My qualifications
• Manage PC device identities in Azure portal
• Troubleshoot and fix systems in Microsoft Azure, Microsoft Azure AD, Microsoft Intune/Endpoint, and Microsoft Autopilot.
• Ensure Remote Azure package installation and availability from Microsoft Company Portal
• Install packages using Microsoft Azure groups, Applications and server
• Ivanti ticketing system
• U
ninstall packages via the command line and Regedit
• Order replacement equipment
• Use TeamViewer Premium, Teams, and Microsoft Quick assist, to remotely assess, troubleshoot, and solve software and hardware problems.
• Use, troubleshoot, and install, Avaya One-x, Avaya Agent for Desktops, Avaya Workplace, Altitude, and InContact/MAX
• Provide support for agent’s BYOD devices, and company PC hardware and peripherals.
• Manage Microsoft Azure Active Directory groups and group memberships
• Manage Microsoft Azure Active Directory applications
• Manage Microsoft Azure, Intune and Autopilot Devices
• Recover disk data using Bitlocker, Local wipe, and remote wipe.
• Azure AD Multi-Factor Authentication using Microsoft Authenticator App
VDI Administrator/IT Cloud Systems Specialist and Documentation Specialist for Work@Home
Sitel Work@Home Cloud Support, / Jun 2012 – Nov 2022
Systems:
• Build and archive master images in VDI using Windows server 2016 and 2019.
• Build AWS Appstream Stacks and Fleets, and allocate resources according to the need of specific user groups.
• Maintaining correct number of Appstream instances through scaling so the amount does not exceed need, saving company and client resources.
• Use master consoles for AWS, Citrix, Dizzion, iGel, ThinScale- Secure Remote Worker/Thinkiosk, Citrix, and iGel, Dizzion and others to control the performance of and maintain access to network systems and end user experiences.
• Make changes to the current user environment, editing running images using AWS master workspaces, and Dizzion master images.
• Installing and configuring software on virtual desktops as required by client specifications, PCI requirements and in keeping with company policies.
• Ensure workspaces are available and in healthy status using PS scripts to replace broken dlls. This includes the use of the AWS console to rebuild or remove and re-create workspaces as needed.
• Use PS scripts with Cloudwatch, Microsoft AD, and Cloudtrail for workspace status reports.
• Remote tier III assistance helping solve problems not usually covered by lower tiers. Conferring with tier I, and tier II analysts, and end users, about how to solve their existing system problems.
• Make use of Any Desk, Quick Assist, Teamviewer, VNC, and other software to take control of user interfaces in workspaces and personal desktops to expediently solve problems and fix errors.
• Get and use logs, historical data, and reports, to help analyze and fix critical system issues.
• On ‘Major Outage Board (MOB) calls’, remotely diagnose, troubleshoot cloud based AWS issues. Often recommending replacement of defective devices when necessary, and diagnosing end user connectivity problems as they occur.
• Use ITSMC ticketing/problem/change management systems to solve problems in all areas of cloud computing systems update, and maintenance.
• In routine meetings remotely meet with colleagues, supervisors, Operations and IT peers and managers to resolve and recommend changes to improve systems and end user configurations, and experiences.
• Analyze equipment performance records using admin consoles to determine the need for repair or replacement of current end user equipment
• Add and maintain users, OUs, and Security Groups in Microsoft AD.
• Recommend changes to remote user system requirements as necessary to ensure continued success for clients and ensure end user productivity.
• HTTP, CSS, BS, PS, Bash, Ruby
• Windows, Linux OS, Mac OS, Chrome OS
Technical Writing:
• Responsible as primary IT document author and document database storage in Max Connect, and Sharepoint for work@home platform.
• The documentation includes computer hardware, systems software, windows and platform solutions, including VDI, VMs, Microsoft Azure, Citrix, Secure Remote Worker, ThinKiosk, AWS Workspaces, AWS Appstream environments for end users, other IT departments, IT Tier I and Tier II, IT Engineering, and Operations managers and supervisors. Details include diagrams, pictures, and videos
• Document types Microsoft, Open Document, PDFs and more.
• Keep all documents up to date noting recent changes, and when necessary deprecating, and archiving obsolete work@home IT documentation.
• Creating and maintaining engineering flowcharts and diagrams.
• Maintain documentation database using Max Connect Documentation Database
Site IT
Sitel Corporation, Bartlesville, OK / Jun 2008 – May 2011
• Manage system backups, ensure hardware security, and user help systems such as setting up kiosk environments for HR and Kronos.
• Maintain an inventory of parts for emergency repairs.
• Consult with users, management, vendors, and outside technicians to assess computing needs and system requirements.
• Provide users with onsite technical support for computer problems.
• Provide onsite network technical support and perform routine maintenance to network components and equipment.
• Configure and maintain constant operation of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, routers and related networking equipment.
• Identify and repair networking problems, using diagnostic testing software and repair equipment and cables.
• Install and configure wireless networking equipment.
• Install new hardware or software systems or components, as needed ensuring integration with existing network systems.
• Perform routine maintenance and standard repairs to networking components and equipment.
• Test, repair and replace computer hardware using standard diagnostic testing equipment and procedures.
• Test repaired items to ensure proper operation. Slot Technician
Alison Novelties, Reno, NV / May 2006 – May 2008
• Test faulty equipment to diagnose malfunctions, using test equipment and reinstalling software, and applying knowledge of the functional operation of electronic units and systems.
• Inspect components of equipment for accurate assembly and installation or for defects, such as loose connections or frayed wires.
• Install repaired equipment in various settings, such as bars or casinos.
• Study schematics, manuals, and other specifications to determine proper installation procedures.
