No More Bullhockey
Wednesday, September 23, 2015
Being a Help Desk Support Analyst at Earthlink
Worked @ EarthLink for 90 days!
EarthLink Corp was a great corporation to work for, even though I only had 90 day contract to work with them. I really liked the people and the environment. They seemed to have the same values as I do. They even have the same mission as my personal mission in everything I do in LIFE...
Mission Statement - "Build and manage networks and technology services to our customers needs!"
Integrity - We are honest and act with integrity and we live up to the commitments we make at all times, and treat company resource like they are our own.
Courage - We have the courage to be the best and hold ourselves accountable for results. We make commitments with thought and care, and constantly ask "Is there a better way?"
Energy - We work with energy. we play hard, celebrate wins and take pride in a job well done.
Impact - We act with a sense of urgency to deliver products and services that have a real impact on our customer's businesses and lives.
Unity & Respect - We display unity. We treat each other with respect, reward on shared success, and never forget that all of us are smarter than any one of us.
·
Communicate with
M&T Bank employees and contractors to diagnose any new or arising technical
issues and answer any technical questions that they might have
·
Maintain and manage all of the M&T Bank information systems
including: laptop, desktop, and virtual PC’s
·
Assisted with the Windows 7 migration and answered many questions about
the Windows 7 platform that the end user might have. Example - How do you do a
print screen on Windows 7 I use to just hit a button on Windows XP. I want to
print screen shots!
Answer: Go into start menu
and type snip, you will see the highlighted Snipping Tool – Then educated the
user on how to use the Snipping Tool…
·
Supported and Maintained the M&T Bank LAN / WAN networks. Trouble
shot any network infrastructure issues that occurred including:
1. Used Active Directory &
Citrix to assist the employees with LAN lockouts/resets
2.
Mapped shared and private network drives for M&T Bank contractors
and employees.
3. Managed Novell software for
users on much older platforms such as Windows XP. LAN lockouts/resets
4. Mapped network drives,
wireless printers, & Novell printers.
5. Supported Technical issues
for M&T Bank branch systems including servers and end user PC’s
6. Provided technical support
to all M&T Bank employees and contractors alike supporting all information
systems and platforms.
·
PC Help Desk Analyst - Providing technical support to all M&T
contractors and employees alike supporting all M&T information systems on
all platforms. Daily Job responsibilities included:
1. Remote into end users’ desktop,
laptop, or Virtual PC and Analyze the technical problem identifying the
technical issue and provide either a resolution or make a service ticket to be
escalated so that the problem can be resolved.
2. Assist M&T Employees
with their RSA (Hard & Soft) Tokens, internet browser trouble shooting,
help users establish a VPN tunnels to the M&T LAN,
3. Configure MS Programs such
as OneNote, Outlook for shared emails, folders, and calendars.
4. Assist users with their Citrix Desktops via
Active Directory lockouts/password resets & remote password changes.
5. Assisted end users with
Virtual PC problems, sometimes had to reboot VPC for user if the session timed
out. Sometimes the connections would get hung due to user leaving an open
connection at the house and then user tries to log into thin client at the
M&T Bank branch.
Answered any technological question that they
user might have and create a ticket within share point once problem was
resolved I would close my ticket. In some cases I would have to assign it to a different
department so that another department could diagnose the technical issue
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