End user Desktop supportUpdate and track trouble tickets using RemedyPhone and in person PC supportBreak/Fix and warranty supportMaintain and rotate Backup tapes on Windows Servers using VERITAS Backup Exec 10Support Xerox Work Centre and HP networked printersUser and computer account maintenance in ADVoicemail support using Nortel Call Pilot Manager.

Update computer hardware and software. Configure and support Lotus Notes, MS Office, and internal software. Inventory control. Update and track trouble tickets using Remedy Environment: Windows XP Pro, Windows 2000, Windows NT 4.0, Office XP, Lotus Notes

Monitor server, network and phone systems during off-hours. Troubleshoot reported issues to determine appropriate escalations. Used Remedy for trouble ticket creation and escalations Document procedure changes and issues as reported Provide end-user support Environment: Windows 2000 Server and Pro, Window NT4.0 Workstation, Windows XP Home and Pro, HPUX

Coordinate resources in various departments (if applicable), schedule, install, test and deliver contracted products within scheduled timelines with a high degree of quality and customer satisfaction Provide weekly updates, follow-through and exceptional customer service to clientsMaintain pivotal records, setting up and maintaining client projects within DI Work with IB Operations and support team to complete setup and resolve any technical issues Excellent performance in essential duties and responsibilities results in, Exceeding Customer Satisfaction and Revenue Goals as well as adhering to Standard Operating Procedures. Attend scheduled training sessions that pertain to products and services the Department providesEnvironment: Windows XP Pro

Update computer hardware and software. Configure and support Lotus Notes, MS Office, and internal software. Inventory control. Environment: Windows XP Pro, Windows 2000, Windows NT 4.0, Office XP, Lotus Notes

Track and test applications for Windows 2000 to Windows2003 migration. Document required updates for migration Environment: Windows 2003 Server, Windows 2000 Server, Windows XP

Provided superior telephone technical support for DSL internet service Accurately troubleshooting connectivity and software issues using Windows 95,98,ME, 2000, and XP, Microsoft Internet Explorer 4.0-6.0, Netscape Navigator 4.0 - 7.0, Mozilla Firefox, Outlook Express, Mac OS 9x -10x, and Safari Provide Tier 2 and Tier 3 support Environment: Windows XP, Windows 2000 Pro, Windows ME, Windows 98, MAC OS X, Mac OS 9, Redback Router

Installed, configured, and maintained Microsoft Exchange 5.5 Designed, coordinated, and maintained Virus and Security Control implementation in NT environment Maintained Windows NT tape backups using Veritas Backup Exec 8.5 Implement Helpdesk using CompuWare TrackRecord® 6.5 Maintain Global Address List across enterprises email systems using Simple Sync® Installed, configured, and maintained regional Microsoft Windows NT Servers Installed, configured, and maintained regional Microsoft Windows 2000 Servers Provide end user support Environment: Windows XP, Windows 2000 Server and Pro, Exchange Server 2000 and 5.5

Supervised and coordinated team assignments during project implementations and deployments Installed, configured, and maintained 30+ regional Microsoft Windows NT servers Installed, configured, and maintained Microsoft Exchange 5.5 Performed administration of user accounts on regional NT domain and Netware environment Designed, coordinated, and maintained Virus and Security Control implementation in Netware/NT environment Projected hardware and software requirements for future growth Maintained Windows NT and Netware tape backups