Delivered high level incident IT support to customers resolving pc\server problem & software implementationAdvanced pc\server components to state of the art versions, mobile device repair and wired\wireless networksCounseled clients on hardware procurements and\or software solutions for business needs

Apart of a global Ad Tech support team serving as an SME for reporting and billing support, Daily work includes support of various Ad Tech tools, data lake reporting, as well as supporting of customized data streams and workflows. Level 2 engineer handling all escalated issues and requests. Working closely with development, product and server teams to provide timely solutions and bug analysis. Responsible for creating run books, how to's and other documentation to ensure proper handling by all levels involved.

Subject matter expert in supporting business applications, ensured system availability, security and audit controls and procedures are maintained and followedCollaborate with administrative groups, business and technical partners and vendors to ensure that new requirements and changes are managed for the systems

Supported large ERP systems and the interconnectivity of data in order to trace the root of an issueSupported multiple applications that are hosted onsite and cloud basedIdentify and deal with problems as they arise, escalating and involving senior management where appropriateEngaged in the project process from deployment to handoff, formalizing run books and providing a feedback loop to application owners and Project Management

Assisted with the enterprise service desk management and daily operations. Created staff schedules and assisted with enforcing attendance policies as well creating a positive work environment. Participated in planning for improvement and developing of the service desk. Evaluated disaster recovery plan to ensure alignment with industry standards and provided suggestions for improvement as needed. Also ran daily reports and created queries with SQL based Business Objects XI and provided data to address any support and/or performance issues. Used Remedy to create, escalate and resolve tickets. Supported SharePoint 2010 based solutions as well as custom mainframe based software via AS400 web based interfaces. Participated in Change Management CAB meetings, Incident Management & Problem Management for escalated Incidents from Service Desk team regarding Microsoft Outlook, device security, and other desktop and web based software.

Create first and second level support protocols and templates using Microsoft PowerPoint, Word and Excel. Created service trend reports with SQL based Business Objects XI and published reports for other managerial staff to run with ease. Increase first call resolution by tier 3 application support team by improving processes and integrating applications with performance monitoring tools like SolarWinds and CA APM. Maintain high service levels and customer service interactions with application owners. Oversee application support analyst and liase with all IT co-departments to ensure problem resolution along with Knowledge Base content. Implemented, upgraded and supported technology such as CA Service Desk, Reliance ETQ, LogiXML and several SharePoint and Infopath based solutions.

Oversee the daily duties of service desk technicians as they troubleshoot, diagnose, and repair helpdesk assigned issues using IT skillsFollow up with customers who were disappointed with our service to make sure their problems are resolved satisfactorily, giving constructive feedback to staff members to help them resolve future problems satisfactorilyModify existing procedures or institute new procedures as needed to improve the service, efficiency and effectiveness of the Help Desk by increasing first-call resolution rates, and decreasing the dissatisfaction indexCollaborate with department heads to establish Help Desk and On-Site Support standards, procedures and methods to improve productivitySupervise the ordering of parts and services through our contracts with outside vendors to ensure proper invoicing and payment, minimize outside service and labor costs, and avoid unnecessary confusion and/or overcharges with all parties involved.Work effectively with the Director of Customer Service to gather, organize and provide clear operational requirements, reports and support implementation of changes and enhancements to Help Desk technology as neededProvide accurate, timely assistance in a professional manner to customers across the AgencyProvide day-to-day leadership and direction to all Help Desk Analysts

Troubleshoot, diagnose, and repair helpdesk assigned issues using IT skills.Use Cisco Call Center technology to answer queued callsProvide accurate, timely assistance in a professional manner to customers across the Agency.Evaluate technical problems correctly regarding Windows desktops, printers, Microsoft Office, Citrix as well as proprietary software resolve and/or escalate when necessary to the correct support group.Track cases with IssueTrak software through resolution to ensure timely, effective serviceResponsible for ordering parts and/or services for field technicians from designated third party vendors. Maintain clear and organized records with invoices including monthly purchases. Report any unsatisfactory service to supervisorServed as Lead IT Help Desk Analyst, and assisted supervisor and managers in providing on-the job training and problem determination support for all other Help Desk staff members, assist with administrating ticketing software, and phone routing receiving many commendations from other managers, colleagues and customers.

Provide level II technical support via phone. Create TouchPaper tickets for LAN technicians or escalate existing tickets.Troubleshoot, diagnose, and repair desktop applications and in-house developed applications Provide technical support for agency buildings with over 7,000 users onsite and via remote connectionTroubleshoot, diagnose, and repair user desktop computers, peripherals, 1st level server support, switches, and router issues.Resolve Microsoft Outlook Exchange account issues including storage, personal folders, new accounts, passwords, and communicating with the network exchange server.Install personal printers, computers, and scanners while maintaining all hardware inventory via TrackIt program and asset tracking sheets. Order replacement hardware such as DVD/CD drives, hard drives, CPUs and peripheral devices to install when necessary.

Objective was to create 3 data and image archives, created archive process and procedures, and support setup.Enabled LAN accessibility to archive Trained the new hires on the system and created an in depth PowerPoint presentation about the archiving process to be presented at the bi-annual AFM conference held in Nevada. Handled confidential contractual dataAdministrated daily server and client side troubleshooting issues.

M.I.S. Department Support and ImplementationObjective was to create 3 data and image archives, created archive process and procedures, and support setup.Enabled LAN accessibility to archive Trained the new hires on the system and created an in depth PowerPoint presentation about the archiving process to be presented at the bi-annual AFM conference held in Nevada. Handled confidential contractual dataAdministrated daily server and client side troubleshooting issues.