• Experienced IT Team Leader possesses excellent leadership skills and a highly analytical focus. Good communication skills and an exceptional ability to multitask allow for skilled delivery of IT solutions.• Maintain a thorough understanding of IT Services’ organization and service offerings to identify how best to address end-user technology needs and incidents•. Under direct supervision, provide after-hours service for escalated issues from the National Help Desk or supervisor.• Assist with the deployment of hardware and software to clients (including the installation, configuration, and testing of basic firm hardware)• Assist with new hire processing (account requests, verification, basic equipment configuration)• Perform basic software troubleshooting and hardware triage support• As directed, assist with the equipment and set-up for conference/meeting facilities. Assist with the off-site backing for client functions/meetings•. Handle minor administrative functions such as moving and delivering equipment to clients. Perform administrative tasks, such as changing passwords. Handle little functions such as moves, adds, changes, etc.• Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses. Process firmwide requests for software and documentation. Track software licenses to ensure that the firm does not violate its agreements and work

Responsible for performing a wide array of onsite problem determination and resolution processes of desktop hardware and software by means of system administration, hardware maintenance, repairs, software installations and general configurations and support. Have knowledge of support procedures for many applications including PCs, laptops, office phones, and mobile devices. I also have the knowledge to perform IMAC, IMACD, SAP activities. I work with a deskside team of highly trained professionals to provide the client with optimal business results. Tasks included but were not limited to desktop, laptop, phone, IPad, and printer break/fixes. Experience in deploying software through EPO and SCCM. 3 months experience in SLA/QA management with Remedy and Service-now ticketing systems.

Technical Support Specialist Phone, email and chat support for customer facing web and client-server applications. Maintained high quality standards and attention to detail. 2 months experience in SLA/QA management with Remedy and ServiceNow ticketing systems Interfaced with development, quality assurance, business units, and Level 1 customer support groups to troubleshoot technical issues and ensure complete and expedient resolution of issues. Monitored ticket queue for open service requests and made required responsible for performing a wide array of onsite problem determination and resolution processes of desktop hardware and software by means of system administration, hardware maintenance, repairs, software installations, and general configurations and support. PCs, laptops, office phones, and mobile devices and will be required to not only perform IMAC activities but work with a deskside team of professionals to provide the client with optimal business results. Callbacks to assigned customer tickets. Performed project work, advanced technical troubleshooting, research, and analysis. Helped with Technical Documentation writing for KB articles.

Installed/Replaced Toshiba POS equipment at various Walmart locations. Replaced printers, scanners, and computers. Performed break/fixes as needed.

Linux Server:Setup, configured and networked a DNS, Web, NTFS, and Samba server with up to 10 other hosts and users. Directory Concepts:1Designed/planned network topology in a 4-man team for a small business including pricing all the equipment. Including but not limited to: routers, switches, computers, printers, cables, connectors, checks, paper, and credit card readers.Assisted with re-imaging 100+ lab computers in 4 of the Nielson hall labs. Directory AdministrationDesigned and implemented an active directory and novel e-directory for a small company. Server-ConfigBash, Login Scripts, e-directory design and implementation over a small company. Setup a company web server, MySQL database, Implemented Orangehrm, SugarCE, and Joomla. Created and added multiple users over multiple departments with e-directory with restrictions and login scripts designed to only allow users access to what they needed to on the company network. Windows NetworkingSysprep and pixy boot to prep a server and workstation image for distribution over a network to image virtual workstations and computers. Netwok Plus Advanced PC Concepts Cyber Law and Ethics Information and Storage Management(EMC) VMWare VCP Network Security Basics Network Defense $ Remote Access Configuration Wide Area Network Basics Network Attacks: Detection, Analysis & Countermeasures LAN Administration CCNA Cisco 1 CCNA Cisco 2 CCNA Cisco 4

• Provided customer support over both phone and email by using both Task Contact and Mailflow/Vsinetic. On average there are 48 - 50 calls resolved per day. • Resolved Technical related issues including navigation, connectivity, compatibility, and general product knowledge. • The minority of calls related to sales duties include placing orders and provided suggestions on which product best suited the consumer or preparer’s individual needs.• Provided assistance in a scripted pre-resolution introduction Windows environment

• Provided customer support in building and maintaining client’s computer systems in the south eastern Iowa area.• Included but not limited to the setting up, repairing and maintaining networks and computers for home users and the small businesses in south eastern Iowa.• Tailored systems to the needs of the client whether they are a small business or a consumer. • Experienced in Data Recovery and repairing damaged desktop and laptop hardware.