Provide 1st and 2nd level support to Windows and Macintosh users in person and over the telephone, locally and with remote tools, such as LanDesk. Troubleshoot hardware and software problems. Troubleshoot and repair credential issues such as password resets and Exchange mailbox and Active Directory provisioning. Maintain local knowledgebase using Doku Wiki.

Gathered data and performed diagnostic techniques and monitored the resolution of users’ problems. Expedited problem resolution efforts and coordinated with vendors. Documented trouble ticket database and assisted system administrators and network manager. Resolved customer problems concerning IT automated systems and software/hardware problems. Established domain and email accounts and password resets. Resolved technical computer problems and provided users with solutions to problems. Conducted training on email, created work orders and general desktop software procedures. Provided feedback on problematic trends and patterns and developed procedures to improve problems. Prepared daily and periodic reports related to IT services.

Served as customer support specialist for information resource issues. Provided customer support via telephone, counter and email. Provided technical assistance to unit members. Ensured proper operation of unit computer systems, hardware and software. Conferred with customers to provide information about services and handle complaints. Rebuilt broken supply system. Developed customer support policies, procedures anduser guides. Brought records up to inspectable standards. Designed and implemented a maintenance system for the band. Initiated purchase contracts. Analyzed supply management data. Reorganized and redesigned supply room for better organization and ease of use. Implemented new records management procedures. Analyzed equipment in terms of feasability, compatibility and cost-effectiveness for purchase and use by the Army unit. Automated files and collaboration abilities by introducing a shared drive to the organization. Planned and implemented logistical support for 150th anniversary concert at the Denver Opera House. Coordinated logistics for a multi-unit exercise. Earned Army Commendation Medal.

Performed installation, maintenance, troubleshooting, repair and configuration of hardware and software as needed. Worked with Windows 2000,XP and 2003. Recommended changes and upgrades to network systems. Developed customer support procedures and user guides. Assisted users with computer hardware and software problems in response to customer-reported incidents. Provided technical support for desktop hardware components and software applications, such as Microsoft Office, Acrobat, Internet Explorer and locally developed software. Developed plans for carrying out the recommendations for updating two sites from T-1 to DS-3. Ensured application of information assurance principles and practices. Managed inventory using DPAS. Maintained 35 Blackberries. Provided customer training. Used Symantec Ghost to perform backups and system restores and deploy new technologies. Provided feedback to management on problems and potential problems. Worked with other IT Specialists and applications developers to solve and prevent recurrence of problems. Provided advice and guidance to 120 users, spread over 7 sites. Delivered support using face-to-face, remote desktop, telephone and e-mail communication methods. Provided help desk support and training. Migrated enterprise from Windows 2000 to Windows XP. Installed multiple 30+ machine upgrades. Performed a complete inventory of all IT assets. Designed an Access database to track assets and repair status of machines. Assisted in troubleshooting and maintenance of enterprise LAN and WAN systems. Responsible for Active Directory and Windows Server 2003 administration. Recorded problem reports in Remedy to track service outages and interruptions and improve the knowledge base. Installed and configured network equipment such as routers, switches, patch panels, hubs and servers. Trained other IT specialists. Oriented and trained customers in IT principles. Assisted users and ensured proper operation of computer hardware and software.