• Assist Service Desk Manager ensuring the ticketing system workflow is fully developed and utilized• Work with the Lansing IT Development team in support of various SQL databases and application functionality as necessary to resolve Service Desk issues for users• Coordinate/plan for provisioning Lansing Trade Group locations with the necessary IT systems and Telco/internet services• Assist Service Desk Manager in developing new tools to improve quality and efficiency of support to… Show more • Assist Service Desk Manager ensuring the ticketing system workflow is fully developed and utilized• Work with the Lansing IT Development team in support of various SQL databases and application functionality as necessary to resolve Service Desk issues for users• Coordinate/plan for provisioning Lansing Trade Group locations with the necessary IT systems and Telco/internet services• Assist Service Desk Manager in developing new tools to improve quality and efficiency of support to IT system users• Demonstrate excellent communication skills for all levels of management while providing timely follow-up of any requests Show less

• Responsible for support, maintenance, and migration of web-based, client/server, and database applications• Identified application support/maintenance issues and researched opportunities for prevention or automation• Performs root cause analysis on issues and coordinates with application developers to deploy corrective actions• Created and maintained documentation to support processes, infrastructure, configuration, resolution of common recurring issues

• Answer, address and track help desk requests in a timely manner• Provide trouble shooting support and analysis• Administer user logon• Perform technology training for agents and/or employees• Assist in support and development projects. Work may include performing research to enhance efficiencies, analyzing and documenting current systems, assisting with testing and implementation of new technology systems• May also assist in monitoring, setup, repair and troubleshooting of… Show more • Answer, address and track help desk requests in a timely manner• Provide trouble shooting support and analysis• Administer user logon• Perform technology training for agents and/or employees• Assist in support and development projects. Work may include performing research to enhance efficiencies, analyzing and documenting current systems, assisting with testing and implementation of new technology systems• May also assist in monitoring, setup, repair and troubleshooting of printer/faxes/copiers/phone/computer equipment in offices Show less

• Applied operating system updates, patches, and configuration changes for all Windows and ESX servers• Performed routine security audits of workstation and server systems and software• Experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure

• Provide effective and consistent technical support to national and international customers• Set up and configured newly built and/or acquired sites with full network connectivity• Identify and replace or upgrade outdated and inadequate user hardware and software• Assisted in the separation of the ConAgra and Gavilon networks to individually-operating entities

• Provided effective and consistent technical support to in excess of 60 local and regional clients• Researched technical solutions to resolve basic, intermediate, and advanced system issues• Interacted personally with customers, provided brief technical training and assistance• Oversaw upgrade of the Malvern High School network’s infrastructure in its entirety

• Answered help desk calls, providing first level support to Pacific Life employees and producers • Proactively escalated issues on to ensure the timeliest restoration of services • Logged/tracked issues and calls, and documented solutions in Clarify• Provided support and troubleshooting for proprietary Express Navigator software for insurance agents

• Developed software test cases and automated scripts for internet-based business applications• Work closely with development teams to troubleshoot issues, and to ensure proper release management• Built and implemented agile QA processes and practices, including defect and test management• Coordinate efforts between product development teams and offshore enterprise test team

• Provided intermediate level support for network installation services, including access control• Responsible for ordering equipment, the inventory/tagging process and delivering of equipment• Creation of specialized Microsoft Access databases for inventory and work order processing• Perform routine maintenance on network hardware and user workstations

• Provided end-level support and training to technical and non-technical staff• Assisted in the planning and building out of a 1,000 seat call center, including network architecture• Maintained a various collection of servers with assorted operating systems and functions• Diagnosed and resolved system problems including connectivity, security updates and new user training

• Assisted in training of various staff members for new systems, including classroom-based sessions• Implemented a plan to establish call center operations in Omaha, Nebraska• Developed, maintained, and documented system-wide backups for servers and workstations• Responsible for day to day management of a team of Junior Systems Administrators