• My Primary responsibility with CORE was spent supporting their continued expansion and growth, including their expansion into theMichigan Market.• Responsible for managing all Network, Server, Applications and the Service Desk within the Information Technology Department.• Maintain and manage all Servers and virtual environments such as Citrix, Vmware and Hyper-V.• Provide both onsite as well as remote IT support to CORE Associates.• Maintain and manage the network infrastructure throughout all locations and at IO Datacenter in Scottsdale, AZ.• Maintain and manage all Applications such as GE CPS, Merge Office PACS, Nuance Dragon 10.1 and Network Edition, DocumentManagement.• Responsible for providing all new employee orientations and training.

• Responsible for maintaining all aspects of Information Technology as it relates to the Organization.• Most of my time with the Phoenix Rescue Mission was spent on the construction of a new facility, which is now the main location ofthe organization’s state of the art Data Center.• Maintain and manage all Servers.• Maintain and manage the network infrastructure between three locations.• Maintain and manage the Nortel/Avaya Phone Systems.• Manage all vendors and contractors.

• Provide global internal and remote user support for all hardware and software on Dell desktop and laptop systems.• Responsible for scheduling and performing PC upgrades with JDA Associates internally as well as virtual.• Create and deploy images to PC’s using Symantec Ghost.• Research and assist with implementing new technology to streamline and reduce the cost of Technical Customer Support, whilekeeping and improving on the service and satisfaction delivered.• Create daily opening and closing reports on all Data Center Servers globally.• Image new desktops and laptops based on the customer’s needs, and deliver in a timely manner.2• Assist the Server Administrators with server setup. Primarily Windows Server 2000/2003/2008. Assist with racking and un-rackingservers. Also assisted with running and terminating network cables and fiber.• Provide support and monitoring of servers locally as well as globally with the use of tools such as Remote Desktop Console,SolarWinds, and ServersAlive.• Became a Dell Certified Technician for Desktops, Laptops, and Servers within my first 6 months of employment at JDA.• During On-Call rotation, provide 24x7 global user support. Monitor all servers and networks. Respond and report any issuespromptly. Escalate any issues that may be beyond my control. Contact the appropriate vendors whenever necessary. Provide dailyserver and network status reports to the rest of the department. Manually run any server backups that may have failed, and providereports on all backup processes.

• Responsible for performing all system hardware and software upgrades. Built several workstations to be used throughout thecompany.• As Project Lead, I was able to apply my skills and abilities to streamline several of our processes and procedures. I built andconfigured an image server that houses all of our PC and Laptop images based on position description. Also built and configuredour application server.• Provide technical support to over 100 remote users. This support includes troubleshooting connectivity issues relating to VPN, CitrixAccess, and our eBusiness web support, as well as laptop, printer, or any other hardware issues the user may have.• Implemented the use of a remote control tool to allow for better and faster resolution.• Responsible for providing technical support to our Agents and Policyholders that access our Company Web Site. I assist with issuesranging from User ID and password problems to actual web application support and training.• Attended numerous training classes and seminars during my employment to help keep me informed of the latest technology.• Responsible for obtaining bid proposals for new system and software purchases.• Provide hardware and software training for our various types of users.• Vendor management is a key responsibility we have as Tech. Service Specialists. We maintain, and are continually evaluating severalcontracts with Vendors such as Xerox, HP, and Gateway to name a few.• Responsible to maintaining all software licenses and agreements to make sure the company is always in compliance.• Communication is key when providing excellent customer service. As a Tech. Service Specialist, not only do I provide desk-sidesupport, but phone, email and remote control support.• Work directly along side our Network Administrators with maintaining and installing network lines and switches as well as fiber.