rubinm26
About Candidate
Education
Course explains how to utilize IT and IT vendors to elevate the business. Use of Cost/benefit analysis and business needs and goals to determine the effective IT resources to enhance the business Key Courses included: IS Project Management, Data Communications Network Design, I.T Infrastructure
Experiences
- Provide a daily remote/on-site support to teachers / administrators for all technology issues - Field incoming incident tickets in ServiceNow ticketing system and provide timely resolution to problems - Troubleshoot desktop / laptop, printers, copiers, projectors, VOIP phones, slip printers - Investigate issues related to Active Directory, SCCM, Windows Server 2012, VPN - Image computers using SCCM
- Answer 40 calls avg. per day for Shaw customers and resolved issues in a quick manner - Conduct troubleshooting for slow internet speeds and internet outage issues - Document in ticketing system Service Now utilizing ITIL Framework - Research related problem tickets and added solutions to knowledge base
- Handled 8-10 tickets per day via the Zoho Desk ticketing tool over the phone and in-person support for technical issues - Conducted technical support in a poised and friendly manner - Aided clients working remotely over the phone and RDP desktop service using GoToAssist - Responsible for the onboarding and offboarding of Windows user accounts using Active Directory - Configured access roles and network file share access in Active Directory - Reviewed quarantined emails and released them accordingly using O365 Admin - Performed IMAC installs, imaged and set up workstations following a baseline configuration procedure - Assisted issues regarding user accounts, Citrix cloud, Microsoft Word, Excel, and Outlook
Skills
Operating Systems: Windows Server 2016, Windows 7/10
Linux
Application Knowledge: MS Outlook, MS Excel, MS Word, 0365 Portal
Networking Knowledge
