IT Specialist II - PirtekUSA
(2023-05 - 2024-09)
- Manage Enterprise Resource Planning (ERP) database Enhancements & Breakfix tickets, coordinate with development team to report/test findings.
- Maintain/update/create ERP documentation as needed for newly released feature and functionality with SyteLine. Also publish document within FranConnect or database Help.
- Manage all FranConnect tickets and handle escalations for IT department.
- Serve as liaison between internal departments & IT for all issues regarding SyteLine.
- Manage & perform ERP training for new or seasoned Franchisees during start-up.
- Created SyteLine Study Guide for new owners after 1 week of SyteLine Training.
- Setup Webex with new owners to go over receiving in initial inventory from PIRTEKUSA
- Send bi-weekly SyteLine (SL) "Did You Know" templates to all business owners, admins & OPS Managers via email
- Create and Teach SyteLine training course for new franchisee owners & admins
- Completed 35 hrs of Network+ & 35 hrs CCNA bootcamp
- Assist end-users to sign into VDI environment to access old network
- Changed/unlocked end-users domain password in O365 admin center
- Pushed software to client machine via SCCM
IT Support II - Collins Aerospace
(2019-04 - 2023-04)
- Joined Collaboration Team to assist O365 migration and license upgrade
- Setup/troubleshoot Lotus Notes & Outlook profiles on B/E Aerospace, Collins Aerospace, UTC and Raytheon company assets
- Troubleshoot O365 and software installation via SCCM (Software Center)
- Utilize Service Now to create, update, route and close out tickets
- Provide loaner laptops & cell phones for domestic and international travel
- Familiar with McAfee's encryption on company assets; assist end-users with signing into their laptops/creating passwords for McAfee and domain account.
- Setup Melbourne's site conference, huddle and training rooms (8); provided computer setup, monitors, polycoms & CAT6 cables. Test functionality of projectors, audio and PCs working in sync.
- Image site desktops & laptops utilizing a PXE (Windows 7 and Windows 10 Enterprise)
- Troubleshoot hardware, software and network issues on company asset; providing support if end users are on-site or remote location
- Assist with Voluntary & Involuntary Separation Program; retrieving IT asset and determining if items are re-usable or prepped for E-waste.
- Utilize Zoom, Bomgar, and Remote Assistance for screen sharing/tech support
- Familiar with troubleshooting Cisco Anyconnect and Pulse Secure (VPN connection)
- White glove Collins General Mangers, Associate Directors during O365/MDM migration
- Work side by side with Melbourne's desktop support team
- Attend monthly/quarterly/annual staff meetings
- Excellent communication
- Excellent documentation skills
- Reliable and experienced in working with small/large scale teams
IT Field Engineer - Dyno Nobel
(2009-12 - 2019-04)
- Manage Dyno Nobel's Turnaround Team IT Support for the last 8rys - 12 – 40 MIL Projects
- Supply/Configure desktops, laptops and network printers
- Create contractors/employees domain accounts
- Hire contractors to run/terminate fiber onsite and remote sites
- Administer Dyno Nobel Power Broker for Windows globally; configure applications to run without admin rights.
- Create Shared Folders and restore files (backup) on different File Servers throughout the company
- Create Shared Printers on File Server in Cheyenne, WY, St. Helens, OR and Donora, PA
- Create Lotus Notes Email Accounts for new employees and contractors
- Open and close tickets in Cherwell/C. Support documenting issues and resolution
- Assist end user to configure IPADS and IPHONES utilizing Mobile Iron and DEP
- Provide computer/network support to Dyno Nobel (U.S, Canada, and Mexico) and IPL end users (Australia) ensuring all IT systems at assigned sites are properly functioning
- Ship Dynonobel's standard laptop or desktop (complete setup) to remote end users or new employees throughout the United States
- Communicate with supervisors, managers and field staff in order to exchange information and improve customer service
- Enforce compliance with operation procedures necessary for the efficient use of IT systems
- Track and analyze common problems encountered to provide proactive communications on fixes to the user community
- Lead and assist in resolving issues in order to remedy problems quickly and maintain trouble-free operations for the end customers
- Escalate severe or business critical processes to appropriate technical and functional resources to ensure a professional and timely response
- Perform planning, primarily regarding individual workload, in order to meet deadlines and business objectives
- Install Cisco Routers/Switches on Communication Racks then work with Dynonobel Network Team or local service provider to configure device.
- Create, enable, disable, unlock domain accounts in Active Directory
- Unlock SAP Accounts and notify end user when their account has expired
- Configure laptops/desktops running Windows XP, 7, 8.1, 10 and Vista
- O365 Admin for Dyno Nobel/ IPL endusers
- Familiar with Dameware, PCAnywhere, RDP, Webex, Team viewer and Bomgar
- Order toners for Ricoh networked copy machines
- Excellent documentation skills
- Reliable and experienced in working with small/large scale teams
- ITIL Certification
- Utilize Software Center and SCCM to push software
Helpdesk Analyst - HARRIS
(2009-04 - 2009-12)
Helpdesk Analyst for international communications and information technology company, assisting 16,000 internal employees.
- Provide first level technical support for software, hardware, and connectivity issues to all employees.
- Utilize Active Directory, unlock/reset domain password (Windows NT accounts), create distribution listing and alpha pagers.
- Maintain knowledge of XP PRO OS; MS Office applications (outlook, Exchange, Internet Explorer, PeopleSoft and Harris developed applications).
- Configure users profile Exchange (outlook); assist with features, adding .psts, .pabs, calendars, group mailboxes.
- Deliver technical and non technical support to end users, delivering great customer service.
- Document incidents in Remedy 7, which includes, opening, updating, and closing tickets
Desktop Support - NASA/EMCO
(2007-08 - 2009-04)
- Performs technical tasking: maintenance, analysis, and repairing computer hardware systems and peripheral equipment.
- Solves PC software configuration problems and install entire software load (XP image) or individual software product (acrobat professional/reader, keyboard/mouse and video software).
- Troubleshoot network issues: configure I.P, DNS, WINS and wireless; installs wireless software (profiles) and VPN, enabling user to access the domain or internet when off site.
- Configure users profile on NOMAD server (outlook/exchange); assist with features, adding .psts, .pabs, calendars, group mailboxes, distribution boxes and connectivity issues.
- Assist users with Microsoft (MS) Office applications (word, excel, access, power point and outlook) also aid in Internet Explorer problems. Install hotfixes for known problems with MS Office or I.E; remove toolbars and disable popup blocker in I.E.
- Document user's problem with Remedy, including opening, updating, statusing and closing tickets; communicate with the user from start to finish until ticket is closed.
- Assist with cataloguing, delivery/install new PCs, monitors, scanners, and printers.
- Efficient with Timbutu, remote assistance, remote desktop connection and go to assist
- Wipe and reactivate blackberry and cellphone; coordinate with local AT&T company with setting up voicemail or user profile.
- MCP (XP) as of April 17, 2008.
