Experience

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  Magna international

  Jul 2005 - Dec 2008

  Systems administrator

  - Administration and maintenance of plant networks and servers while supporting production lines for a "just in time delivery" automotive parts supplier - Maintained an average of less than 1% shift downtime for the JEEP F.E.M. production line - Installed Cisco switches, routers, and other networking components to aid in the expansion of the plant’s network- Planned the physical layout for interactive intranet web pages- Researched and updated data discrepancies in the production line SQL database কম দেখুন

• 

  Self empolyed

  Oct 2009 - Sept 2011

  Licensed master barber

  - Performed various types of hair cuts, and chemical services, including facial massages, coloring, and razor services - Maintained a clean and organized workstation while following all sanitation protocols and passing every health and safety audit- Assisted colleagues with clients to expedite service and ensure scheduled appointments were met- Personally handled customer issues and ensured their resolution to maintain customer satisfaction

• 

  Mercy

  Sept 2011 - Sept 2016

  Security identity and access management analyst

  - Security access administrator for multiple healthcare applications, including Invision, HPF, EPIC, and others.- Utilized ServiceNow to complete IT security requests as a member of the IAM team. - Managed domain access via Active Directory across all divisions of Mercy Health hospitals and clinics - Delegated multiple project tasks to employees in BMC Remedy OPAS, Service Now, and other IT request Systems- Simplified new employee training process by creating new and updating old training material. কম দেখুন

• 

  O-i

  Oct 2016 - Mar 2018

  Service desk analyst

  - Support business-critical systems such as SAP and ADP- Simplify new employee training process by creating and updating existing training material- Delegate administrative tasks to other functional groups- Manage and create technical knowledge articles within ServiceNow- Manage user accounts and company equipment using a combination of ServiceNow and Active Directory- Successfully resolve trouble tickets and user requests within 50% of SLA- Manage multiple projects assigned by management কম দেখুন

• 

  Continental structural plastics, a teijin group company

  Mar 2018 - Oct 2020

  Plant support/systems administrator

  - Assist the ITM team in implementing and managing a proprietary manufacturing execution system- Configure, deploy, and track desktops, laptops, printers, and other IT equipment- Setup, change, and terminate user active directory and Office 365 accounts- Manage multiple facility security badging system- Create daily status reports of the production floor users, equipment, and processes- Train office and production staff on the proper use of the manufacturing execution system

• 

  Detroit manufacturing systems llc

  Oct 2020 - Feb 2021

  It mes technician

  - Own, lead and maintain Manufacturing Floor IT infrastructure.- Install and configure hardware and software components to ensure usability.- Collaborate with the manufacturing production team to determine the cause of production issues.- Troubleshoot and repair hardware and software issues.- Record incidents and solutions inside the service management software- Upgrade the entire system to enable compatible software on all computers.- Install and upgrade end-user software to ensure security at the user level.- Provide support to users and serve as the first point of contact for error reporting.- Establish good relationships with all departments and colleagues.- Conduct daily backup operations.- Manage technical documentation. কম দেখুন

• 

  City of toledo

  Mar 2021 - Sept 2024

  - Direct and supervise all End User Support personnel, ensuring prompt and effective assistance to end users.- Manage the workflow for incident identification, prioritization, and resolution, including overseeing Service Desk operations.- Strategically plan and optimize the organization's service desk, adhering to industry best practices and maintaining high service quality.- Establish and enforce policies and procedures to maintain consistent service levels and expedite issue resolution.- Conduct capacity planning, process optimization, and performance analysis to enhance service delivery.- Provide hands-on support to end users for escalated issues, facilitating swift resolution.- Contribute to budget planning and development of project management strategies for the department.- Facilitate the purchasing process for IT equipment and software- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and time frames, ensuring alignment with organizational goals and customer expectations. কম দেখুন - Supervise, assign and review the technician's work on assigned help desk tickets.- Reprioritize work as necessary to meet organizational demands with minimum disruption while meeting established deadlines.- Provide tier 3 Support for the help desk and other necessary entities.- Coordinate, plan, and finalize software needed for new end-user support devices.- Manage the complete process of configuring and deploying PC by creating and updating OS images (Manage Engine), creating PC setup forms and emails, and providing follow-up to verify client satisfaction.- Entirely implemented the inventory software Asset Cloud by Wasp.- Software administrator for multiple applications, including Fresh Service, Manage Engine Desktop Central, and Asset Cloud by Wasp.- Assists with day-to-day stock inventory and purchase requisitions.- Continuous development of a library of stored documents in the help desk ticketing system.- Serves as liaison officer between the office and outside agencies.- Assists in resolving end-user support issues and escalates to appropriate tiered support based on requests.- Prepare a budget for the assigned area.- Uses tools to query AD and other databases based on the data requested.- Assists subordinate personnel in carrying out assigned work activities as required.- Train new technicians on all aspects of their position, including COT IT department's policies and procedures- Supervise and train yearly interns on all aspects of their position, including COT IT department's policies and procedures কম দেখুন

  • IT Manager

    Feb 2024 - Sept 2024

  • End-User Support Supervisor

    Oct 2021 - Jan 2024

  • End User Support Technician

    Mar 2021 - Oct 2021
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  Lucas county

  Sept 2024 - now

  Deputy director of it