IT Tech Support Professional / Bulldog
Technical Consultant—Adv Desktop Support at BlueCross-Blue Shield 11/2014 – 4/2016
KForce Quincy, Ma
Company Website: www.bcbsma.com
Performed large scale Windows 7 PC builds and XP to 7 migrations using SCCM
Supported both local and remote users in an enterprise environment using Lync remote software.
Using MDT/ USMT, imaged hundreds of desktops/ laptops in support of XP to win 7 migration.
Using SCCM queries, PC explorer, and direct user interface, determined user's applications and subsequent pc installs
Provided remote and local desktop support on all of BCBS’s hundreds of applications including MS Office 365, 2013 (Word, Excel, Access, Powerpoint, Outlook), Avaya / Cisco Soft-Phone, One-X Communicator), App-V, Skype, Lync.
Mentored and trained other techs / Worked as an escalation point for ticketing issues related to Blue Cross OS upgrades and application issues / Tested new OS images / On new resolutions to new issues, reported and notified other techs
Technical Consultant--Level 2 Desktop/Field Support at Sandvik Corp 12/2013 – 08/2014
Experis /IBM Fairlawn, NJ
Company Website: www.sandvik.com
As part of the Sandvik IT GSS – North America Field Support team, provided 2nd level local and field computer support for thousands of internal customers supporting Windows XP/7/8 ,Active Directory, Lotus Notes, and many applications . CA Service Desk was the ticketing system used. Created and updated knowledge base solutions.
Assisted with Checkpoint VPN, PC Builds, rollovers, software pushes / installs using SCCM and RAP
Configured Lotus Notes for users and resolved higher level issues involving Notes
Provided install and support of all office applications including Sophos, Office 2010 / 2013, Notes, Sametime, along with hundreds of other Sandvik applications. Mentored / instructed others on computer applications and systems.
Provided remote support of clients using TeamViewer Remote Access and performed many Win XP to 7 upgrades.
Resolved many hardware / software customer issues such as Offline file synchronization, Intranet website access, Notes and application errors, Notes replication, VPN errors, virus infections etc…