Winston Minge

Providing Tier 2 support for Bird Constructions Application Support team. Responsibilities include identifying the root cause of issues and resolving them quickly through analysis and troubleshooting, creating and following existing standards and processes, maintaining strict confidentiality regarding sensitive information, providing guidance to Application Administrator, test/validate implementation of performance and resource optimization changes using change management processes.

Supporting Applications:

• Viewpoint ERP
• Microsoft Dynamics (CRM)
• SharePoint Online
• Microsoft Teams
• Microsoft OneDrive
• Spreadsheet Server
• InEight Estimating
• Workday
• E-compliance
• Procore
• Opus
• OnBase

Providing tier 2 support for Bird Constructions Application Support Team. Responsibilities include identifying the root cause of issues and resolving them quickly through analysis and troubleshooting, creating and following existing standards and processes, maintaining strict confidentiality regarding sensitive information, supporting Senior Application Services Administrator with maintaining development, test, and production environments, as well as deployment of scripts, jobs, views, stored procedures, and user-defined function/triggers.

Supporting Applications:

• Viewpoint ERP
• SharePoint Online
• Microsoft Teams
• Microsoft OneDrive
• E-compliance
• Procore

Leading the Client Services helpdesk team that is the first point of contact for Bird Constructions internal and external IT Clients. The team is responsible for taking end user calls, identifying, researching, and resolving IT problems for Bird Construction. Leadership and motivation were required to have the team continue to provide responsive, accurate and customer-focused IT support. At all times, the client services supervisor adheres to Bird Constructions core company values of; Safety, Teamwork, Integrity, People, Professionalism, and Stewardship.

Supporting Applications/Duties:

• Document, track, and monitor progress on issues assigned to team members
• Identify common and trending issues to implement solutions
• Ensure incidents are captures and categorized correctly
• Review and revise current SLAs and metrics
• Troubleshoot and resolve a variety of issues in real-time
• Utilize ManageEngine Service Desk Pl;us for Incident and procurement management
• Define and revise IT ServiceDesk processes
• Create and maintain IT ServiceDesk reports and dashboards
• Maintain libraries of computer images and software deployment packages
• Configure and deploy patches to OS and apps machines
• Support and manage IT purchasing
• Oversee IT Asset Management and decommission policies
• Build relationships between IT and the company
• Manage documentation of solutions in knowledge base
• Mentor Client Services Technicians
• Schedule rotation of On-Call services

Provided Tier 2 support for the Application Support Team, identifying and resolving issues through troubleshooting and analysis. Assisted the Senior Application Services Administrator with maintaining development, test, and production environments. Deployed scripts, jobs, views, stored procedures, and user-defined functions/triggers

Supporting Applications:

• Viewpoint ERP
• SharePoint 2010
• SharePoint 2013
• Skype for Business

Providing Tier 1 support for Bird Constructions Client Services Helpdesk Team. Responsibilities include resolving incidents in a timely manner, troubleshooting incidents in real time, creating knowledge base articles, and performing a variety of user administration tasks.

Supporting Applications/Duties:

• Creating User Objects through Active Directory (AD)
• Creating User mailboxes using Microsoft Exchange
• Machine reimaging and deployment
• Utilizing ManageEngine ServiceDesk Plus (MESD) for incident management
• Document and tracking IT Hardware and Software using MESD
• MS Office 365 support for various desktop applications
• Citrix support registered applications (OST. Timberline. Primavera P6)
• Provide support for various 3rd party applications

Providing Tier 1 support for Seccuris. Triage, and troubleshoot service desk Incidents for desktop, laptop, peripherals, network printers, security camera systems and environment paging systems. Assisting the Senior IT Support technician with maintenance, document management, Inventory management, and incident requests.

Supporting Applications/Duties:

• MS Office suite
• McAfee encryption solutions
• Utilize digital forensic systems for data investigation
• WSUS management
• Lab cleaning and maintenance
• Procurement management
• Blackberry Enterprise Server Management
• Active Directory (AD) management Microsoft Exchange Management Desktop/Laptop imaging