The complete IT package!
Responsible for the execution of DTI Service Desk contact, problem, incident and request management policies and procedures.
Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents using ServiceNow.
Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
Responsible for reporting incident status and system outage notifications to customers, technical staff and applicable management entities.
Responsible for logging incidents and problem resolution activities into a computerized tracking system.
Responsible for maintaining a robust and accurate knowledge base repository. Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
MDT - Microsoft Deployment Toolkit utilization for imaging. KACE - Utilized for updates, removes, security, assigning software licenses and deployment of software packages.
DTI Engineering Toolkit – Utilized it for modifying Active directory permissions, creating users account, outlook deployment, assigning software licenses.
Utilized PowerShell for Automation of Software Deployments. Responsible for generating help desk related performance statistics, as required. Responsible for training support staff, as required. Responsible for performing other tasks, as assigned
Certifications through NASA's Satern program including;
A+ verification, Windows Admin Cert, Linux Admin Cert, OSX Admin Cert. Currently working on ServiceNow Admin Certificate as well as Google Project Management Certification.
