* Provide technical leadership and coordination for other IT Support team members in maintaining and improving the current environment while developing and implementing IT initiatives that support a fast paced, performance-oriented technology organization.* Responsible for assigning tasks, responsibilities, and timelines within the team to achieve the Company’s key business strategies while working in support of current functionalities. * Participate in all existing IT processes and new initiatives as a technical expert, completing key tasks and providing technical assistance to other team members as needed.* Balance workloads throughout the team and ensuring that members grow their technical abilities and are professionally challenged through increasing responsibilities.* Administrator and technical expert for the following: MS Office 2016, Active Directory/DNS, VPN, and networking security.* Primary contact for all hardware and software deployed including changes, updates, and de-commission.* Identify, develop, and document new and existing policies, procedures, and architectures.* Perform desktop and end user support for all employees and contractors, including all aspects of the lifecycle of laptops and associated peripherals.

* Responsible for administering the day-to-day activities of the call center support team, ensuring that calls are covered, emails collected and entered into the tracking system, and voice mails are collected and answered.* Distribute tasks evenly amongst the team to ensure 100% coverage during normal support hours.* Set the standards for and monitor responses to ensure consistency and will be the point of escalation for issue resolution.* Identify areas requiring training and working with management to create and execute training plans.* Collect, analyze, and distribute team statistics using metrics to identify areas of improvement and efficiency.* Provide performance feedback to team members and ensure company policies are understood and followed.

Custom build, repair, and troubleshoot desktop, laptop, and server computer systems to customer specificationsConfigure and administrate installations of Microsoft Windows desktop and server operating systems, (Windows 8, 7, Vista, XP, 2000, Windows Server 2008, 2003, and Advanced Server 2000) and Linux [CentOS (7 & 6), Red Hat Enterprise Linux (7 & 6), SUSE Linux Enterprise Server 11) using CD, DVD, .iso's, network drive, Norton GHOST, Virtual PC, VirtualBox, & VMwareTroubleshoot and support installations of the entire suite of business productivity applications included with Microsoft Office to include Outlook configurations to connect to Microsoft Exchange Servers for e-mail and messaging, ClamWin & Panda for antivirus, Sharepoint for collaborationReview system and network reports to fine-tune system and network by upgrading software or installing new hardware on desktop, laptop, or server computer systemUtilize Microsoft Management Console and Active Directory to provision accounts and configure access permissions based on System User RequestsDevelop schedules to perform daily, incremental, and complete system backups to save directly to CD, DVD, external or network attached storage locationsVerify backups by creating mock disaster scenarios to insure backups will bring system back to a working state with minimal downtimeEnvironment: Acer, Apple (iPad, iPhone, Macs), Asus, AT&T, Compaq, Dell, Gateway, HP, Lenovo, Toshiba desktop, laptop, and mobile computersFamiliar with Wireshark network protocol analyzer and Snort open source network intrusion prevention system (NIPS) and network intrusion detection system (NIDS)

Responsible for providing resolution to escalated concerns from Tier 1 Service Desk Received concerns from direct call transfers, e-mail (Outlook), voicemail (Avaya), and ticketing systems [ResolveIT, Virtual Tech, ServiceNow, Open View Service Center (OVSC)]Primary issues received to resolve are Remote Access (unable to login remotely), Blackberry (SOS), Outlook (unable to send/receive e-mail), all system and application errors Abilities to document, update, resolve, or escalate Severity 1 inquiries; which are highest priority, highly visible, company and customer impacted applications or servicesEntitlement to Administrate all aspects of the network infrastructure that includes desktops, servers, Active Directory (AD), e-mail (Exchange and Blackberry Enterprise Servers), VPN, McAfee Antivirus, CitrixEnvironment: Apple (iPad, iPhone, Macs), AT&T, Blackberry, Compaq, Dell, Lenovo desktop, laptops, and mobile computersMicrosoft Windows desktop operating systems 7, Vista, XP, 2000Microsoft Office suite versions 2010, 2007, and 2003Windows Server operating systems 2008 and 2003Exchange Server 2010 and 2007Blackberry Enterprise ServersMcAfee Antivirus and CheckPoint SecurityVMware and Citrix

Received inquiries from customers on telephone (Avaya), e-mail (Outlook), and ticketing systems [ResolveIT, Virtual Tech, ServiceNow, Open View Service Center (OVSC)] for any type of concern reported for pc, server, department, error messages, slowness, etc. to resolve or escalate to Tier 2Used all of the tools available to include Knowledge Base, used MS Communicator, NetMeeting, Live Meeting, or VNC to initiate a desktop sharing session to visually see, document, and provide steps to resolve reported issueResolved most Outlook issues to include corrupted MAPI Profile, corrupted .pst, not able to send/receive e-mail, even having to uninstall and reinstall OutlookSupport and managed Active Directory with regards to unlocking or re-enabling disabled AD accounts, IIS, Exchange, Remote Desktop, McAffee Anti-Spyware, patches, fixes, and network troubleshooting.Assisted and troubleshoot VPN access to client sites using Citi managed pc's, proxy servers, and the internetEnvironment: Apple (iPad, iPhone, Macs), AT&T, Blackberry, Compaq, Dell, Lenovo desktop, laptops, and mobile computers Microsoft Windows desktop operating systems 7, Vista, XP, 2000 Microsoft Office suite versions 2010, 2007, and 2003 Windows Server operating systems 2008, and 2003 Exchange Server 2010 and 2007 Blackberry Enterprise Servers McAfee Antivirus and CheckPoint Security VMware and Citrix

Performance Rating Score achieves results well beyond the job requirements in areas of major responsibility. Minimal supervision requiredRespond to inquiries received from local, remote, and external customers via e-mail, telephone calls, callbacks, voicemail, and web based IT support tools to provide accurate and creative technical support solutions for standard, proprietary, and 3rd party softwareUtilize ITIL Best Practices to continuously evaluate direct feedback from users and system reports making recommendations to Application Owner(s), PC Technicians, Networking, and Windows Group to improve and/or upgrade hardware, software, and network to insure positive resultsCoordinated and participated in special projects and pilot programs to move over 3000 users and computers to new buildings in 2008 and test new conceptsTrain and support Team Members to be Subject Matter Experts for Level 1 mission critical areas of business: National Contact Center (NCC), Patient Financial Services (PFS), Collections, Billings, and Account Receivables (CBAR)Contribute, support, and maintain Knowledge Bases to Frequently Asked Questions, Resolutions, Direct and Indirect Points of Contact for hardware (Dell, IBM, Lenovo desktop, laptop, and server computers to Sprint PDA, RAZR, Blackberry mobile devices), software (Microsoft Office, Windows 2000, XP, Server 2003 to Google and Yahoo Toolbars), and proprietary applications (HERO, Genesis, Vista Plus, Compass) to general computer questionsAssisted with the design, planning, testing, documentation, and implementation of KCI's disaster recovery plan to be in compliance with Sarbanes-Oxley and Health Insurance Portability and Accountability Acts to ensure business continuity and duplication of all critical dataEnvironment: Apple (iPad, iPhone, Macs), AT&T, Blackberry, Compaq, Dell, Lenovo desktop, laptops, and mobile computersMicrosoft Windows desktop operating systems Vista, XP, 2000, Server 2003, VMWare, Citrix, AppleMac