Knowledge:
ServiceNow
Zscaler
Microsoft Teams
Active Directory
LogMeIn
Putty SSH
Altiris
SQL
Citrix
Career Excellence:
Responsible for providing technical assistance and support related to computer systems, hardware, and software for all Aspen employees and outside contractors.
Provided support to end users via phone, email and Teams/Jabber chat.
Use of ServiceNow to track issues and requests. Identify, log and resolve technical problems and adhere to SLA’s.
Remote desktop tools used were MSRA, MS Teams, Cisco Jabber. Utilized control up to support virtual desktops and manage performance.
Usage of Active Directory for setting up new users, unlocking/resetting passwords, adding users to groups.
Troubleshoot and resolve Zscaler issues.
Supported iOS applications such as Outlook iOS, SecurEnvoy Authenticator, Microsoft Authenticator etc.
Supported wireless networks and LAN, peripheral devices such as printers, scanners, monitors & smart phones.
Responsible for providing technical support during the global mail migration from Lotus Notes to Outlook for end user support.
Assisted users via phone, email, or WebEx for mailbox setup, profile and calendar issues, shared mailboxes/folders, permissions requests and how to instructions.
Set up users Outlook on mobile devices. Resolved and followed up with tickets in Service Now. Managed the ticketing queue.
Responsible for providing technical assistance and support related to computer systems, hardware, or software for all Penn Mutual clients and brokers worldwide.
Provided after hour support on a rotating schedule. 95% phone support, 5% email. Configuration, installation and upgrading of Windows 7 pro and Office 2007/10.
Troubleshooting of hardware, software, printers, and home routers. Password resets, AD account creations and virus removal.
Use of VNC, LogMeIn and RDP for remote assistance.
Registry editing. Joining domains, putting machines on the network, making all machines adhere to company policies and compliance.
Served as lead over a team of four analysts.
Managed tickets by means of Altiris.
Tasks included resolving level 2 technical issues and failures in a timely manner, automating application monitoring tools, and providing technical expertise for application support with use of VNC, Putty, Oracle 360, WebSphere , Shell, and Island Pacific.
Responsible for new store builds and seeding of information for all Linux servers.
Provided analytical support to review profitability for other programs such as credit cards, gift cards, and check acceptance and related verification.
Prepared technical training and process documentation for support team. Attend weekly meetings to discuss new stores operations and technologies, upgrades and patches.
Responsible for all Neo Ware images.
Main contact for all business partners. Use of Active Directory for unlocking/resetting passwords.
Technical support for over 3000 worldwide retail stores, which include 95% calls and 5%, emails a day for hardware, software, Trimax POS Software, upgrades, virus removals, polling/payroll issues, and procedural questions. Managed tickets via Magic software.
Responsible for all new store installations.
Responsible for weekly backups on Windows NT servers as well as Sun Servers. Tools used on a daily basis; PC Anywhere, DOS, Regedit, Audit Works for use of gift card liability, SQL, and Citrix.