• Set up, install, upgrade, maintain, troubleshoot, and modify PC/server/network hardware and software. • Provide support to end-users on a variety of issues such as PC desktop or laptop, mobile devices, software installation, software customizations, software and/or hardware failure analysis, printer support, PC peripheral support. Document work performed. • Provide onsite and offsite backup software/process support/troubleshooting. • Troubleshoot operating system problems (Windows Server 2008,2012,2019 Windows 10. Linux). • Troubleshoot local area network and/or wide area network connectivity issues. • Support and troubleshoot Cisco networking, routers, switches, VLAN’s issues. • Troubleshoot and manage Mitel VoIP telephony system. • Setup, manage, and troubleshoot Active Directory logins, policies, Office 365 including email accounts, and other AD integrated systems/services.• Helped stand up a complete Cybersecurity policy for PBWDB. This included writing policies and verifying procedures and activities. This required numerous stakeholder and executive meetings with the State of Texas and PBWDB executives, and the formalization, adaptation, and implementation of the policies & procedures. • Installation and other in-house and TWC agency applications. • Provide support to the domain environment, group policy, DNS, DHCP, WSUS, TCP/IP. • Perform SCCM/MDT/WDS/PC imaging and software deployment. • Document network process, architecture, policies, and procedures and develop knowledgebase articles using SharePoint.• Drive production and development of new tools and systems to bring legacy tools and systems into the present, and to increase efficiency and productivity. • Backup to Chief Technology Officer

• Backend website development including SQL and database management. • Created, and still maintain, InvoiceBin – a website that allows small businesses to archive and log all orders placed, along with their invoices and quotes, in an online searchable database. http://invoicebin.friendlycc.com • Created, from the ground up, a website app that would allow Window World employees to fill out customer order forms in the field, have the customer sign the form on a tablet and then the app would email a PDF to the home office and to the customer. This web-app is self-contained in that the owner of Window World can administer the web-app without the need for an IT department. She or he could also sell seats on the web-app.

• Monitor and maintain over three thousand systems in our remote management dashboards. Create reports and proactive and reactive strategies for all issues and alerts. • Go onsite to various companies to assist them with any computer issues they are having. This requires travel to other cities occasionally. • Perform diagnostic tests on computers to narrow down the possible causes. • Notify customers of issues and repair options and receive authorization from customers to complete work. • Complete all in-shop work on these and other computers that are brought in by outside service techs for other companies. • Utilize remote desktop programs as needed to work directly with the customers and identify the cause of issues and resolve those issues. • Install and configure a Windows Server with a virtualized Domain Controller and File System server on it. • Setup Active Directory objects and managed user accounts, group policies, etc. (password changes, new users, etc.) • Setup and manage Exchange email for companies (desktop and mobile). • Install backup software and monitor those backups. • Install our Managed Service products on Enterprise systems for companies and corporations and monitor those. Utilize shop tools to correct and manage those services. • Perform all company ordering – This includes all product research, customer needs, and budgets, competing prices, managing internal pricing, product warranty purchases and returns, vendor relations and communications, managing internal QuickBooks entries, and tracking purchases. • Create, design, and manage internal invoicing website and company website. • Manage company ticketing system. • Meet customers at the front desk and prepare reports of issues for use by repair staff.

• Provide customer service in an inbound call center to AT&T Uverse customers.• Provide support for the 2wire Residential Gateway and IPTV receivers.• Provide level 1 tech support for HSIA broadband including wireless troubleshooting, broadband analysis and internet connectivity.• Provide level 1 tech support for IPTV services and troubleshooting.• Schedule appointments for field techs to be dispatched to customers premise.• Escalation of some customers to the level 2 support.• Coordinate with coworkers and supervisors with troubleshooting documents, dispatches, escalations and basic customer care.• Stay up-to-date with support information including weekly knowledge testing.• All calls monitored to insure proper customer care was performed. Monitor scores must remain passing or better.• Continuous training courses provided and taken to stay current and proficient.

• Supervise and train Employees.• Order and maintain inventory.• Provide retail customer service.• Ensure accurate book-work and invoices.• Provide day close and shift close money counting.• Maintain the highest level of store appearance and customer appreciation.¬

• Provide Onsite workstation support for Call Center Operations. • Install, configure, and maintain NT Workstations in an enterprise environment. • Second level desktop support. • Provide training to bank personnel on Bank of America core software. • Maintain, configure, and troubleshoot all agent workstation software and hardware. • Proactive monitoring of network environment performance and activities for minimized downtime. • Created and maintained numerous Lotus Notes databases for use by all On-Site Support teams. • Created a program to remotely check all workstations on the network for on or off status and for proper code after a code drop was completed. • Installed and configured CPU and memory upgrades, Compaq Remote Incite Manager boards and Dual NIC cards to the center’s Compaq Servers. • Re-racked and re-wired those servers for consolidation purposes and tested the network for proper operation after completion. • Provided support for the LAN/Wan team: Carried the 911 pager when they were off site for emergency reasons and performed the tape backups. • Received extensive hands-on training from the LAN/WAN team during my employment at this position.

• Installed, configured, supported and implemented the Rio Rancho, Bank of America Call Center for Direct Banking.• Installed, configured and supported a variety of software and hardware packages.• Consultation and implementation of client/server solutions.• Migrated various Legacy systems to client/server technology.

• Relocated an off-site engineering network to an on-site building. This required cabling, patching, relocating systems, adding network support and upgrading system software.• Maintained user access to the school network• Provided training for students on various software required for class projects.• Provided end user support for a variety of both software and hardware needs.• Supported Windows 95, Windows for Workgroups and Windows NT server and workstations.