Provide second level technical supportTroubleshooting calls logged by Service Desk AnalystsMonitoring/Troubleshooting in house applications used and escalating to correct team if necessaryUsing Active Directory to reset passwords/unlock accounts, check users security groups, checking/moving clients to correct OU groups, adding/re-adding clients to domainMonitoring all servers in the live infrastructure via CA (Computer Associates) Software, Gather data about clients in the network, deploying software, remote control, creating asset and inventory reports.Creating file structures for networks shares and applying security groupsMonitoring Daily/Weekly backups preformed using HP Data Protector, creating/restoring backups. Troubleshooting backup issues.Troubleshooting issues on servers and escalating to correct team, installing patches on servers on a quarterly basisExperience using CA remote control software to troubleshoot user issuesTraining new members to level expected within teamProviding support during software deployment nationwideGenerating weekly reportsDocument any fixes/resolutions, daily/weekly tasks which is uploaded to a central location for all team members to access

Provide first level supportSetting up print queues on servers, password resets, account lockoutsTroubleshooting software issues such as MS Office and other in house applicationsTroubleshooting pc hardware issuesLog and follow up on calls received using AHD call logging systemLogging calls with 3rd party vendorsExperience using CA remote control software to troubleshoot user issues

6 Months Work Experience as part of Higher Certificate in Computing in IT SupportTo provide technical assistance to staff and students using college computersConfigure laptops for use on the college wireless networkLog calls received by phone and email using logging management systemAssist students with application such as Word, Excel, PowerPointEscalating problems to senior technicians Disconnecting/Reconnecting PC’s on network