• Provides user and administrative support for IT systems, applications, and infrastructure by providing technical guidance for IT related issues and queries.• Participate in projects or teams and directed by the Manager/Supervisor.• Developing a working knowledge base of department specific applications.• Identifying opportunities and recommend solutions for improving service, efficiency, and effectiveness.• Oversee day to day operations as well as lead, manage, and train the IT operations team.• Provide project management for implementations and role-outs.• Contribute to meeting the departmental key performance indicators.• Identified daily tasks and delegated them through effective communication to individualteam members based on their ability.• Ensure that all reports/data related to each team member’s performance (metrics, pay, etc.) are complete and accurate.• Provide input/insight to the team on how to improve performance through process improvements, action plans review, etc.• Work closely with the Global Infrastructure IT Operations Director todetermine the IT maintenance and growth needs of the company.

• Work independently to resolve mid to high-level technical issues. Support involved included offsite, onsite, and laptop deployment• Document, track, and monitor all service request activity and communications using ticket tracking system.• Prioritize and escalate service requests as required to ensure timely resolution and customer satisfaction.• Develop and maintain documentation on all procedures related to support, administration, and maintenance of technology systems.

• Installs, modifies, and makes repairs to personal and commercial computer hardware and software systems.• Installs new software releases, systems upgrades, evaluates and installs patches, and resolves software related problems. Performs system backups and recoveries.• Maintains, analyzes, and troubleshoots network infrastructure. Monitors network usage and performance.• Monitors and maintains a library of over 350 different computers across 50 separate clients using program titled Safeguard Managed Services.

• Project 1 – Replacement of on-site router, installation of router in network rack, rewiring for router, modem, and broadband backup. Package up old equipment for shipping out.• Project 2 – The scope of the project involved replacing the UPS and POD unit mounted in the network rack. After installation, rewiring for switches, POD, UPS, server, and router took place.