Daniela M. Email & Phone Number

Trenton, Nj, Us

• Maintain working knowledge of Audio/Video technology, LAN/WAN Cisco Network Switches, Active directory, VOIP phones system, mobile devices, data cabling, Windows 10, and Office 365 applications.• Courtroom Technology • Monitor and respond to daily IT ticket requests• Perform installations, configurations, and upgrades of IT hardware/software, and Audio/Video Technology (Skype, Polycom, Scopia, Zoom, and Teams room systems).•Provide Training on Audio Video technologies• Set up and support all Audio/Video •Provide technical support for end user devices (Desktop, Laptop, Mobile Devices, Printers, Docking Station, Peripherals) applications and network access. •zScaler •Administer Microsoft AD tasks using xIDM• Package and Unpackage and transport IT related equipment•Maintain up to date documentation in IT Assets, Audio/Video technology, Endpoint Management• Follow and comprehend technical support documentation, guidelines, policies, knowledgebase information, and workflows. • Participate in Projects or Upgrades which include weekends (flex schedule).

Montclair, Nj, Us

Advanced hardware and software troubleshooting for PC and Mac. Provide technical support to thousands of students, faculty, and staff on campus. Responsibilities and tasks include all of the responsibilities of a Phone Support Technician within the Division of Information Technology in addition to the following: • Imaging Macs and PCs using DEP, Jamf and SCCM Windows 7 and 10 images • Performing piecemeal backups of user profiles, creating full disk images of HDDs using Ghost32, and creating .dmg image backups of HDD's using Disk Utility • Encrypting and Decrypting BitLocker-enabled hard drives • Replacing hardware such as HDD/SSD and RAM • Binding and unbinding computers from the domain using Active Directory • Diagnosing and solving computer hardware and software issues

Montclair, Nj, Us

• Provide Mac and PC technical support for faculty, staff and students by email, phone support, remote support, live chat and walk in support in a timely manner• Utilize Service Desk tracking software to create, update, escalate and close resolved incidents for all phone, email and in person requests, questions or problems• Maintain organized notes and troubleshooting steps in all Service Desk Incidents• Consistently answer the Technology Solutions Center phones and escalate calls as needed via the Service Desk Incident Tracking Software• Responsible for keeping up-to-date on the latest documentation, procedures and policies for the Division of Information Technology• Responsible for following the emergency escalation protocol for system wide outages• Responsible for following the proper procedure for loaning out equipment and software• Training new hires about Policies and Procedures of a Service Desk technician.

Bachelor'S Degree, Computer Science

High School Diploma