Support offices across the United States detecting and diagnosing complexissues on all software, hardware, and network systemsAssist in the management of two data centersTroubleshoot hardware, software, operating systems, network settings,telecommunications, database issues, and in-house proprietary WholesaleAgency Management SystemPerform new user setup in Active Directory and all other required systems;terminate users in a timely mannerAssist in creating standard computer images based on rolesEvaluated current new hire and termination process and developed new,streamlined process to ensure timely additions/deletions with minimal errorsAssist in integrating systems as a result of acquisitionsUse Kace to deploy new images and install various desktop software packagesAssist users with setup of BlackBerry’s and Active Sync mobile devicesUtilize VNC and Bomgar to provide support to remote usersDocument problem, troubleshooting steps, and resolution in customerrelationship management softwareRecommend performance improvement projects to streamline processes andgain efficiencies; evaluate new technologies and systemsWrite and revise technical documentationProvide excellent and proactive customer service

Provide 1st, 2nd, and 3rd level application and hardware support to over 100 field and corporate locationsAreas of Expertise:• Desktop Support: Workstations, Laptops, BlackBerry’s, printers, and MS Office support.• Active Directory Support: Password resets and access modifications.• Peoplesoft ERP Platform Support: Inventory, • Sales/Distribution Application Support: Dispatch and Routing Management, Cashiering, Fleet Management, Vending, Voice Pick, MS CRM Sales Support• Sales Hardware Support: Sales and Delivery Handhelds, Voice Pick printers and Scanners• IT Operations Support: Storage Backup Monitoring, Application Process and Server Monitoring, Database Job Monitoring• Network Support: WAN/LAN Outage Management and Monitoring. Local Access Point Monitoring.• Reporting Support: Cognos, Impromptu, and Powerplay Reporting• Remote Access Support: Cisco VPN, Citrix