IT Help Desk Call Center Representative
KPMG
Total years of experience :11 years, 3 Months
* Provide 100% daily phone support for all end users within the Firm for all components of IT infrastructure and Application Support. This will include guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software.
* Record problem systems and status information through the use of REMEDY.
* Troubleshoot workstation access, application software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization.
* Escalate or consult issues with 2nd level support and management when solution is unclear.
* Responsible for maintaining and managing over 2000+ nodes including 30 in house Server nodes and 40 remote nodes within the metro area of NJ, NY and CT.
* Administration of Web Servers, Application Servers, Log files management, Backup and Recovery.
* Ability to work in high stress, high call volume environment Record problem systems and status information through the use of REMEDY.
* Provide Daily Phone Support for guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software.
* Integration of Web, application and database Servers, such as Altiris.
* Hands on experience on VMWare Server installation & management
* Remote Desktop Support for all clients requesting Software configuration and installation Support, automate installations via Altiris.
* Assemble / Disassemble workstations and laptops
* Monitor Remedy Ticketing System to ensure updates & ticket closures
* Monitor on campus clients to ensure quality assurance standards are met
* Installed, configured and managed IT infrastructure including Microsoft Windows Server, Active Directory, firewall and connectivity.
* Performed data collection/processing for Tumor Registry and other research based projects.
* File Server and WDS implementation of Windows 2008 R2
DNS server and VPN configurations, Print Server implementation, WAMP Server configurations and maintenance
* Lead & train others in completing IT related projects
* Maintain and service 1000+ computers across 3 campuses
* Train co-workers on IT related projects
* Lead others in completing IT related projects
* Remote desktop support to other campuses
* Train co-workers in Orientation and Remedy
* Assemble / Disassemble workstations and A+ course machines
* Assist students with various issues including password resets and viruses
* Assist students with networking issues
* Re-flash Operating Systems using Cisco Networking tools
* Service Faculty, Staff and Students with login issues using Active Directory
* Monitor Remedy Ticketing System to ensure updates & ticket closures