Resolve installation, preventative maintenance, and repair service calls on various OEM scanners for TSA. Collaborate with other Field Service Techs to troubleshoot, fix, or escalate onsite issues. Use strong people skills to provide courteous customer service.

Resolved Gaumard Scientific installation, preventative maintenance, and repair service calls on adult, pediatric, and neonate standard and advanced patient simulators. Calls were assigned in SAP, followed by e-mail introductions, and booked in a shared Outlook calendar. We would normally call if we needed clarification on what the intended curriculum would be or what to focus on in case the In-Service would be split up on the scheduled date. In-service calls normally included a 1/2 day of prep before the scheduled simulator overview demonstration. Purchased Surface tablets, DELL AIO (All-In-One) PCs and laptops, or Android tablets were updated as needed. Preliminary feature testing and wireless connectivity were checked for any OOB (Out of Box) issues. Coordinated with site IT to pivot when needed, helping with wireless connectivity to the patient simulators or helping with common issues installing and configuring Gaumard Scientific control software on customers' control room PCs/laptops. Other duties included service call updating and parts ordering in SAP, scheduling hotels and flights, and expensing. Collaborated with other Field Service Techs and Sr. Repair Tech to troubleshoot, fix, or escalate onsite issues. Attended weekly Field Service MS Teams meetings and traveled to conferences for needed training and updates. Used strong people skills to provide courteous customer service.

Resolved IT support issues among 2 techs for Office of Long Term Care through Cherwell portal ticketing system, based on priority in the DHS Donaghey Plaza South building. Remote DPSQA/OLTC users across the state normally came to the office to resolve ASPEN software suite or hardware issues. Corrected software errors or re-imaged laptops and workstations using SCCM for better network security and application requirements. Troubleshooted network and local printer issues. If printer hardware repair was needed, then the ticket was transferred to Xerox contractors via e-mail request. Repaired laptops and workstations as needed if out of warranty from available spares, and helped maintain tech shop spare part supply. Projects included office moves, recording asset transfers, and a/v equipment installs and upgrades. Used strong people skills to provide courteous customer service.

Resolved IT support issues among 4 techs through MS SharePoint portal ticketing system, based on priority for the DFA Ledbetter and Ragland Revenue buildings, and remote DFA Revenue Offices across the state. Corrected software errors or re-imaged mini PCs, workstations, and laptops using SCCM for better network security and application requirements. Troubleshooted network and local printer issues. If printer hardware repair was needed, then the ticket was transferred to SBS contractors via the Service Center portal. Repaired mini PCs, workstations, laptops as needed if out of warranty from available spares, and helped maintain tech shop spare part supply. Projects included office moves, ad-hoc wiring runs, recorded asset transfers, and a/v equipment installs and upgrades. Used strong people skills to provide courteous customer service.

Provided warranty break/fix and full service for a variety of Lexmark, Xerox, HP, and Samsung printers, along with Dell and HP laptop, and HP/Compaq workstation repair. Full service tickets ranged from Lexmark MFP printer install projects, swapping out server UPS and hard drives, acting as Cisco CCT Routing and Switching "smart hands" tech to transfer options on AVAYA VoIP and Cisco 294x switches, coordinating with remote Cisco admin to backup startup and running configs, and verify connectivity. Used a proprietary SMS PPSG/PPT Service Center ticket portal and asset database. Used strong people skills to provide courteous customer service.

Resolved desktop support issues among 5 techs through Spiceworks ticketing system, based on priority for the hospital and surrounding clinic end users, and after-hours support during on-call rotation schedule. Repaired network printers and helped maintain printer part supply stock. Corrected software errors or re-imaged workstations/laptops using Norton Ghost for better network security and application requirements. Repaired workstations/W.O.W.'s ("workstation on wheels"/laptops) as needed from available spares, and helped maintain tech shop spare part supply. Swapped out daily, weekly, and monthly (if needed) tape backups for offsite storage at nearby clinic as part of on-call rotation. Used strong people skills to provide courteous customer service.

Resolved domain migration and Outlook connectivity issues after nightly conversion batch processing. Manually configured affected end users to correct Exchange server and imported *.pst files. Resolved desktop support upgrades and projects with Lead Technician. Consulted Lead Technician to coordinate remote office moves, troubleshooted network printers, and completed other tasks as needed. Used strong people skills to provide courteous customer service.

Resolved Desktop Support issues through Remedy ticketing system, based on priority. Consulted Sr. Technician to troubleshoot conflicting AWD modules when deploying re-imaged workstation/laptops using department reference configurations. When AEGON HQ in Cedar Rapids, IA pushed out software packages via Microsoft SMS service, often the packages conflicted with the custom *.msi builds for site specific applications, and needed updating. Re-imaged workstations/laptops to current base image as needed due to software errors, application requirements, network security, and better wireless network support for laptops. Performed equipment moves as needed, including workstations/laptops, network printers, and AVAYA phones. Attended weekly Monday and Friday meetings to discuss current Desktop Support projects. Used strong people skills to provide courteous customer service.

Responsible for Lexmark printer and Dell printer/laptop/workstation warranty break/fix calls meeting SLA requirements, along with two rotating IBTs (incentive based techs from RCM Staffing). Responsible for full service calls as CE. These included client IT equipment moves, re-imaging workstations/laptops as needed due to software errors and registry corruption, spyware/virus removal, and better wireless network support for laptops. Additional requested apps were scheduled with remote support for Microsoft SMS push afterwards. Performed data migration projects for Dell Key Account customers from old laptops to Dell Latitude D620's using cross-over cable and custom Dell Data Transfer bootable CD client. Transferred wireless WEP credentials and verified that the customer's Outlook *.pst files were imported successfully. Attended weekly Monday morning conference calls. Clarified expectations and gave feedback from St. Louis, MO based supervisor to local IBT's in order to refine Dell customer service satisfaction and improve Dell customer survey scores. Used strong people skills to provide courteous customer service.

Resolved desktop support issues with Senior Tech assigned to specific hospital campus building and associated clinics through HEAT ticketing system, based on priority. Re-imaged workstations/laptops as needed due to software errors/registry corruption, application requirements, network security, and better wireless network performance for laptops. This was also coordinated with departmental migration projects from Windows 2000 SP4 to Windows XP SP2, using BartPE boot-able CD clients, and using Norton Ghost to copy old HDD image onto to replacement workstation/laptop space permitting. Otherwise, old HDD was slaved into replacement. Attended weekly Wednesday morning meetings to discuss current and pending Workstation Support projects. Used strong people skills to provide courteous customer service.

Resolved desktop support issues with weekly, rotating, MIS on-call rep through Outlook based ticketing system, based on priority. Re-imaged workstations/laptops as needed due to software errors/registry corruption, application requirements, network security, and better wireless network performance for laptops. Swapped out daily, weekly, and monthly (if needed) tape backups for offsite storage at Space World, and updated tape calendar for courier. Used strong people skills to provide courteous customer service.

Resolved desktop support issues among 4 PC techs through HEAT based ticketing system, based on priority. This applied to Stephens and Staffmark end users in 16 out of 25 floors in the Stephens building, and assisting the Remote Coordinators as needed with the satellite offices across the U.S. Re-imaged workstations/laptops as needed due to software errors/registry corruption, application requirements, network security, and better wireless network performance for laptops. This was also coordinated with departmental migration projects from Windows 2000 SP4 to Windows XP SP2, using PXE boot and network imaging server, and old HDD was retained in PC Tech Shop. Used strong people skills to provide courteous customer service.