Provides all aspects of videoconferencing / telepresence support including customer-facing call set up and management, end user training, troubleshooting and follow through on escalation of trouble incidents occurring during call. Proactively troubleshoots, assesses, and coordinates equipment and system repair as required.Creates, updates, and resolves trouble tickets.Demonstrates strong, client-facing customer service skills, able to diffuse and control escalated situations effectively while projecting a calm and professional demeanor, even during stressful situations.Communicates over telephone, face-to-face over video or in-person, with end users of all levels up to senior management and technical partners, to assist with diagnosing and repairing audio, video and network issues remotely, in real-time.Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, and Outlook.

● Trained new Air Guard members and contractors on day to day operations.● Part of Quality Assurance team that ensures all procedures are correctly performed to establish asafe and stable work environment.● Maintain, patch and support workstations, servers, and switches.● Maintain specialty networks that support audio and video.● Utilized VMware vSphere to manage and allocate resources to virtual servers.● Develop and maintain Standard operating procedures for known issues.● Identify and resolve problems with software, workstations, servers, routers or switches that couldpotentially hinder the success of the mission.● Monitor system logs on servers and workstations for potential issues.● Kept detailed logs of notable events for situational awareness and future reference.● Create, delete and manage active directory objects such as users, groups and computers.● Managed Equipment custodian account of 559 items worth over 500K comprised of Computers,monitors and print devices.● Acquired over 100k worth of mission essential equipment as a purchase card holder.● Familiar with storage, file management, and file recovery using Backup Exec.

● Perform inspections and maintenance based on time oriented schedule.● Provide detailed documentation of all the write ups and maintenance performed using GO81software● Worked closely in conjunction with specialty shops such as electricians, hydraulic, avionics andmachinist.● Time management and attention to detail are used to thoroughly inspect the aircraft and givemanagement an accurate time-frame for completion of work.● Interpret write-ups or complaints with aircraft and use problem solving skills to correct the issues.