Description
Profile: STI - CHDP: CERTIFIED HELPDESK PROFESSIONAL Qualifications include a diverse and strong background in Operating Systems, Windows Networking and POS. Background includes technical support, desk support and team management in industries focused towards Windows XP, Vista and Windows 7,8 and 10 - technical support, network design, network implementation and administration, programming, development and research, data migration & conversion, technology based manufacturing support, office hardware and software technologies, and the development of industry related procedures and applicable processes. Credentials are amply supported by extensive experience and knowledge in LAN, WAN, PC hardware, software and technical/operational support. Over 15 years' experience of technical/operational support for large corporations. Highly competitive, passionate, persuasive and articulate, able to achieve results others believed to be impossible. Demonstrated success records in: * Providing network administration & technical support in large environments - over 3000 users. * Distilling value, overcoming objections and resolving hard to close problem tickets. * Interacting and communicating graciously with both peer and management levels. * Delivering state of the art Excel & PowerPoint presentations to upper management and executives. * Motivating co-workers to peak performance levels. * Proven record of initiative and success in designing and implementing, support and resolution procedures, training specifications for systems and subsystems failures. Supported Systems & Technology: * Ethernet, TCP/IP, IPX/SPX, PPP, SLIP, L2TP, VPN, ISDN, NT4, 2000, XP, 2003, 2008, 2012 R2 Server networking: troubleshoot routers, switches, sub-netting, LAN/WAN network design, user rights assignment, accounts and group policies, implementation and administration of Active Directory Services, OU and multi-domain, data security procedures and backups, disk subsystems and fault tolerance, Unix interconnectivity. * Microsoft Windows family OS: XP, Vista, Windows 7, 8 and 10 Workstations and Server, 2003, 2008, 2012R2 (ADS, DNS, DHCP, IIS, WINS), connectivity with UNIX and Novell NETWARE, MAC, LINUX. * Virtualisation with VMWare: WMWare Workstation v6, v7, v12, WMWare Server v2, Fiber Channel, iSCSI, SAN/NAS * Carrier services, transmission media, T1, frame relay, serial interfaces, modems, LAN, WAN, use diagnostic software to trace network faults, provide application support for RAS servers, install and configure network protocols, servers and workstations. * PC desktop, laptop, servers, printers, scanners, ZIP drives, optical drives, motherboards, RAM, HDD, SATA, SAS, NAS, NIC, interface cards, SCSI cards, system components, preventive maintenance, data storage devices, switches, routers. * MAS90, MAS200, AppXtender, VBA and VB.Net, Microsoft Office: Access, Excel, Word, Project, Power Point, Outlook, SQL Server, Microsoft .NET Servers and Exchange, Veritas Backup, McAffee Groupshield, AccWare, GHOST. Supported accounting software Designed and launched training documentation, prior to go-live and designed custom modifications to accommodate special needs. * Analyzed all aspects of Windows XP workstations deployment (physical & virtualization), and Windows 2003, 2008 servers installation, to ensure a smooth rollout and ease future virtual deployments (Oracle VirtualBox v3, VMWare v5 v9, v10). * Created desktop support standardization and dashboards and provided ad-hoc reports using MS Access and SQL Query Analyzer. * Documented work-flows, executed comprehensive training plans and delivered effective technical support (on site and over the phone) to end users. * Transformed processes/toolsets of geographically dispersed units into a cohesive, standardized set of solutions that elevated efficiency and accuracy of data processing. * Provided technical support (phone, remote and hands on) to about 100 users, at 20 locations, helping to resolve post-deployment issues (MS Office, Outlook, PC, printers, faxes, switches, VPN on XP and Vista clients) * Gathered and assessed needs from internal business units created custom solutions to resolve issues (e.g., system slowdowns, virus outbreaks and process bottlenecks) and developed functional specifications, reports, presentations and procedures for IT support group. * Automated previously manual, time-consuming processes to drive gains in data tracking/accuracy, workgroup efficiency and profitability. installations upgrades complex data issues with MAS 90 MAS 200. * Provided technical support to a network of over 2000 resellers and customers. * Provided LEVEL2 technical support troubleshooting hubs routers PC desktops and servers. Developed functional specifications reports presentations (Excel PowerPoint) and procedures for IT support group Troubleshoot assessed and resolved complex OS and Network issues( DNS Storage). * Gathered and assessed needs from internal business units created custom solutions to resolve issues * Call volume of over 50 inbound calls per day accomplishing 75% or more first time call resolution rate. * Insured customer service excellence by monitoring and following up unresolved issues. Coordinated and executed escalations notifications and communications on priorities 1 and 2 issues. Interaction with several corporate IT systems network engineers field technicians and end users. * Provided LEVEL2 technical support troubleshooting applications (Windows OS MS Office Citrix etc.) printers faxes hubs routers PC desktops laptops and peripherals. Troubleshoot assess and resolve complex loan application issues in mortgage proprietary software EMPOWER. Gathered data analyzed call center data and developed reports presentations (Excel PowerPoint) and procedures for IT support group and management.
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