• high quality customer service by speaking professionally to customer’s, with patience and understanding. • On call rotation for after hours support for network, application issues, to uphold a 24/7 uptime. • Monitor all Networks across the US of properties owned by ELS through Orion • Set up extensions in AVAYA as well as support VOIP phone system • Map network drives add group permissions in Active Directory, Create AD accounts • Access end user’s computer’s remotely through Team Viewer and RDP to troubleshoot certain issues with computer systems or software related • Configure Cisco Firewalls and ship to sites • Set DHCP range or Static IP addressing in Firewalls • Configure PC’s to have static IPs when needed. • XenApp Administration • Ticket creation through internal ticketing system. • Troubleshoot/configure Ricoh printer’s, assign a static IP, add to Domain • Add/re-image computer, add to domain, desktop’s with windows 7/windows 8, backup data to network drives. • Support internal application’s remotely/on site • Go onsite to troubleshoot certain network issues • Keep track of inventory, order inventory when needed. In house IT support for Executives as well as internal Employees for Technical issues.

• Ensure high quality customer service by speaking with customers with patience, eager and content to assist • Access end users computer remotely through RC Viewer and Dame Ware to troubleshoot certain issues with computer systems or software related • Ticket creation through Remedy • Customer service principles and processes • Troubleshoot desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications • Set up citrix virtual machines, end citrix sessions remotely from servers • Reset mainframe passwords as well as troubleshoot printing, log in, connection, application issues with Blue Zone /Wire • Install printers from servers remotely • Reset Active directory passwords • End user Nodes and citrix sessions

• Ensure high quality customer service by speaking with customers with patience as well as being eager and content to assist • Access end user computers remotely to install software, troubleshoot certain issues pertaining to computer systems or software related • Solve tickets through service now in a timely manner • Reset, activate, unlock Active Directory accounts • Set up VPN access • Network connectivity • Create end user profiles remotely • Networking printer setups remotely • Outlook account set up • Office 365 • Technical Support

• Ensure high quality customer service by speaking with customers as well as accessing there computers remotely, daily to trouble shoot certain issues pertaining to computer, Viruses, website, outlook email, link issues etc. • Run SQL queries to obtain Database information• Create instructional videos through screen cast to further educate/help customer’s needs.• Conduct Beta testing of new functions and features• Ensure projects, process and protocol were within information security standards.• Manage short sprinted projects• Ensure all systems within different departments are up to operating standard• Implement system updates, maintenance on onsite computers• Create new Outlook accounts as well as Digium phone setup for new hires • Manage on boarding process of new hires from a technical aspect.

• Conducted digital imaging of hardware devices to ensure evidence /data was preserved in a secure manner• Administered computer forensics to investigate root cause of presenting issue• Contributed to a team environment by creating a cohesive culture within and outside departments • Used various application to ensure encrypting of device were within ISO standards• Tested mobile devices and computers to obtain “root” access to further gather information needed for ticket/ case • Worked with and in conjunction with uploading secure information and data to secure web based application • Achieved supervisory level position by displaying invitational thinking, critical thought process and overall leadership qualities• Flash BIOS and fix mother-boards to insure functionality