Alphanso Wilson

Experience

• 

  Cablevision

  Jan 2008 - Mar 2012

  Advanced Service Representative

  Promoted to Advanced Service Representative. Cable equipment provisioning, email account and password setups/resets. Process check/credit/debit payments and adjustments, account upgrades/downgrades, restarts, and updates. Billing education and dispute resolution. Perform follow-ups for best customer experience. Participate in special product for select customer groups. Schedule truck-rolls, manage incoming calls and utilize internal application tools to meet customer needs while achieving QA specifications. Show less

• 

  Highstreet IT Solutions

  May 2012 - Jan 2015

  Network Operations Center Engineer

  Issue management and triage. Real-time SLA-driven arena. Cisco router staging, WAAS registration and device configuration. Break/Fix, troubleshooting network and server problems with field techs and on-call engineers. B2B Executive-level client-service delivery across all industries. Perform and monitor nightly maintenance of batch-jobs, virtual and data-center systems, inter-network devices and circuits. New-hire training and skill-development for NOC staff in Bangalore, India. Create user guides, manuals and other documents for in-house senior staff and new hire use. Show less

• 

  Ricoh USA, Inc.

  Feb 2015 - Apr 2016

  Network Operations Center Engineer

  • Incident and Client Request Management• Solar Winds Systems and Network Monitoring• MS Exchange, VMware Troubleshooting• Vendor/ISP support calls• Data Center Smart hands• Data Center Access Convoy

• 

  New York Community Bank (NYCB)

  Nov 2016 - Mar 2018

  Help Desk Analyst 2

  Provide efficient front-line client service support on a variety of issue. Make recommendations to implement and improve Help Desk processes. Collaborate on inter-departmental team projects and software-systems administration. Assist and mentor Level 1 staff with complex technical issues and SOP procedures. Incident management and change request expediter.

• 

  CHIPS Technology Group, An IT Solutions Company

  Mar 2018 - Aug 2020

  Systems Engineer

  • Managed Help Desk ticketing system using remote support tools, support, monitoring, and maintenance of software and hardware, upgrades and installations of peripheral devices• Provided software support and troubleshooting for NetSuite, Dynamics, ACH transactions, OLB websites, check scanning machines, DUO Security, etc.• Contained all user network identities and the software systems they access and privileges held for each software access• Developed company training manuals for technical processes involving setup, configuration and usage of various software applications and hardware, system, and network components that aid end users and other staff members• Worked directly with vendors to support for phone, e-mail, fax, print, and more. Citrix user and apps support. IT policy administration, drive mapping, portal access, FTP and other vendor configurations and support, etc.• Smartphone and network device configuration and administration (Meraki, iPhone, Android, SecureMail, Acer, etc.)Ensured adherence to both the IT Director and IT Manger enforcement of IT Policy and Procedures. Supervised a team of 2-3 systems engineers to maintain HIPPA compliance in all tasks• Supervised projects and actively participated in; 2020 Covid-19 work from home continuity plans, 2018 county-to-county headquarters relocation, 2019 companywide clinical implementation of Acer tablets for 200+ locations Show less

• 

  ATSG

  Jul 2021 - May 2023

  Enterprise Service Desk Analyst

  • Acquire and apply client systems and service knowledge to deliver the best experience and results for ATSG clients• Receive/log customer Incidents & Service Requests received by phone, email, or self-service• Manage special projects team performing all tasks related to completing project dispatches for Mattress Firm Store• Manage bridge calls and communications to complete scope of work for Mattress Firm Store projects. Review inventory, configurations, manage the on-site tech, provide status updates to all parties, etc.• Configure switches, assess points and other devices for dispatches• Diagnose and resolve problems related to the use of workstation hardware, software applications, peripheral devices, communication packages, host and LAN/WAN connectivity or other problems• Record incidents into the Cherwell ticketing system, respond to tickets with detailed documentation and route other tickets to leads when necessary• Attend and complete ongoing required training, meetings, and provide any useful insights to both client and ATSG Show less

• 

  NYU Langone Health

  Jun 2023 - now

  Tech II-Technology Mgt & Spt

  • Focused on resolving technical issues for medical staff at multiple work sites, and reducing technical impact to patient care. Provide timely and useful updates in order to keep end-users apprised of the status of their request. Demonstrate C-level customer service, and communicate technical terms, MCIT policies, and difficult messages to end users in a service-oriented fashion. • End User Device administration/configuration/support/troubleshooting. Implementing, installing, maintaining, and supporting of End User Infrastructure Support equipment, software, and connectivity. Addressing troubles for mobile, PCs, Windows, Apple, printers, LAN, AV, Video conferencing, and telephone devices.• Responsible to implement known solutions to software and hardware problems and perform basic layer-1 troubleshooting. Provide over-the-phone and on-site Tier 2 assistance to users: and escalate to Tier 3 when necessary. Perform diagnostic checks on desktop computers to maintain machine capabilities and security from threats. • Assisting with dept. creation and maintenance of written documentation on problem solutions, tool configurations, and end-user documentation. Track and log real-time incident resolution and service request tickets in Ivanti Service Manager/HEAT Ticketing system. Close tickets within established service levels. Be compliant with all responsibilities and company policies (HIPAA, PHI, etc.).• Project assistance and participation in implementing and planning small projects such as refreshes from desktop setups to AIO workstations. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. Show less