erik mansingh

* Providing mail application support for Microsoft Office and Lotus notes * Adopting to policies and procedures of ITIL standards * Performing troubleshooting for all Hardware and software for PCS, Laptops, Printers, PDA's * Networking computer systems through TCP/IP Troubleshooting, DNS * Supporting platforms Windows XP to Windows Vista * Managing user accounts and computers from Active Directory Console * Creating incidents and escalation of tickets via Impact/ Tivoli Ticketing Tool * Remotely supporting clients through Everdream and Ayudame system

* Dismantled IBM Servers and Racks and moved them to new location and then set them-up again * Provide 1st Level Help Desk Support which included Active Directory, Windows Vista/7, Microsoft Office 2007 and Microsoft Exchange 2007 and Blackberry Enterprise Support * Set-up wireless networks * Ensure Windows Server was updated * Performed work-station set-up which included taking apart cables, take computer to next station, set the cables back up and ensure station is running as it was before.

* Responding to all inbound and outbound calls and web tickets within a set timeframe * Accurately logging all information regarding end user incidents or requests in Remedy * Providing application and Technical Support via phone/ and or email in accordance to SLA’s * Following up with end user to ensure satisfactory resolution of aged incidents or requests * Maintaining above average resolution rate on initial calls * Supporting Microsoft Office suite versions 2000 through Microsoft Office 365 2013 * Blackberry, iPhone, and Android support * Responding to network, server and communication incidents * Arranging Technician Dispatch and validating warranty in conjunction with UPS * Managing and maintaining client specific Knowledge Databases * Educating End-User staff and new hires with process and application training

* Installed new motherboards, maintained cooling systems of CPUs, assigned new hard drives for disk allocation , installed video cards and set up dual display, changed LCD laptop screens * Provided 1st Level help desk support for hardware and software updates including Windows updates * Performed server backups and imaging using Symantec * Worked with Windows XP, Vista, 7, Hyper v and active directory * Used Hyper-V to virtualize and protect the server in the event that it went down

* Provide primary point of contact for incoming customer service requests. Provide customer service excellence by prioritizing issues appropriately, responding and resolving in a timely manner. * Provide user administration support in Active Directory, Exchange and BlackBerry Enterprise Server * Provide support of the installation and testing of computer systems, desktop applications (including MS Office), printers and other peripherals (including smartphone handheld devices) and assist with the maintenance of servers and other associated systems. * Create and maintain documentation related to systems configuration, connectivity, etc., as well as administrative end-user processes and procedures. * Sundry duties as assigned

Platforms: Windows 2008/2003 Server, Windows XP/Vista/ Windows 7/ Windows 8, Active Directory, SQL Server, Microsoft Exchange, VMware Networking: Group Policies, LANs, TCP /IP Applications: MS Office Suite 2003-2013, Lotus Notes, Server Manager, DCPROMO Hardware: RAM, NICs, HDDs, CPUs CERTIFICATIONS Comp TIA A+ Hardware Certified Technician Comp TIA A+ Operating Systems Certified Technician