macson09

● Manage the daily operations of the help desk teams, ensuring timely and effective resolution of incidents and service requests. ● Develop ticketing templates in ManageEngine ServiceDesk Plus, improve ticket closure rate and increase user satisfaction scores. ● Responsible for problem, incident, change management and service requests ● Collaborated with Field support, cybersecurity and infrastructure teams to standardize incident response procedures, reducing downtime for the users. ● Use Cisco Finesse to answer technical support calls and manage a rotation queue ● Performs installation, configuration, maintenance, and upgrade software in a Windows environment as needed to cover staff absences or address high-priority tickets. ● Knowledge of Intune and Active Directory. Create, modify and manage accounts ● Provide leadership, coaching, and performance feedback to service desk staff, fostering a culture of high performance and excellent customer service ● Monitor ticket queues using Manage Engine, to ensure that requests are handled within the SLA. ● Document common issues and solutions to improve self-service IT resources ● Participate in Information Services management meetings as directed. ● Manage the 24/7 on-call schedul

As an Enterprise support specialist my duties consist of the following: ● Answer support calls and work on I.T related tickets ● Consist of meeting SLA and providing service in a timely manner ● Use Active Directory to create/modify users, manage groups and policies ● Image PCs, install Dell KACE for inventory and asset management ● Perform hardware related installs, maintenance and upgrades ● Manage Google suit for email and other google applications. ● Manage tablets and phones using simpleMDM ● Install Citrix and deploy citrix apps for home users ● Provide on call support ● Work with Diagnostic Imaging vendors for setting up radiology devices, installing programs and softwares. ● Training end users on hardware functionality and software programs ● Pass on any feedback by patients and staff members to the appropriate internal team

Desktop Administration, deliver desktop support in a Windows 7/10 environment *Install custom images on new computers and test functionality *Handle hardware configuration changes such as RAM, hard drive and PSU exchanges *Tag, track and document in-house and remote assets *Respond to second and third level technical support requests that come in via phone, e-mail and ticketing system and in person *Support, troubleshoot and maintain multi-function printers/scanners *Support department moves, adds and changes in and around the office *Support include Active Directory, iPhone/Android, Citrix apps, Microsoft Office suites and basic networking *Provide On-Call Support

*MSP environment, use a ticketing system called Connectwise. *WDS experience for imaging PCs. *Support Thin and thick client environments. *Work onsite/provide support remotely using tools such as Kaseya and Labtech *Performs device hardware and software installations and configurations. *Connect and operate on client’s Windows Servers, 2008 and 2012. *Modify, add, create, disable, and delete basic user accounts/ Exchange servers *Edit user’s permissions to specific folders / File Server. *Knowledge of Citrix receiver/ trouble Citrix profiles. *Setup Network Printers/Scanners using GPO. *Document tickets with detailed notes and resolutions.