Tier 2 IT Helpdesk
Clifton Myers Enterprises - Dollar General USA
مجموع سنوات الخبرة :12 years, 9 أشهر
- Level 2 support for 24 thousand branches for Dollar General accross USA
- Deploying hundreds of next-gen Glory and NCR POS Self-Checkouts based
on Linux and Windows per week
- Diagnosing and troubleshooting technical issues; software, hardware
and network configuration
- Troubleshooting networking issues through Meraki Cisco cloud portal
- Working remotely through Citrix environment
- Preparing accurate and timely daily reports, documentations, and tickets
- Implemented a WDS server solution with all standard company software and drivers
pre-installed, which reduced new laptops and desktops deployment time by 80%
- Configured Fortigate Firewall and FortiAnalyzer to strengthen and monitor
internal security, as well as control employee access on the surface web
- Implemented a WSUS server solution to facilitate windows machines updates
on the network, which reduced bandwidth congestion and internet usage by 90%
- Served as sys admin for over 500 PCs, 55 Windows virtual servers,
our multimillion-dollar datacenter and our Office 365 cloud domains
- Served as L2 helpdesk support by handling an average of 10 to 15 tickets per day
- Managed various Office 365 functions such as users, groups, mailboxes, spam filters,
mail rules and others
- Configured and managed Cisco & Avaya phones, Cisco Wireless controller, CUCM,
Citrix receiver app, Vcenter
- Optimized our network infrastructure and security by deploying a central server,
threat prevention applications and sandboxing
- Handled customers’ laptop repairs, software & hardware
- Expanded the portfolio of our customers by 150% through emails, social media and
Whatsapp
- Recruited, trained and managed a team of 5 employees to deliver the best and
fastest possible service, therefore targeting a common weakness amongst competitors
- Implemented new processes to deal with workflow and maximize productivity
especially during peak times
- Introduced competitive pricing strategies from 25 up to 50% below market average
to attract potential customers and turn in customers from our competitors
• Worked thoroughly on Fortigate Firewall to strengthen internal security and control employee access on the surface web; more specifically on application control, web filtering, SSL/SSH protocols, and IPv4 Policies.
• Implemented and monitored ServersCheck features on all the holding’s servers such as Windows Health and ping in order for us to have real time measurements of servers’ performance, as well as get notified in case of failures or hiccups.
• Maintained and fixed printers and helpdesk tickets throughout my training period.
• Developed and managed strong consultative relationships with clients and candidates.
• Conducted phone screening, shortlisting, and interviewing of candidates of diverse seniority and writing detailed competency based assessments.
• Developed specific job descriptions according to client’s needs.
• Reported daily progress to the head of recruitment as per ISO standards
• Performed induction, orientation, and employment offers of new employees in accordance with Le Royal Hotels guidelines.
• Assisted the H.R. Supervisor & Director in screening and interviewing of applicants.
• Maintained positive employee relation with confidentiality.
• Supported the Hotel’s decisions with trustworthiness, objectivity and secrecy.
• Assisted the H.R. Manager in screening and interviewing applicants and conducted reference checks for newcomers.
• Performed induction and orientation in accordance with Rotana guidelines.
• Initiated and processed employment requisitions/terminations; developed and edited departmental job descriptions, vacancy announcements, and position advertisements.
• Performed monthly HR report, monthly payroll, staff attendance, and other statistical reports.
• Resolved conflicts and issues that aroused between junior lifeguards, personnel and residents.
• Supervised over junior lifeguards’ training and work performance.
• Maintained pool order, and enforced pool rules and regulations.
• Completed a 5-week introductory online Python programming course based on material from the first half of Stanford’s introductory programming course, CS106A. • Offered by Stanford during COVID-19 pandemic, with 10,000 global students and 900 volunteer teachers participating from around the world. • Final Project link: https://www.youtube.com/watch?v=Wekfpjv6EWM
– Class of 2012
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