Provided technical support for all users with hardware, software, and phone issuesImplemented the Microsoft Deployment Toolkit along with Windows Deployment Services to streamline imaging and provisioning laptops and computers to staffResponsible for negotiating contracts with vendors for IT ServicesImplemented managed provisioning of cell phones using MaaS 360Implemented redesign of organization website using new organization branding tools and informationManaged project to migrate organization to Microsoft Azure and Microsoft 365Migrated shared drives on domain controller to SharePoint

Assisted in the arrangement and production of several R&B and Smooth Jazz charting songsLive performances with national and international artists at local and national venues

First call resolution of technical issuesAssisted team members via phone, email, or IM with technical issuesMac support technicianUsed remote tools such as Microsoft Remote Assistance and BOMGAR to assist users remotely with technical issues Developed scripts to automate common tasksInstalled software remotely using SCCMConsistently exceeded team metrics on tickets touched and maintained on average 4.8/5 survey scores

Responsible for maintaining internally created Java plugins for Progress Developer StudioMaking maintainence changes and code updates to internally developed applications using Progress ABLRefactored the Code Check tool to use design patterns to reduce redundant codeImplemented REST API in Progress to provide on demand compile on server functionality in the pluginsScripting installation of the Progress Developer Studio software packageOn-call rotation to monitor system for failures and resolve them as needed.

First call resolution of technical issuesAssisted team members via phone, email, or IM with technical issuesAssisting bankers with issues related to loan setupUsed remote tools such as Microsoft Remote Assistance and GotoMyPC to assist users remotely with technical issuesDeveloped scripts to automate common tasksInstalled software remotely using SCCM

Responsible for managing all aspects of payroll reporting for the mid-sized staff which include both exempt and non-exempt employees as well as hourly, salaried and contract employeesTraining new employees on the timesheet entry system to include ensuring timesheets are properly entered with accurate hours worked, explaining payroll taxes, as well as direct deposit proceduresReviewing, comparing and balancing payroll related accounts on a monthly basis Preparing, computing and submitting year-end information not normally handled through payroll processing such as supplemental income, moving expenses, educational grants (when applicable), etc Supervising and training AP & Payroll Administrative Assistant to assist with semi-monthly timesheet entry management and payroll management

Dispatch additional work to technicians and track their progress in the fieldOversee technicians in the field and provide assistance on trouble calls and installationsConsistently maintained quality metrics of less than 4% on repeat trouble calls and less than 8% on service calls after installsInstall consumer CATV service, high speed Internet, and Home NetworkingInstall Digital Telephone ServiceDiagnose and troubleshoot CATV and Digital Telephone service issues

Website design and web based application development using ASP, ASP.NET, SQL Server 2000, Microsoft IIS 5.0 and IIS 6.0, and Microsoft Windows 2000 and 2003 ServerInstalled Windows 2003 Server and Exchange Server for e-mail, company intranet and web hosting, and supported 100 users.Responsible for installation and maintenance of computer networkBuilt and tested a web-based time clock solution using Microsoft IIS 6.0, Visual Basic 6.0, and SQL Server 2000; Support users in the office and in the fieldManage e-mail accounts with Microsoft ExchangeImplemented a custom built ticket tracking system using Microsoft Share Point Server to streamline the desk side support process and track issues and their resolutionImplemented a routine backup system to prevent data loss due to hardware failure

Responsible for the maintenance of classroom and office computersBuild and test Windows software images according to company procedures and security standards for implementation in the classroom settingBuild and test Linux servers for deployment in school sitesImplemented internal Windows Update server for centrally managed updates to reduce the amount of desk support calls for Windows security updates Provided desk side and telephone support in an educational environment for three sites using Best Practical Solutions' RT: Request Tracker

Responsible for maintaining peak operation of all school computersDesigned training materials for staff on how to use computers

Insured peak operation of networkPerformed backups on a weekly basisAssisted in planning and installing high speed Internet accessInstalled network applicationsConfigured printers and workstations

First level technical support responsible for determining the problem and finding solutionConsistently maintained 48 hour turn around on all trouble ticketsField and depot repair of Apple Macintosh and IBM compatible computer equipmentSupported teachers in the classroom with technical issues, escalating them to level 2 support, if necessary

Field replacement of major components in Dell, AST, Compaq, and Power Computing computersResolving customer issues complaints as needed

Removal of old computersInstallation of new computers with pre-built software image.Testing of images for functionality

Build-to-order computers for local businesses and in-store customersConsistently met department goal of 48 hour turn around on most repairsPhone and face-to-face customer supportDiagnostic troubleshooting and repair