Trumbull, Connecticut, United States
Ever since I was young, Computer Engineering has always been my passion. I'll always remember the first time I took apart an eMachines T3302 eTower; seeing how this amazing technology with so many parts and components was built. It took me a few attempts to put everything back correctly, but eventually my sister's computer turned on again. To this day, my passion to learn and evolve as an IT Professional remains with me. I'm always eager to learn about new technology and software in this SaaS friendly world, as well as leaving room to expand on my current skillset. If you're reading this, don't hesitate to connect. I'm always open to chat with other IT Professionals. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Looking for a challenging role in a reputable organization to utilize my technical, database, and organizational skills for the growth of the organization as well as to enhance my knowledge about new and emerging trends in the IT sector.
• Provided onsite and remote IT support for all users, creating tickets from calls and emails for the Help Desk team. • Resolved over 1,000 escalated tickets in ServiceNow, averaging 23 tickets per day. • Managed and imaged devices using MDM solutions like Intune and Jamf, refreshing at least two users weekly. • Coordinated onboarding processes, deploying assets and conducting group orientations for new hires at WWE. • Hosted end user training courses for various SaaS applications and enterprise based websites.
• Developed and maintained knowledge-based articles for applications and standard operating procedures (SOPs). • Configured and supported conference rooms with Zoom and Polycom hardware to enhance meeting experiences. • Installed routers and switches across various locations, ensuring reliable network connectivity. • As part of the Level 3 Help Desk team, I supported and diagnosed escalated tickets submitted by EAs.
• Monitored and resolved all IT related requests from Freshservice. • As part of the global IT support team, I helped setup, maintain, and terminate users through Active Directory. • Created and managed all accounts in Microsoft EAC. • Administered the procurement process of cellular devices for all end users.
• Configured users’ workstations with associated IT equipment. • Member of the White Glove Service team for the corporate office. • Handled and resolved Level 1 tickets for all executives. • Configured the Microsoft SCCM for the deployment of global images and software packages. • Installed and monitored network switches and routers for each IDF room in the corporate offices.
● Maintained a working knowledge of each product stocked in order to educate clients as needed. ● Guided customers through technical situations, building rapport to ensure high levels of customer satisfaction. ● Arranged and scheduled at home visits for customers who needed repairs for their units. ● Offered extended coverage towards every product to ensure the customers’ investments.