• Create user-friendly materials and develop written and online supportdocumentation• Proven ability to maintain a 95% or higher Service Level Agreement (SLA)• Conduct monthly inventory checks against ServiceNow reports for in-stockassets• Coordinate network changes, troubleshoot Wi-Fi issues, and provide walk-upsupport.• Support meeting setups and troubleshoot audio/video issues.

• Deployment, end user support, repair, and maintenance of the following hardware and platforms: Window PCs, Mac OS, Mobile devices (iOS and Android), Laptops (Windows and Macs), Printers, Associated peripherals• Acted as the primary liaison with external vendors to resolve complex hardware and software issues.• Managed procurement of hardware and software, ensuring accurate inventory records.• Built, configured, and supported new computer equipment, including creating and deploying images for desktops and laptops.• Responsible for the setup, support, and maintenance of A/V equipment (including video conferencing equipment and software, projectors, microphones, digital cameras, webcams etc.)• Administrator management for Office 365 suite including SharePoint & OneDrive, CrashPlan Enterprise, GoToMeeting & GoToWebinar, Adobe Creative Cloud.• Responsible for configuration, installation, and maintenance of VOIP phones as well as the VOIP management software.• Managed the IT Service Management tool, tracking incidents, asset inventory, and user-related hardware/software• Coordinated with university recycling services to efficiently recycle outdated hardware.• Chapin Hall liaison for outside support to resolve issues with hardware & software problems.• Developed organizational units in Active Directory (AD) and managed user security with group policies.• Diagnosed and resolved technical issues by analyzing symptoms and implementing effective root-cause solutions.

Support and maintain in-house technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading hardware and equipment while ensuring its optimal performance. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance. Implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.Responsibilities· Implemented desktop and server systems that utilize industry best practices to meet corporate objectives.· Deployed workstations, servers, printers, scanners, local firewalls, encryption systems, and all host security systems.· Installed, configured, test, maintained, monitored, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and mobile devices.· Performed on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions.· Responded to service requests by phone, email, remote desktop connections, and in person.· Supported VoIP infrastructure and its’ associated software, call management systems, voice mail, and interactive voice response.· Managed end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.· Front line IT support for employees that are both in office and remote/field.· Managed active directory services and supporting server infrastructure.· Analyzed system, server, application, network, and input/output device performance.· Performed software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.

• Analyzed, troubleshot, & resolved system hardware, software, printing, installation, word processing, email & networking issues• Administered over 30 users; created user accounts & managed access control based on company policies through Active Directory• Installed & configured new office equipment (PC, printer, copier, projectors, switches, etc.)• Installed & supported Windows operating systems & Microsoft Office Suites (XP, Win7, Office: 95, 2007 & Professional 2010)• Worked with vendors to develop quotes to purchase new equipment & software