Internal IT Responsabilities and Projects:Create, modify and remove AD, Exchange and Google accounts as well as security and distribution groups.Develop and document the new user account creation process.Deploy, manage and troubleshoot all company provided hardware and software.Research and advise on IT software and hardware purchases.Create and deploy system images.Converted a bootable USB & external HDD imaging process into a pxe boot imaging process. Build a pxe boot server from scratch on centos 6.5 using clonezilla to manage the imaging and store images on a windows server 2003 share.Tier 2 Technical Support Responsibilities:Provide remote support via phone and e-mail to customers worldwide for M2M services and devices.First technical escalation contact for resolution of customer technical requests. Coordinates with internal teams and external technology partners, including US and international mobile network operators and mobile device manufacturers.Actively update customer incident ticketing system with progress and adhere to KPIs

Install, maintain, troubleshoot, repair and upgrade all aspects of ERA and Power Dealership Management Solutions as well as Key control systems. Experience with application servers, switches, routers, CSU/DSU modems, PCs, printers, serial converts, fiber converters, cabling and terminations, serial devices, scanners, Key control drawers, and Key control storage units.Prioritize and work trouble tickets. Install, maintain, troubleshoot and repair Cisco and 3Com networking equipment.Install network cabling including Cat 5e and fiber optic.Manage company issued assets including: company van, tools, parts, laptop, cell phone, test equipment, and air card for mobile broadband internet access.

Provided over-the-phone troubleshooting for XP, MS Office, Lotus Notes 6.5x, 300 proprietary applications and standard PC hardware.Performed troubleshooting remotely via Timbuktu Pro and Remote Assistance.Prioritized tickets based on predefined bank criteria.Dispatched Tickets to Desk Side Support and other Provider Groups when necessary.

Created work orders in Track-it for faculty machines/offices for level 3 support.Provided over-the-phone and hands-on support to faculty and students for software, hardware, and networking issues.Slipstreamed SP2 into a non-service pack edition of windows XP for installation on faculty machines and assisted in image creation for installation on desktops/PCs.Scheduled, deployed, retrieved and troubleshot media equipment.