Update and document external client issuesPerform analysis and determine client problems, and document these issuesProvide solutions for network and system related issues, and to provide detailed documentation along with itPerform a cause analysis either on-site or at a client location.Assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, internet connectivity and the installation of hardware and softwareAssist customers for the purpose of improving processes related to system issuesMaintain error logs in coordination with IT departments, and to maintain resolution reports, tooTo offer recommendations — based on various metrics — on how to improve the support process in its entiretyManage Detroit and Sacramento office technical support, operations, and lease requirements.Administration of Microsoft365 services, Hybrid Azure Active Directory, Intune for security and deployment

Provide technical support for hardware, software and applications supported by the District. District technologies include laptops, desktops and tablets in a Windows 10 environment, MS Office 365 tools (Word, Excel, SharePoint, PowerPoint, etc.), PeopleSoft, PowerSchool, Frontline, and others. Troubleshoot, diagnose, mitigate, and resolve issues based on best practices and district policies and procedures. Communicate technical information to staff, students and family members.

Managing the day to day activities of the process, including establishing priorities and work assignments Tracking compliance to policies and procedures and resolving / escalating any compliance issues Facilitates Configuration Management audits Reviews critical incident outage resolution results and responses and dispositions of failed changes due to CMS related issues Facilitates communication and engages business and IT management to encourage configuration management efforts and value proposition Engages with strategic projects to ensure Configuration Management can deliver required CMS functionality within project timeframes Reviews and approves all changes to the CMS infrastructure where applicable Reviews and approves significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed Mentors the organization on Configuration Management services, concepts, policies and procedures Chairs the Configuration Control Board (CCB) and enacts changes as directed Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the CMSReviews and approves all requests for administrator log on credentials / access rights to the CMS infrastructureReviews and publishes configuration management reportingResolve or Escalate Incidents to enable timely service restorationPerform priority assessment of incidents, work and assign according to priorityApply root cause analysis to solve for problems related to single or multiple incidentsManage weekly and monthly Incident and Problem review meetings and provide data metrics to LeadershipMaintain a knowledge base for quick resolutionCreate, analyze, and report on metrics to measure SLA’s and KPI’s

Provide level 2 end user, systems, software and network supportCoordinate other technical support resources to facilitate incident resolution and communications.Document and communicate all incidents according to their priority levels.Provided post-incident and problem follow ups.Coordinate weekly open problem and incident meetings to gather data and close tickets with accurate data.Facilitate the negotiation of service performance criteria resulting in measurement of SLA's and KPI’sEstablish and Maintain a knowledge base for shared issue resolution

Provide level 2 end user, systems, software and network supportDesign, update and maintain the Configuration Management Data Base (CMDB), ensuring that data quality and accuracy is of the highest standardProviding support and justification of Configuration Management principles, processes and proceduresVerification and audit of Configuration Items (CIs)Production and delivery of reports – Customer, Status accounting, Trend analysis, ad-hoc.Attendance of CABs (CCB) and validation of work plansProgressing requests via the central service management tool, ensuring that SLAs and OLAs are consistently achievedCreation and maintenance of baselinesCreation and maintenance of documentation related to the Configuration Management processImplementing appropriate housekeeping and archiving activities for CM controlled data areasPerforming ad-hoc Configuration Management requestsEffective integration and interaction with other Service Support process areasAlignment to all Corporate Policies

Provide Level 1 and 2 support for all project computer systems issues In-depth knowledge of operating systems, relational databases and network infrastructures as it relates to field support / systems related technical expertise. Lead or participate in installation projects that typically impact several major product lines or customers.Lead or participate in multiple projects to plan, test and install the equipment, network systems and software.Interact directly with Customer, End Users, Casino Services and the Global Support Center to ensure customer satisfaction during the installation, go live and on-going service during contract periods.Technical customer contact for IGT product related issues and will maintain an onsite presence to resolve issues and investigations that occur during or after a project.Carry out activities related to new installations, maintenance and upgrades of IGT Gaming Systems software applications.Conduct and lead technical analyses to plan, test and install the equipment, network systems and software.Troubleshoot and solve field problems with installation / maintenance / upgrades in resourceful and effective ways.Lead the definition of or defines the specifications for required computer and communications equipment for the installation of gaming platforms / systems / applications.Provide input to the development of field installation standards. Work is subject to regular supervisory oversight at defined project / task milestones.

Provide Level 1 and Level 2 Help Desk SupportInstallation and Administration of all IT systems to include backup, updates, reporting in a mixed Windows Server, Linux Server and AIX server environmentNetwork Administration of redundant Extreme networks switches and routersWifi AdministrationCasino Gaming Systems support

Led classroom instruction in basic computer keyboard and Internet usage.Instructed students in design application and computer-aided drafting fundamentals.Assigned real-world computer constraint projects to individual students.Promoted trial-and-error approach to student computer problem-solving.Promoted student knowledge in connecting science math and technological principles to everyday life.Provided student progress feedback on a regular basis.

Manage the design and install Key systems, digital PBX and VOIP integrated telephone systems in various business, government offices and schools Program system and call routing features Training of telephone system use and administration features

COMSEC and INFOSEC material custodian in accordance with appropriate regulations and orders Supervise the operation of the COMSEC and INFOSEC SOP Communications Operational AdministratorTactical Wired and Wireless Planning and Management