Ginger Moss

Desktop Support Analyst at Homeserve USA (Desktop and Executive Support) in ITIL environment

Ginger Moss experienced IT technician and Microsoft Certified Professional MCP, who specialized in Knowledge Base, Workflow, and Kanban in ITL and Agile Environments. I enhance process improvement and Desktop operations procedures. I treat users like the valued professionals they are and I understand their business needs and deadlines. 

I help end users achieve maximum productivity by providing World Class Desktop and Executive Technical Support for end user devices including iOS mobile devices. I partner with first and third level support to provide the fastest mean time to resolution possible resulting in users and systems returning to productivity sooner.

• Desktop Support Analyst – Homeserve USA
• Operations Support Specialist, Operations Tech Analyst II – Unum.
• Tier II Support Services – EPB
• MIS Support Services PC Technician II – Propex (Formerly SI Corporation)

“Ginger is values driven and provides great IT support. Ginger, I want to thank you for your patience and support this week, while troubleshooting and resolving my NL correspondence tool issue. While it involved having to rebuild my profile, you stayed with me and ensured that all of my personal settings were back the way it was before. This was only possible because you took the time to back up my files before the rebuild. ” — Unum’s Joy Coley

“Ginger provides World Class Customer Service. So Very Helpful. Ginger, thank you for your energy and appropriate sense of urgency in establishing my service request ticket. You made me feel like I was your most important customer – taking all the information, asking clarifying questions, checking on next steps and then communicating what I could expect. You were professional, personable and spot on for meeting my needs. “ — Unum’s Betty Caton

Contact me to see which of my skills and specialties are a match for your in-house technical support department. Reach out to me directly here on my personal page by clicking ‘Let’s Chat’ or visit me on LinkedIn at https://www.linkedin.com/in/gingermoss/

Happiness is not something ready made. It comes from your own actions.

CURRENT POSITION

Homeserve USA

Desktop Support Analyst
Aug 2018 – Present

My mission as a Desktop Support technician is to provide skilled level two support to end users. My customers are as follows: any of our nearly 1200 end users, the level one Service Desk, and numerous other IT Organizations with whom we partner. Working with local and remote employees to quickly provide high quality solutions to IT problems.

Duties include imaging and deploying PCs. Hardware, software, virtual machine and mobile device troubleshooting. PC upgrades and troubleshooting. We are an ITIL shop that has implemented Kanban. Collaboration among teams and taking responsibility is a key focus for me.

Key tools:
• BMC for inventory and remote control
• MaaS360 for MDM mobile device support
• Citrix Director Admin Console for creating, maintaining, troubleshooting and deleting VDI/VMs
• Active Directory for user ID and computer AD account creation

• 365Command for Microsoft Office 365 administration and management

• Cisco Unity Connection Administration for VoIP softphone and extension creation

• TeamViewer when BMC remote control isn’t available, such as a disconnected laptop

• Extensive procedural and how-to documentation on a SharePoint website

• RemedyForce ticketing system by Salesforce

• Cisco and Microsoft Teams Conference Room Support

Platforms:
• Hardware – Dell and HP Laptops, Apple iPhones, Microsoft Surface Pro Tablets
• Office Suites supported – Office 365

“Ginger is adaptable. Ginger was the only floor support today and was buzzing around non stop. She was super helpful and kept a smile on her face the entire time. We had a LOT of new hires and support here so I am sure she had no breaks. Thank you Ginger for helping us stay connected and able to be efficient!”–Homeserve’s Melanie McConnell

Experience

Unum

Operations Support Analyst II- Enterprise DeskSide Support II

Feb 2011  Aug 2018

My customers are as follows: any of our nearly 12,000 end users, the level one Service Desk, and numerous other IT Organizations with whom we partner.

Duties include imaging and deploying PCs. Hardware, software and mobile device troubleshooting. Virtual Machine recomposing. PC upgrades and troubleshooting. Asset Management. We are an ITIL shop that has implemented AGILE and Kanban. Collaboration among teams and taking responsibility is a key focus for me. Our titles changed in the transition to Agile.

Key tools:
• SCCM2012 for inventory and remote control
• AirWatch for mobile device support
• VMWare Horizon View Admin Console for creating, maintaining, troubleshooting and deleting VDI/VMs
• Quest ActiveRoles Sever for user ID and computer AD account maintenance
• Bomgar for remote control needs where SCCM isn’t available, such as a disconnected laptop
• HP Asset Manager for assisting the Asset Management team in tracking fixed assets and licenses
• Extensive procedural and how-to documentation on a SharePoint website
• ServiceNow ticketing system

Platforms:
• Hardware – Dell Desktops and Laptops, Apple MACs, iPhones, and Surface Pro Tablets
• Office Suites supported – Office 365, Office 2013 and Office 2007

“Ginger delivers results. Thanks so much for your help in re-imaging my old hard drive to a new one with a short turnaround time, while providing updates! This was pertinent in being able to continue my work while the issue was being resolved. Also, thank you for replacing my laptop charging cord that had exposed wires the very same day.” — Unum’s Connie Tsai

 

“Ginger is values driven and provides great IT support. Ginger, I want to thank you for your patience and support this week, while troubleshooting and resolving my NL correspondence tool issue. While it involved having to rebuild my profile, you stayed with me and ensured that all of my personal settings were back the way it was before. This was only possible because you took the time to back up my files before the rebuild. ” — Unum’s Joy Coley

“Ginger provides World Class Customer Service. So Very Helpful. Ginger, thank you for your energy and appropriate sense of urgency in establishing my service request ticket. You made me feel like I was your most important customer – taking all the information, asking clarifying questions, checking on next steps and then communicating what I could expect. You were professional, personable and spot on for meeting my needs. “ — Unum’s Betty Caton

LET’S CHAT

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