Gilmer B.

Experience

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  Broward College

  Nov 2011 - Aug 2015

  Customer Service Lead

  • Examines the efficiency, revenue cycles, and structure of the organization, while offering innovative solutions in areas that require improvement. • Responsible for academic student services area directly related to financial aid and higher education. • Successfully motivated team to meet monthly goals in call center technology and terminology.

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  University of Florida

  Nov 2016 - Jul 2017

  Data Entry Specialist

  • Cross-referenced multiple databases to validate and document information• Mapped similar items from multiple vendors to give the customer visibility to similar products.• Maintained product information and ran scheduled automated updates on a custom software.• Performed data cleansing exercises and documented errors and solutions.• Maintained and updated client information for better product mapping, analyzing demand patterns and measuring financial performance.

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  GMMI Inc.

  Sept 2017 - Sept 2019

  Technical Support Specialist

  • Install and evaluate system potential by testing compatibility of new programs with existing programs. • Intermediate repairs and troubleshooting hardware computer equipment at site. • Provided support at all facilities including training room, departmental offices, mail-rooms, Blue Jeans videoconferencing rooms and all locations on site. • Add new employees into Active directory, Microsoft Azure and AxtraxNG client servers to ensure security and equality control. • Provide thorough support and problem resolution for users during and after business hours. • Maintain updated knowledge of company products and services to better provide customer support and service solutions. • 24-hour technical support on call to answer any hardware, software troubleshooting. Show less

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  The World

  Oct 2019 - Jun 2020

  Junior IT System Administrator

  • Manages the on-boarding process, ensuring that mobile phones and laptops/desk tops are ready on time. • Execute day-to-day support across local infrastructure. • Ensure all desktop/infrastructure issues are effectively supported. • Execute the implementation and support for software and hardware standards for desktop and infrastructure as well as network infrastructure. • Maintain and administer computer networks and related computing environments, including computer hardware, system software, applications software, and all configurations. • Provide for the installation, maintenance and support of all hardware and software for workstations, laptops, printers and copiers. • Provide research and potential solutions for IT issues, and support for software and hardware user issues. • Diagnose hardware and software problems, and replace defective components. • Train office employees in computer system use. • Analyze equipment performance records in order to determine the need for repair or replacement. • Supports IT Director and Systems Manager with application and infrastructure support as needed. Show less

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  Cross Catholic Outreach

  Jun 2020 - now

  Technical Support Engineer

  • Diagnose, troubleshoot, and resolve PC hardware, networking, and software issues.• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support for external and internal employees. • Standardize Microsoft PC imaging and new user setup processes.• Manage Office 2016 environment to include user management, licensing, and end user device configuration.• Responsible for creating users and groups in Active Directory.• Good understating of Window Server environments (2008 R2, 2012 and 2016).• Provides technical support for Mobile phones, Laptops, VPNs, and Application synchronization.• Maintain hardware and software inventory.• Administer the creation and deletion of user accounts as needed among the varying systems.• Prioritize multiple tasks and escalate issues as needed.• Hands on experience supporting over 200 users locally and multiple remote locations.• Must document all work performed into the help-desk ticketing system.• Responsible for resolving all Tier 1 and Tier 2 Help-desk. Show less