From 2015 onward I was promoted to the L3/Proactive Services/Platform Operations team, taking advantage of the data and capabilities from Nexthink and using that to assist various teams across our support structure. Took our Nexthink implementation from the old Linux based on prem version to the cloud, utilized Power BI & Tableau alongside Nexthink to further customize the presentations of data to our support staff. Created connectivity to & reports blending Nexthink, SQL, Cloud & ServiceNow, Splunk data alongside Teams CQD, created keyword lookup reports to gain enhanced levels of analysis beyond what the CIs in Service Now were providing.Engaged in Data Optimization & formatting/prep, DAX, SSMS to provide understandable and concise reporting. Configured Nexthink's Application Experience for various application areas to generate page load data for their apps.Created and deployed end user interaction Nexthink Campaigns.Created Nexthink Remote Actions and powershell scripts using digital signatures.Engaged in fire alarm calls, participated in daily status meetings. Provided Nexthink training to the IT staff, presented/led in large meetings for knowledge transfer.Created ROI estimates and cost benefit reports for purchases for Nexthink services.Actively shopped Nexthink & its capabilities to various IT staff, one big win involved using remote script actions to find orphaned phone extensions and cleaned up a years long problem in a week.

The highest performing onsite techs were chosen for remote roles where we provided the same support as onsite, but done remotely.

Desktop support for Hartford & Southington campusesProvided 2nd level support & troubleshooting across many lines of business with hundreds of applications. Supported task workers, call center, remittance dept. Became SME for various competencies including Oracle, Toad, MS Office. Managed inventory, performed ticket analysis. High volume and fast paced.

Top level support for 4000+ user network across 137 sites Administer Compaq servers, datacenter SAN Administer Lexmark printers Administer backups using Veritas Backup Exec Administer & Deploy Norton AntiVirus Corporate Edition using central servers Create images for all computers to be distributed using Norton Ghost. Support Windows NT Terminal Server, Citrix MetaFrame & Unix connectivity Assist SMS inventory, testing, troubleshooting, application deployment

Install, support and troubleshoot Synercom’s pharmacy software application running on SCO Unix 5, email systems using Windows 95 / Terminal Server and Citrix ICA; connectivity with central office via Cisco routers Set up back-end Web test environment to test new database development (NT Srv, SQL 7, Site Server Commerce Ed., Transaction Server, IIS) Support IVR (Interactive Voice Response) systems running Red Hat Linux 6.2 Install, configure, and support corporate network with Compaq Servers - NT Server, MS Exchange Server 5.5, MS SQL Server, RAS, file & Print services, Citrix MetaFrame, Windows NT/2000/95/98, running standard suites of applicationsHired in anticipation of a new line of pharmacies for the company, but the deal didn't pan out.

I was brought back to assist with a ticket backlog from the rollout from the previous contract

Support the new Bridge software implemented by various hospitals to provide access to various services using one main loginConnectivity to Netware, AS/400, and NT ServersMS Office, TelnetPart time on weekends

Campus wide desktop / server inventory of all software in a mixed NT/Win95/Mac environment Determine which applications have year 2000 compliance issues Build worksheet to keep track of all applications, issues, and locations to set up deployment of upgrades and patches

Rollout Netware to NT Conversion on a multiple subnet / multiple domain TCP/IP network. Provided network & desktop troubleshooting in a mixed ethernet and token ring envoirnmentMoved users to new groups, set logon scripts and home directoriesConfigure MS Exchange Server and AS/400 connectivity

Assisted in the design and support of server, network and desktop systems. Emphasis on network and desktop troubleshooting with respect to the OSI modelWinNT, Win95/98 & Small Business Server most often used; usually in a single domain model. Set logon scripts/home directories, administered MS Exchange, MS OfficeAs mostly small businesses were supported, an emphasis on fixing the problem was paramount, there was no reimaging computers in this role! Received a lot of great training here.