* Provides customers with remote guidance and expertise to resolve technical problems.* Tier 2 Engineer* Working with Azure, Microsoft Exchange, PowerSchool,Zen, Google Admin* Documents user information, triage steps and resolutions* SLA (Service Level Agreement) requirements for all assigned Incidents and Service Requests.* Assists Sys Admin and Security Group

Responsibilities include scanning tickets from Service now, prioritizing tasks. Keeping HIPAA up to date. Patching switches and completing tasks assigned. Educating Customers, reimaging devices with ascension standard programs. Completing rounding tasks and fixing any deficiencies if found.

Acted as the primary technical point of contact for Nice Cxone large Enterprise clients. Diagnose and resolve the break/fix problems raised by the clients. Responsible in organizing and leading multi-participant customer calls, including critical and difficult escalations with senior executive involvement. Function as a subject matter expert in one or more areas, at the same level as Level 3 Technical Support Engineers. Create and maintain documentation about the customer's environment, providing current architecture, design, and flow of our products in that environment. Work hand in hand with the TAM to assist in providing guidance and plans to customers on upcoming product features, maintenance and updates. Responsible in analyzing customer data such as case trends, traffic, design and configuration issues, and make solid recommendations for improvements.

Traveling various US States Providing live, in-person support services with Epic in a fast paced and highly stressful environment. Logged support tickets with frequent follow up to solve highly sensitive issues in a timely fashion Mitigated concerns and championed change to a new system. Utilized Big IP with pulling network printer information for Select Medical Wards and users also traveling the US doing IT Site Surveys

FLVS(Florida Virtual Schools IT Support Desk contact support for FLVS (all of Florida) Pensacola. Direct support Students, Teachers and Parents covering the United States. Responsible for connectivity, support, upgrades and maintenance of Documentation and tracking of results plus account unlocks remote access with Bomgar and RDPFLVS (Florida Virtual Schools IT Support Desk contact support for FLVS (all of Florida) Pensacola. Direct support Students, Teachers and Parents covering the United States.

Day to Day duties include fixing HTE IssuesSetting up Council Meetings and making sure all computers and television systems functioned. Created accounts and email Active Directory Rapid response for 1st responders used Office365 with Active-Directory emails and distribution lists. Utilized SCCM for imaging Dell and HP systems. Repaired Local Printers Desktops and Laptops Up to date with major changes with Microsoft -Responsible for phone system for over 375 and maximum 490 people All systems where Dell Worked with OSSI for Law Enforcement Responded to any issues with Tough-books internal and external GPS for the dispatch.

Bryan/College Station, Texas Area Site Support for around 450 users Performed Windows 7 deployment tasks including: Fixed and imaged HP VDI systems for over 400 Users Created Backups essential for Created SOP’s for all deployment methods primaryTicket Stem Utilized AD,Office and SCCM for systems before deployment Ran project for installing HD state of the art training rooms. Deployed Windows XP to Windows 7 migrations, aided in post production Rollouts and production Rollouts including thin clients ,desktops and laptops . Opened up the new call center with 450 computers available.During peak times there was an estimate of 800 users and 975 on site.

Support for BP oil Spill Manager and Site Admin Performed daily review managed reports for Desktops and laptops Created users in Active Directory for the Offices and OU’s for each State involved.- Performed testing for issues per-deployment on HP machines & windows 7.Set up printers and scanners and other hardware devices. MS OFFICE 2007- open office production Support was an integral part of this position.PCs Printers Cell Phones also dealing with RMAs and ordering various items for the teams in my area.Responsible for VoIP phones,Cisco VTC and Polycom.Responsible for site surveys for each office.

Maintained a positive, courteous attitude while solving customer issues and complaints regarding their wireless products and services and provided outstanding resolutions for customers.Educating customers on new and older products and assisted with determining which Wireless Internet plan to choose from and best fits their needs. Daily device troubleshooting, navigating customers confidential account information Level 2 trouble shooting for Wimax (4G Business and Personal) Configured business phones Multi Channel phones.)

IT Support for Joint Base BaladProvided remote support through a centralized server Adding and removing computers from the domain Administering users in active directory.Creating new users, placing them into respective OUs and managing file and folder permissions. Took systems too tobyhanna who returned laptops to us for the Army.Maintained updated inventory of all hardware. Coordinated work with US Army units also accomplished with the team on BALAD the conversion to Iraq.centcom.mil and Afghanistan.-Oversaw Help Desk support operations supporting a classified system environment supporting the US Military (CJSOAC)and many other large or small specialized Commands

US Army MNFI MIT Support

This position was created due to the twin towers September 11 2001 The then non existent Department of Homeland Security.The team Identified red flags and interviewed individuals while taking information and digital fingerprints Gathered information which pertained to National Security and forwarded to The US Government Entities. Submitted requests and analyzed documents such as; financial, courts, medical, police, and EMS Prioritized and communicated with colleges case load and deadlines, updated Departments on investigation (Patriot Act)This position was due to the September 11th Attacks this employment was all over the United States.

Site Support for 1800 employees imaged systems with Acronis and PQDI. Senior Desktop Support Analyst / Project Coordinator Responded to all Level 3 desktop issues within a major insurance and financial services firm. Point of contact for escalation and supervision of all desktop related issues and projects that could not be handled by contracted junior level technicians. Worked closely with internal business unit heads to ensure proper resolution of all of their service level agreements, documented problems, projects and inquiries. Troubleshooter of MS Office, proprietary and market data software, including hardware failure problems, utilizing Remedy Action Request System.Responsible for the oversight, management and planning of resources for all major internal adds moves and changes pertaining to desktop equipment and end user network devices. Created detailed procedures and documentation for use with new software applications & hardware.Trained junior technicians on software applications and various hardware devices before or after installation.

Repairs, services, and restored parts, boards, and equipment for Hewlett Packard, Packard Bell. Arranging workstations and Hubs. Constructing and Testing. Computer Configuration, Assembly. Admin doing operations that supported approximately 65 users other responsibilities included determining required daily activities as well as organizing implementations of auditing, registry modifications, global groups, directory structure, System Security. network shares and permissions on local and remote servers. and vendors as needed. Responsible for Tape backups, email creation and security groups.