Duties Include support of both the Department of administration and the department of Public Safety and all divisions included therein. Duties include install, configure, monitor, and maintain networks and monitor and maintain help desk user support or mainframe and server operations. As well as advanced level work and may provide work direction and training to others. Responsible for installing, configuring, monitoring, and maintaining desktop PCs, laptops, PDA phones, mobile hand held devices, servers, network equipment, and peripherals across the entire state of Nevada.

Duties include install, configure, monitor, and maintain networks and monitor and maintain help desk user support or mainframe and server operations. Perform advanced-level work and may provide work direction and training to others. Under limited supervision, troubleshoot hardware and software problems both on-site and at remote locations; test hardware and make recommendations in relation to identified needs. Assist in installing network hardware and software, and provide for data security and recovery as required. Resolve issues involving physical and logical connectivity for multiple, geographically dispersed locations including a large number of end users often requiring assistance with difficult application and data access issues, and ensure compliance with agency security requirements regarding system intrusion/prevention/detection, data encryption.

Provide end-user support within the organization’s desktop workstation computing environment. Support role includes installing, repairing, maintaining, and upgrading computer workstation hardware, software and peripheral equipment to maintain optimal workstation performance and compliance with organizational standards. Provide customer focused end-user support, training and assistance in person, by telephone, or remotely, in a timely and accurate fashion in order to maintain expected customer service levels. Provide support and training to all end users on computer workstation operation, setup, configuration and other issues. Monitor and manage a work queue of incoming requests and provide appropriate customer focused response. Maintain an inventory of all computer workstation equipment, peripherals, and spare parts. Accurately document instances of hardware failure, repair, installation, and removal. Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware and networked peripheral devices. Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products. Conduct research on computer products in support of computer workstation procurement and development efforts. Collaborate with senior technicians and other staff to ensure efficient operation of the computer workstation environment. Perform move, add, and change (MAC) requests as assigned. Assist in identifying future computer workstation needs. Create Users and Groups in Active Directory as well as manage User accounts in Microsoft Exchange.

Support Specialist I and Support Specialist II for Caesars Entertainment.Duties include beginning level shift procedures and provides basic problem determination and resolution and records all trouble situations reported to I.T. Provides beginning level support functions on all platforms including but not limited to: AS/400, PCs, Telephony, Enterprise Networks, NT Server, UNIX and on all applications including but not limited to: LMS, CMS, Events, SDS, Pit Player Tracking, Saflok, Point of Sale, Time and Attendance, and audio and video systems. Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner. Provide first-level support for all systems. Respond to incident and service request tickets and ensure all client/user support requests are handled or escalated in a timely manner.Promoted to Support Specialist II March 2012. Added responsibilities include but not limited to, monitoring and assigning incoming tickets. Supervising Support Specialist I’s on shift and assisting with advanced troubleshooting. Being first level of escalation, to determine if issue can be resolved on deskside level or must be escalated to Market Engineer or higher level support. Lead tech responsible for organizing and implementing moves and special event set ups at properties throughout city.

Petty Officer 3rd Class, Top Secret Security Clearance, Honorable Discharge