-Provided technical assistance to customers on inbound telephone tech support calls.-Used remote access to perform troubleshooting when needed.-Walked customers through step-by-step process for troubleshooting hardware issues.-Assisted customers with anti-virus program installations and virus removals.-Used good problem-solving skills for troubleshooting problems.-Used great customer-service skills.-Installed and maintained company's computer systems and network.-Performed upgrades and installed updates.-Completed troubleshooting and repair when computers had problems.-Assisted office staff with computer application questions.-Conducted computer technology training with all new staff.-Recommended computer products and applications to improve productivity.-Ensure the functionality of all of the PC/MAC computers-Complete all projects on or ahead of schedule-Assist the Network Administrator as needed-Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies via Active Directory.-Managed refresh project for over 200 devices for clients.-Delivered printing solutions and peripherals, e.g., scanners/copiers, digital senders, and fax machines.-Accountable for maintaining and servicing multiple customer sites-Lead in projects for- *Office Moves coordinating the set up and turn off of internet access and phone system, hardware setup, network wiring and printer setup *Avaya phone Console-One upgrade lead the project in hardware upgrade, software upgrade and training of employees *AT&T broadband upgrade initiated the upgrade of the increase of bandwidth at multiple sites *Windows7 and Windows10 deployment of over 250 laptops and desktops *Printer upgrade involving AOS and customizing the print needs for the customer

 Responsible for researching the needs of the users and the implementation of new hardware: conversion from Windows to Mac Installation, configuration and support of Microsoft Windows and Mac OS X in enterprise environments using Active Directory  Reformatting and repairing Mac OS and Windows workstations Keeps software maintenance up-to-date Provides first-tier support for users, reacting and responding to issues as they arise Manages a knowledgebase of previously resolved issues and their respective resolutions Responsible for creating and maintaining documentation for users on common computing tasks, as related to common business functions within the department Assists in researching new hardware and software for budgeting and purchasing Acts as a lead in the resolution of complex technical problems relating to user workstations, software and peripheral devices Provides basic training to users on common business tasks where needed Work with clients on data archival and recovering systems Use networking protocols such as DNS, DHCP, WINS, NetBIOS, TCP/IP, etc. Employ automated desktop management Utilize helpdesk ticketing and tracking software

*Installation and maintenance of computer and tech equipment*Connected pcs in a MS network and set up peripheral equipment, hardware components and allied devices*Diagnose hardware and software related problems*Maintained local network*Installed software programs and utility applications*Established IP addresses with installation of peripheral equipment Upgraded memory and hard drive systems*Checked on performance related issues and network support problems*Responded to complaints and queries*Provided technical advice*Solved staff technical problems by phone, remotely or in person*Troubleshot help-desk and Internet connectivity issues*Maintained inventory of each schools equipment

 Process payroll and manage time adherence Prepared internal reports through gathering, analyzing and summarizing data and information from the outbound call department Monitored program revenue, reviewed for accuracy and completeness, researched and provided reasons for discrepancies Evaluated and monitored the performance and efficiency of programs to ensure that program implementation was on target Worked on overall project planning through reporting on project schedules Provided support to the outbound call department by gathering and analyzing data in the department and maintained corporate business processes, procedures and policies Provided support to the project manager in planning, managing, and monitoring major projects from concept through implementation Created and maintained a variety of reports covering revenue, forecasts, and other management responsibilities Prepared long-term financial forecast of revenues and outbound call volumes Fostered an environment of cooperation between different departments and co-workers

Achieved success on multiple diverse projects by exceeding the demands to learn quickly, be versatile, and take on varied roles and responsibilities with enthusiasm and interest. Primary roles included systems administrator, database administrator, technical trainer, curriculum administrator, and pc tech.*Developed long range goals for district’s implementation of technology*Established “Best Practices” for software implementation and installation for educational software*Managed configuration of mobile learning lab*Developed and executed processes to assure that labs were quickly and reliable configured using rigorous procedures and ghosting protocol*Researched and implemented the use of e-learning tools, learned the tools and developed training programs for educators*Delivered hands on technical training. Product functionalities included data mining, statistical analysis, query and reporting, and data integration*Able to instruct and manage pc techs under my supervision*Worked with the following software: Microsoft Office, Excelsior, PowerSchool, DataDirector, K-RESA finance, Microsoft Windows, Novell, and numerous educational programs*Provided technical support for usability issues and critical site problems*Responsible for the ordering of and installation of new equipment in the school district*Developed the Technology Curriculum taught to students K-12*Created and implemented the state Technology Plan