Maintained the computer system of organizationProvided end-user support, resolved technical issues and provided technical assistance for all operating systemsProvided remote support through phone or end-user via phone Set up new hires with equipment and appropriate access to the organization’s system via Active Directory / Office 365 Performed maintenance of the business software applications Implemented, installed, configured, monitored, troubleshoot and evaluated existing and new operating systemsConfered with database programmers, analysts or other system administrators Advised technicians who are involve in diagnosing and correcting systems related to failures and performing system management and determines logical solutionsMonitored IT ticketing system and provide trending and metric details to IT Management, utilizing Information Technology Information Library (ITIL) v3 and analysis skills Ensured all systems hardware and software remain compliant with Port Houston information technology standards and related processes Performed computer programming in support of service desk application, Active Directory, Microsoft, and smart phones and/or devicesNetwork and wireless connectivity issues and resolved where possible Supported mobile devices used throughout the Port handhelds Contributed to the on-the-job training and development of other Service Desk team membersProvided recommendations to IT Management for purchase of systems hardware, software, and printing standardsMaintained status of inventory and input received items into Manage Engine Plus Inventory SystemAssisted the IT management in refining and documenting Port Houston IT Service Desk processes and procedures, gained through analysis of current and historical cases inside the systemActed in accordance with Port Houston core values (respect, excellence, accountability, and diligence.

• Responsible for the care and maintenance of all Information Technology assets which included desktops, Laptops, IP phones, cell phones, servers, storage appliances, printers, etc. • Ensure proper operation of network and data security systems by monitoring and maintaining systems in accordance with established standards.• Perform systems administration and maintenance by creating, updating and maintaining user and group system access.• Create new user AD and Exchange/365 accounts.• Perform systems backups and maintains backup media.• Create and maintain workstation images by installing and updating user workstations.• Maintain current and tested documentation to include a current disaster recovery plan.• Assist with the design, development, modification and documentation of systems policies and procedures.• Ensure all Help Desk issues are resolved, followed up, and closed

• Delivers at a high level of competency in complex technical support of computer and other technology issues for the Nutrition Services Office.• Strong customer service skills are needed in addition to technical aptitude.• Performs onsite technology support in schools cafeterias and Nutrition Services Office.• Coordinates communications with impacted staff regarding any software maintenance and small repair activities at assigned locations.• Assists peer technology teams with assessment of technology hardware and software needs, techniques and procedures when consulting with users to determine hardware, software or system functional specifications.• Responsible for administering technology products and applications which may include upgrades and patches.• Identifies opportunities for improvement in technology, functionality, and/or performance; researches options; and makes recommendations for changes to the Manager.• Ensures customer service and satisfaction is priority and works diligently to provide reliable, quality, and measurable service by all staff members.• Works closely with staff in other offices to support the SCS technology vision and strategies.• Performs other duties as assigned.• Ensure all Help Desk issues are resolved, followed up, and closed

Ensures proper operation of system servers and infrastructure by monitoring and maintaining systems, performing system backup, restoration and maintenance. Researches, tests and installs systems software and hardware, and provides support to overall help desk function.

• Deliver service and support to end-users using automated call distribution phone system and remote access to POS computers within the organization• Interact with customers to provide and process information in response to inquiries, concerns, and requests about IT related problems and services• Diagnose and resolve technical hardware and software issues involving the POS system, LAN network connectivity, internet connectivity, extranet system, and other organizational hardware and software system• Install and configure computer hardware operating systems and applications• Operate and effectively communicate under pressure with franchisees/employees within the store as well as with other departments within the organization • Accurately process and record call transactions in the designated tracking software• Redirect problems to appropriate resource• Replaces parts as required under warranty replacement program or chargeable parts from the IT inventory system• Researches required information using available resources• Ensure all Help Desk issues are resolved, followed up, and closed

• Supported and maintained company printers and all computer systems• Responded to service outages and other related issues• Supported a wide range of remote users • Procured, configured, installed, supported, and maintained company IT infrastructure ( including servers, storage systems, backup systems, and local network hardware)• Planned and implemented network infrastructure at remote locations • Network monitoring and troubleshooting (Cisco Switches, Routers, hubs)• Provided all city departments with technical support (all desktop and laptop PC’s, printers, scanners, and cables)• Designed, developed, and maintained an imaging environment which provides maximum automation for loading images and network wide updates as well as major computer systems such as the IBM iSeries• Performed Device collections for software packages using SCCM, and verify correct system operations• Ensured liability of computers, peripherals and related equipment by evaluating, diagnosing and repairing.• Supported a wide range of remote users • Maintained security, document resources, and performed other related tasks.

Sr. Remote Desktop Analyst

Help Desk Lead resolution of PC issues remotely.