Provide support for Operations/Downtown/Remote locations. Support includes: desktop hardware troubleshooting, imaging/configuring/deployment of new & existing desktops/laptops and lifecycle replacements, Functionality of Windows 7/10, Office 2010/2016/365, many third-party applications, hard drive encryption, Outlook Configuration/Outlook Web Access, Lync/Skype, Asset Management, Malware/Spyware/Virus Removal, Data Recovery, Availability of Active Directory & SAP accounts, WiFi/Verizon/VPN Connectivity, VDI, HP/Xerox/SAVIN MF Printers/Copiers Scanners, Mobile Applications for iOS devices (iPhone/iPad), escalating issues to & coordinating with additional IT Support teams.Contribute to software testing/upgrading/packaging & SCCM Task Sequencing, for the District’s migration from Office 2010 (to 2016/365) & Windows 7 (to 10).Participate in rotating on-call schedule, in support of end-users – after-hours & in the field.

Worked in an energetic call center environment, answering inbound customer calls concerning inquiries about one or more Cox products. Troubleshot the root cause of customer problems and identified the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary.Provided total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that would drive additional revenue for the company.Built customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.Kept customer informed about progress by checking the status of work orders in customer record system.Provided seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.

Provided both onsite & offsite/remote operations support, for Development/Testing/Production network environments in Omaha, NE… as well as several remote locations (including Melbourne, FL branch). Support included: imaging/configuring/deployment of physical and virtual desktops/workstations/servers, Functionality of Windows Server 2003/2008/2008 R2/2012/2012 R2, SQL/SSMS 2008/2012/2014, Windows XP/Vista/7/8/8.1/10, Office 2007/2010/2013, Office 2016/365, many third-party applications & browser plug-ins, Availability/Configuration/Management of SolarWinds IPAM, DHCP/DNS, AD/GPO, Exchange 2003/2007, OWA/ActiveSync, Outlook Configuration, WebApps, Mobile Email (Droid/iOS/Windows), Lync/Skype, Asset Management, KMS/Software Licensing, ShoreTel VoIP onsite server/phones, FireWall/WiFi/VPN Connectivity, DUO 2FA via Remote Desktop & RD Gateway, VDI, Hyper-V, VMware Workstation/Horizon/Workspace, vCenter/vSphere/AirWatch, SonicWALL 3600 NSA/Cisco C170 IronPort ESA, HP/RICOH/SAVIN/Kyocera MF Printers/Copiers/Scanners.Participated in rotating on-call schedule… performing systems status checklist & providing after-hours (& offshore) support.Traveled to Melbourne, FL branch & assisted with logistics involved in moving to Palm Bay, FL location.Contributed to "hot site" Disaster Recovery testing, in Bellevue, NE.

Provided both onsite & offsite/remote network support to several small businesses & non-profit organizations – more than 40 networks. Support included: network/server/desktop/laptop hardware, Functionality of Windows XP/Vista/7/8, Office 2003/2007/2010/2013, and third-party applications, Availability/Configuration of Active Directory accounts, WiFi/VPN Connectivity, Outlook Configuration/Outlook Web Access, Spam Filtering, Mobile Email (Droid/iOS/Blackberry), Malware/Spyware/Virus Removal, Data Recovery.

Defense Contractor for United States Air Force Academy. Assisted customers with software-related computer issues. Built/Updated/Deployed configuration images. Responsible for hardware upkeep as well. Maintained database for customer information & work history. Interfaced/Coordinated with other departments, to ensure high level of service.

Delivered/Assembled/Connected rented computer, network, and audio/visual equipment for provisional use in presentations & conventions. Built/Updated/Deployed configuration images. Responsible for hardware upkeep as well. Traveled to/Supported/Administered testing sites for TSA.

IS Customer Service Helpdesk: supported Blue Cross Blue Shield of Michigan. Member of Training team: updated shared (among co-workers) knowledge base. Lead member of Queue Management team: worked with BCBSM resolution agencies, to ensure that issues were resolved in a timely manner.

Provided advanced troubleshooting and solutions to customers over the phone. Processed and maintained all records necessary to facilitate shipment of parts, while maintaining sense of urgency on customer issues. Exemplified the highest level of service and professionalism. Empowered to address and resolve technical issues. Attended meetings and completed ongoing training, to keep pace with the introduction of numerous and complex new products.