(Previously: Sr. Server Analyst/Server Analyst/Field Technician/Help Desk Technician) I work to implement new IT systems for the company, support those systems, and enhance their efficiency. This often involves working as part of project teams involving staff from other departments and end users. It requires the ability to manage multiple tasks, meet deadlines, and document progress. My responsibilities are wide-ranging and cover many different areas. In common workplace lingo, you could say I "wear many hats". I work as part of a Tier 2 server/systems team, responsible for maintaining, upgrading, and managing our server and network environment. Another of my responsibilities is to provide advanced technical support and troubleshooting when problems are escalated by our help desk and field technician groups. My current work includes the role of SAN/storage administrator. I possess the EMCISA certification. I have worked with Dell EMC Celerra/Clariion/VNX/Centera/ECS arrays as well as RecoverPoint appliances, Pure Storage flash arrays, and Cisco SAN switches. In addition to SAN/storage, I also administer our Microsoft SCCM environment and assist in managing our VMware vSphere environment. I also have experience managing a Windows Server environment including Active Directory, group policy, and patch management. In fact, I am also the primary individual responsible for patch management. I also have experience with Qualys vulnerability scanning. I recently began working to implement ServiceNow to replace our existing incident and change management solution. As a senior staff member, I have become trusted by management to work without constant supervision and am encouraged to use my experience and knowledge of our systems to assist other staff members when necessary. I enjoy being involved in the design of new solutions and seeing their implementation.

Provided telephone-based technical support to customers for problems connecting to the internet, retrieving email, and other common problems encountered while utilizing the service. My duties also included quoting prices and services over the phone and signing up new customers, and then helping them set up their computers to connect. Required excellent customer service skills.