Desktop Support Specialist II - RAIS USA Inc.
(2023-04)
- User and group management via Intune.
- Use of Azure for creating virtual desktops.
- Ensure the proper functioning of all PC/Mac laptops and Surface devices.
- Provide support for a wide range of technologies, including RingCentral, Microsoft Teams, Surface devices, printers, and mobile terminals, and perform telephone troubleshooting and remote diagnostics for over 200 devices.
- Provide practical training and guidance to new employees on company systems, tools, and equipment; developed step-by-step troubleshooting documentation.
- Focus on creating, updating and removing user accounts for a large scale-operation in AD/M365.
- Speak to customers over the phone to provide step-by-step instructions for troubleshooting tech issues.
- Deliver Tier I and Tier II support, addressing both common and escalated technical issues for 500+ remotely.
IT Technician - Shift Communications
(2019-11 - 2023-09)
- Ensured the functionality of all the PC/MAC desktops.
- Managed, created and configured SharePoint sites.
- Managed, created users and groups using Active Directory / Manage Engine.
- Set up computer hardware across three offices in the company.
- Installed, support and managed Cisco IP phone, Zoom, Webex and MS Teams.
- Managed permissions to view, share, and modify sub-folders and folders in Microsoft Exchange.
- Performed 20+ successful hardware and software repairs per week.
- Installed 120+ new PC workstations and laptops with Windows 10 and MS Office 0365. Achieved zero downtime through cloud data redundancy during changeover.
Desktop Support Specialist - Oxfam America
(2016-02 - 2019-11)
- Managed and support Webinars, Webex and Zoom, Cisco meetings.
- Used Active Directory to create, manage users and groups.
- Oversee with local tape backups/restores
- Set up computer hardware across five offices in the company.
- Used SCCM to manage, deploy and secure operating system images.
- Managed PC/Network Inventory and Loaners
- Installed a new software management program that facilitated workplace operations
- Met with directors to discuss budgets for new technology in the office, including computer monitors, software systems, tablets and cellphones
- Worked with cisco and 8x8 technicians to upgrade the telecoms system from cisco to 8x8.
- Managed and configured VoIP and softphone.
Various Technology & IT Contracted Positions - Robert Half International
(2014-04 - 2015-09)
Served in various Technology & IT Contracted positions providing customer support, systems troubleshooting.
- Help Desk Support, Harvard Medical School – Longwood, MA
- Junior Network Administrator, Mass Medical Society – Waltham, MA
- IS Support II, Covidien – Bedford, MA
- Help Desk Technician, Infosys Limited – Quincy, MA
Wireless Sales Consultant - Diamond Wireless
(2013-08 - 2014-04)
- Enabled mobile phones, prepared reports, took inventory and handled customer complaints.
- Forested a friendly service, oriented relationship with customers to achieve top quality customer service.
- Presented the products of the company to the customers.
- Understood customers' needs and helped them discover how our products met those needs.
- Educated and engaged customers through product demonstrations.
