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(Updated 2023-11-30)Network Support
Dallas, TX, USA
Native English
- Expert Remote Support
- 5 year managed Service Provider Support
- 10 years Technical Support
Skills (36)
Office365
INVENTORY
HELP DESK SUPPORT
REMEDY
PRINTERS
END USER TRAINING
EDUCATING
MSFT Exchange
Active Directory
TECHNICAL SUPPORT
DNS
CUSTOMER SERVICE
Office 365
Microsoft Office 365
HELP DESK
MICROSOFT OFFICE
OUTLOOK EXPRESS
WIRELESS
TCP/IP
LOGGING
TECHNICAL PLANNING
WIRELESS TECHNOLOGIES
MS EXCHANGE
INTERNET SECURITY
WIRELESS NETWORK
PHYSICAL SECURITY
NETWORKING
DOCUMENTATION
Virtualization
ENCRYPTION
LAN
LOTUS NOTES
LOANS
MORTGAGE
RETAIL SALES
Hardware Repair
Summary
A Dedicated Network Support/Customer Care Specialist. Well-versed with Several Computer Networking Platforms. Adept at Emerging Technologies like Cloud Computing, Virtualization Support, Wireless technologies, VPNs, Monitoring Systems while keeping updated with legacy systems support. A vast experience in customer service in a high volume call center environment where time was critical. Seeking to specialize in support with companies experiencing considerable growth.
CompTIA A+ Certified.
CompTIA N+ Certification. (At Perscholas Training Center)
Bachelors Of Science Information Science Moi University 1995-1999.
Professional Experience
Advanced Provisioning TECHNICIAN
GXA NETWORK SOLUTIONS
2023-11 - Present
Roles: * Providing front line support for all users. Respond to technical support requests oniste/offsite.
* Supporting basic IT issues such as password resets, peripheral configurations, desktop/laptop/ iPad/iPhone configurations, software installations and hardware repair.
* Provisioning new hardware for new and existing users, including reimaging computers and installing software.
* Researching and providing answers to clients by identifying problems and solutions.
* Traveling to branch locations located primarily in TX, * Guiding clients through steps to resolve issues and training users to address common issues.
* Resolving minor technology problems, monitoring activities, and maintaining documentation.
* Supporting common enterprise software solutions like Microsoft Office and Adobe's suite of products.
* Supporting and basic troubleshooting of Encompass, a mortgage management solution by BBG.
* Creating Users in Active directory and configuring to sync with Office 365.
* Troubleshooting and supporting Office 365 and related products. licencing, sync etc.
* Supporting Online storage solutions and sync issues for BOX Drive, BOX Sync, One Drive ETC.
* Use tools like treesize to determine disk storage and advise management who is using up space.
* Support Office, Outlook, One drive, resolve profile issues, registry edits and overal technical support.
* Supporting basic IT issues such as password resets, peripheral configurations, desktop/laptop/ iPad/iPhone configurations, software installations and hardware repair.
* Provisioning new hardware for new and existing users, including reimaging computers and installing software.
* Researching and providing answers to clients by identifying problems and solutions.
* Traveling to branch locations located primarily in TX, * Guiding clients through steps to resolve issues and training users to address common issues.
* Resolving minor technology problems, monitoring activities, and maintaining documentation.
* Supporting common enterprise software solutions like Microsoft Office and Adobe's suite of products.
* Supporting and basic troubleshooting of Encompass, a mortgage management solution by BBG.
* Creating Users in Active directory and configuring to sync with Office 365.
* Troubleshooting and supporting Office 365 and related products. licencing, sync etc.
* Supporting Online storage solutions and sync issues for BOX Drive, BOX Sync, One Drive ETC.
* Use tools like treesize to determine disk storage and advise management who is using up space.
* Support Office, Outlook, One drive, resolve profile issues, registry edits and overal technical support.
Technical Support Analyst
RandStad Technologies
2023-11 - 2023-11
Roles: End user technical support.
* End-user onsite/offsite support: Profile Back-UP and new set ups * Supported windows 7/10 enterprise environments.
* Resolved windows domain issues: Join computers to domain, offload computer from domain.
* Installed network printers/ map network shares/ printers * Resole trust relationship issues with windows! * Support line of Business applications/ work with various vendors to have their software configured.
* Imaged workstations and performed MACS (MOVE ADD CHANGE) within the hospital * Assisted with break-FIX End user support.
* Resolved networking issues with WAP (wireless access Points) * Supported / configured Thin clients workstations within the hospital * Helped with conversion from meditech to EPIC * Ensured workstations are encrypted with BITLOCKER before being deployed for production
* End-user onsite/offsite support: Profile Back-UP and new set ups * Supported windows 7/10 enterprise environments.
* Resolved windows domain issues: Join computers to domain, offload computer from domain.
