses.
Developed and coordinated training to maintain access to high-quality training materials.
Education
Expected in
: Information Technology San Diego Miramar College - San Diego, CA GPA:
Expected in
Bachelor of Arts: Law ULBRA - Universidade Luterana Do Brasil - Canoas, Brazil, GPA:
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