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Work Background
Data Evolution, LLCManager of Remote Support Services
Dec. 2021
Data Evolution, LLCSupervisor of Remote Support Services
Jul. 2021 - Dec. 2021Woburn, Massachusetts, United States
Data Evolution, LLCSenior Remote Support Engineer
Feb. 2020 - Jul. 2021Woburn, Massachusetts, United States
Data Evolution, LLCRemote Support Engineer
Feb. 2017 - Feb. 2020Woburn, Massachusetts
Sea Change SystemsManaged Services Specialist
Jan. 2016 - Feb. 2017
Jessica's Brick OvenCustomer Service Representative
Jul. 2015 - Jan. 2016North Andover, Ma
Sea Change SystemsManaged Services Specialist
Aug. 2013 - Dec. 2014Peabody, MA• Monitoring systems for all clients and troubleshooting issues on network, server, software, firewall, server ports, and hardware issues and escalating to upper tiers when necessary. Also, monitoring drive space for servers and workstations, cleaning drives when space is low. Communicating with vendors for problem resolution. • Checking on Windows Update status for client servers and workstations, troubleshooting various update errors. • Responding to client calls via email or phone. Triaging requests to available technicians and field staff scheduling site visits. • Assisted with configuring settings for IP phones and fax lines. • Managing ticketing system, updates for Helpdesk tickets, new contacts and client information. Documentation of troubleshooting and resolution steps • Prepping workstations and laptops for deployment and installing programs or updates • Creating user accounts in Active Directory, Exchange, Office 365, NAS devices • Mobile device management, setting up accounts, training, and troubleshooting • Running security scans on infected machines. Following up on Symantec notifications and monitoring workstation health in Symantec portal. Troubleshooting issues with Symantec agent. Set exceptions for programs, and assisted with security risks. • Software support including installing, upgrading and troubleshooting issues with performance, such as databases or add-ons in QuickBooks.
Elder Services of the Merrimack Valley, Inc.IT Helpdesk Specialist
Feb. 2012 - Aug. 2013Lawrence, MA• Tier 1 Help Desk support by responding to front line user technical issues for both computer and phone software and hardware, assist with administrative support needs. Provide training to new hires and end users on all software, hardware and peripherals. Staff moves, adds, and changes of physical hardware, Exchange server accounts, and phone system programming. Setup and distribution of new computers and installation of programs. • Maintain inventory for technology and software licensing. Investigate and purchase software and hardware as needed, coordinate disposal/destruction of old equipment. Train existing employees on agency technologies including software, AV, and AVAYA phone system options. • Coordinate agency purchasing including: Research, cost analysis, Purchase order system, and purchasing for Agency needs. Research and implement special purchasing requests such as special equipment or travel arrangements for management staff. Maintain inventory and order as necessary. Assist maintaining policies, manage contracts, acquisition and support, and keep up vendor relations.
Elder Services of the Merrimack Valley, Inc.IT Helpdesk Assistant / Administrative Assistant
Feb. 2009 - Feb. 2012Lawrence, MA• Tier I Tech support for Agency IT Helpdesk. Answer IT support calls, respond and fix, and triage when necessary. Assist IT with setup and distribution of new computers and installation of programs, and conduct new hire trainings • Reception duties such as answering multi-line phones, directing calls to appropriate staff and routing answering service emails, greeting visitors and distributing visitor badges, booking conference rooms, accepting and distribution of deliveries. • Special projects such as data collection and analysis for surveys, videotaping presentations, scanning Agency photos, PowerPoint presentations, coverage for maintenance duties. Assist with mailings and EXCEL data entry. Arrange program packets for various departments, handle correspondence, bulk mailings. • Processing of purchase request forms and assist in ordering requests • Ordering and replenishing of office stock
Prescott House Nursing HomeRecreation Assistant
Jan. 2006 - Jan. 2012North Andover, MA• Working with long-term Alzheimer’s patients, assisting patients with sit to stand mobility, conducting activities with residents, assisting residents with mealtimes and dietary needs, and filing of each resident’s daily activities. • Switchboard/Reception duties including: answering and directing calls to appropriate staff and bookkeeping.
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