* Installed network printers/ map network shares/ printers * Resole trust relationship issues with windows! * Support line of Business applications/ work with various vendors to have their software configured.
* Imaged workstations and performed MACS (MOVE ADD CHANGE) within the hospital * Assisted with break-FIX End user support.
* Resolved networking issues with WAP (wireless access Points) * Supported / configured Thin clients workstations within the hospital * Helped with conversion from meditech to EPIC * Ensured workstations are encrypted with BITLOCKER before being deployed for production
IT Specialist
Intrigue IT
2011-01 - 2016-06
* Supporting Windows Vista/ Windows 7/Windows 8/windows 10 support * Supported Active Directory: created Domains, user accounts & computer accounts.
Added users to various user accounts and assigned relevant rights and permissions.
* Onsite and offsite back up support for companies and their critical data.
* Was directly involved in office 365 implementation for a client (lawfirm) with over 250 members and employees: was involved through the 6 key stages strategic base; preparation and scoping: technical Planning regarding how many licences would be required, how many servers needed, How much bandwidth, Human Impact assessment; migration and transition. We ran A pilot migration on 20 users to assess the human impact, they were using LoTUS Notes; Communication and adoption. Trained the users on the new Technology and followed through.
* Installing advanced virus removal and prevention products * Supported MS Exchange 2010, 2013, outlook express and help create user accounts.
* Internet connectivity and wireless network issues resolution * Internet security and firewall, ensuring that the systems are correctly configured to avoid threats.
* Enterprise Rollouts and upgrades within various components and services.
* 24 hours technical support onsite and offsite.
* LAN and WAN installation and maintenance * Virtual and Dedicated server support, (Remote Access support) * Maintained and worked on windows server 2010/2012 for client load balancing.
* Used Service Now & remedy for Help Desk Support.
Added users to various user accounts and assigned relevant rights and permissions.
* Onsite and offsite back up support for companies and their critical data.
* Was directly involved in office 365 implementation for a client (lawfirm) with over 250 members and employees: was involved through the 6 key stages strategic base; preparation and scoping: technical Planning regarding how many licences would be required, how many servers needed, How much bandwidth, Human Impact assessment; migration and transition. We ran A pilot migration on 20 users to assess the human impact, they were using LoTUS Notes; Communication and adoption. Trained the users on the new Technology and followed through.
* Installing advanced virus removal and prevention products * Supported MS Exchange 2010, 2013, outlook express and help create user accounts.
* Internet connectivity and wireless network issues resolution * Internet security and firewall, ensuring that the systems are correctly configured to avoid threats.
* Enterprise Rollouts and upgrades within various components and services.
* 24 hours technical support onsite and offsite.
* LAN and WAN installation and maintenance * Virtual and Dedicated server support, (Remote Access support) * Maintained and worked on windows server 2010/2012 for client load balancing.
* Used Service Now & remedy for Help Desk Support.
Support Services Agent
AAA Texas
2005-08 - 2010-11
* Vendor support. Emergency roadside services * Call volume routing * Territory Updates for towing companies.
* Service offering updates, educating customers on their coverage.
* Logging off and on of vendors depending on the requested times to be off duty.
* Authentication support, verifying users calling in are authorized to receive services requested.
NairobiNET online - Nairobi, Kenya
* Service offering updates, educating customers on their coverage.
* Logging off and on of vendors depending on the requested times to be off duty.
* Authentication support, verifying users calling in are authorized to receive services requested.
NairobiNET online - Nairobi, Kenya
Network Support Specialist
2000-01 - 2005-07
* Configure security settings or access permissions for groups or individuals.
* Identify the causes of networking problems, using diagnostic testing software and equipment.
* Troubleshoot network or connectivity problems for users.
* Remote support.
* Perform routine maintenance or standard repairs to networking components or equipment.
* Train users in procedures related to network applications software or related systems.
* Test repaired items to ensure proper operation.
* Install and configure wireless networking equipment.
* Maintain logs of network activity.
* Document help desk requests and resolutions.
* Identify the causes of networking problems, using diagnostic testing software and equipment.
* Troubleshoot network or connectivity problems for users.
* Remote support.
* Perform routine maintenance or standard repairs to networking components or equipment.
* Train users in procedures related to network applications software or related systems.
* Test repaired items to ensure proper operation.
* Install and configure wireless networking equipment.
* Maintain logs of network activity.
* Document help desk requests and resolutions.
Academic Background
Certification
Moi University
2024-11 - 2024-11
Bachelor of Science in Information Science
1995-01 - 2000-01
Certifications
CompTIA A+ Certified, Office365, AD (Active Directive Support)
CompTIA N+ Certification. (At Perscholas Training Center)
CompTIA A+ Certified
A+ Certification