Brooks Light Email & Phone Number

Lemoyne, Pa

Shiremanstown, Pa

o Served as Level 3 support and local Team Leado Admin level support Windows Servers, Office 365, and network deviceso Technical support for all hardware including desktops, laptops, peripherals, and mobile devices.o Created “How to” guides for local users to reference for small issueso Configuration, installation and purchasing of all user hardware including desktops, laptops, peripherals, and mobile devices. o Technical support for all hardware including desktops, laptops, peripherals, and mobile devices.

Remote

Harrisburg, Pennsylvania, United States

o Configuration, installation and purchasing of all user hardware including desktops, laptops, peripherals, and mobile devices. o Technical support for all hardware including desktops, laptops, peripherals, and mobile devices.o Active Directory administration: Managed user creation/deletion, rights, groups, and email addresses. Maintained distribution lists and contact lists as requested.o Conference Center management: Audio/video equipment support for meetings and conference center. Maintained conference center AV and computer equipment. o Corporate VoIP Phone administration: includes configuration, installation of phones, management of features, user training.o Content Central administration: Catalog and document type creation, assign appropriate departmental permissions, audit uploaded document formats, provide user training. o RSA security key fob configuration and distribution to users. Maintenance of configuration and renewal of key fobs.o Office 365 spam filter monitoring: Assist users with blocked, missing, or problematic email flow. o IT Operations Manual: Maintained accurate and current documentation on all software installations and procedures.o Maintained and managed employee cyber security and phishing training program

Newville, Pennsylvania, United States

o Managed critical projects in response to COVID-19, including installation of thermal camera systemso Hosted weekly meetings with enterprise IT Analysts about their local experiences and issues to duplicate successful processeso Established and maintained a vendor relationship with key supplierso Opened 12 locations with IT infrastructure and design: 5 in US, 7 in Ontario, Canadao 2 direct reports to whom I would oversee payroll, expenses, travel, o Primary Desktop Support for 10 designated facilities in Pennsylvania, Ohio, Virginia, and Georgiao Ensured user satisfaction through timely and effective phone response to all computer inquiries, complaints, and problems; focal point for first line problem reporting and follow up; utilize and maintain automated Help Desk tools; assign and monitor status and resolution for all reported computer or network problemso Procured needed equipment for IT analyst positions across the enterprise.o Eliminated purchasing of nonstandard IT items across the enterpriseo Maintained production related computer equipment such as barcode scanners, tablets, and computer terminals o Maintained ownership of issues and manage customer relationships to engage all of Technology Solutions in the current problem resolution process o Reported on call and ticket volumes and trending including feedback o Assigned tickets to IT Analyst groupo Understood customer needs and technician’s needs, and work as a liaison between the groups o Continually strived to improve customer relations by handling issues in a professional manner o Conducted regular status calls and inbound issue routing o Provided reliable and timely support of problem and change management including processing incoming problem reports and change requests and scheduling approved changes to minimize the impact on resource requirements; assure proper implementation of weekly production changes using procedures and methods available and document problems as required

Harrisburg, Pennsylvania, United States

o Triage incoming tickets through Remedy System.o Tier 3 Support for PC and Mac, including providing high level of technical support involving troubleshooting desktop issues, MS Office, VPN, and in-house developed software applications.o Lead team for limited roll out of Microsoft tablets.o Contact person for PennDOT in PEMA.o Created documentation for support and general application in SharePoint.o Continued communication and follow up with vendors.o Responsible for creation of workstations and test users in Active Directory.o Migration of users from Win XP to Win 7.o Lead role in testing of Windows 8 and 8.1 in PennDoT environment.o Created technical documents for reference in knowledge base.o Deployment of Win 7 OS using SCCM software deployment tool.o Patching of user’ laptop and desktop using SCCM software deployment tool.o Documenting Work Instructions and support guides.

Harrisburg, Pennsylvania, United States

o Instructor for 3 different classes for nontechnical students.o Intro to Microcomputerso Windows 7o Microsoft Office 2010o Created PowerPoint presentations for lesson plans.o Assisted students with projects related to classes.o Implemented study guides for students. o All 206 students in my classes passed the courses. o Current member of Course Advisory Board.

Landisville, Pennsylvania, United States

o Provide technical support for all departments including manufacturing and administration.o Roll out of new desktops.o Assisted in creation of Citrix ThinClient Environment.o Created knowledge database for technical reference. o Provided Tier 2 support for end users.o Assisted in technical planning and execution of setup for additional building including network and VoIP.o Created documentation for support and general application in SharePoint.o Continued communication and follow up with vendors.o Responsible for creation of workstations and test users in Active Directory.o Migration of users from Win XP to Win 7.o Created technical documents for reference in knowledge base.o Documenting Work Instructions and support guides.

Grantville, Pennsylvania, United States

o Desktop and printer support for administration, casino, food and beverage, off track betting, and racecourse information technology.o Concentration in food and beverage and casino support.o Support for in house and industry specific software, voice over IP, mobile technology and printer support.o Created how-to guide for critical application support in areas of expertise.o Managed Micros Management Systems for food and beverage. o Responsible for Active Directory for adding new employees and workstations.o Managed access and control for SharePoint within casino.o Migration of users from Win XP to Win 7.