Duties: Manages one or multiple of the Operations Division’s Intelligent Transportation Systems (ITS). Determines roles and privileges and reviews systems functionality to ensure that configuration of systems matches user requirements. Interacts with various System Administrators throughout the Authority to address concerns as they relate and/or affect the functionality. Provides focused technical expertise and support to User and Super-user groups; assists with scheduling software training for users. Interacts with vendors to ensure appropriate hardware and software requirements are met. Works with hardware and software implementation teams to ensure proper installation. Manages special projects and software implementations as assigned. Practices safety precautions and measures at all times. Performs other related duties as required.

• Provide comprehensive technical support for users involving a wide range of computer software and hardware issues in addition to configuring and deploying new systems, troubleshooting network connectivity, managing user accounts, folder security access and email distribution list. • Develop improved procedures for the complex documentation of time spent on incidents, projects and all procedures including software configuration, software licensing and user account maintenance to further develop ways to improve productivity.• Wrote reports in SQL scripts to analyze help desk efficiency; wrote shell scripts to automatically perform backups on Macs using Time Machine.• Spearhead the successful migration of users from Windows XP to Windows 7 computers and Windows 8 tablets.• Manage all aspects of testing and implementation for Mac OS upgrade projects, completing each element on time and adhering to all strict project requirements.• Demonstrate strong leadership traits while conducting training sessions as part of the on-boarding process for new employees.

• Consistently delivered prompt technical assistance to 2500 users surrounding network access, printing and application software operation. • Configured and supported all PCs and Macs, performing daily backups of desktops. • Performed troubleshooting on complex Client\Server applications, solving connectivity problems between Microsoft Office applications and Mainframe databases. • Supported Microsoft Outlook and solved synchronization problems between Outlook and handheld devices including Palm Pilots, Pocket PC's and Blackberry devices.• Took ownership of several critical maintenance tasks including:o Managing project upgrade 2000 PC's from Windows 2000 to Windows XP.o Upgrading all Windows XP computers to XP Service Pack 2.o Upgrading 500 Macs from OS 9 to OS X.

• Coordinated with Network Administrators to ensure new network infrastructure was ready for Windows 2000; migrated users from Novell 4.11 and Windows NT 4.0 networks into the Windows 2000 network.• Credited with establishing a computing lab to test desktop configurations and to ensure application compatibility with Windows 2000. • Directly responsible for training desktop personnel on the technical aspects of supporting Windows 2000; supervised team members during the deployment of desktop hardware.• Successfully managed numerous technical upgrades in several locations and provided excellent follow-up to ensure users were up and running in a timely manner. Projects included:o At BP-Amoco World Headquarters, migrated 2,500 Win95 users from Netware 4.11 to NT 4.0.o At Castrol Headquarters in Wayne, NJ, I upgraded 700 users from Win95 to Win2000.o At Amoco refinery in Carson, CA, I upgraded 750 users from Win95 to Win2000.