As a Technical Support Engineer for NiceinContact Premise solutions I take issues that have been triage by our Tier 1 group, then sent to our Teir 2 group and if they are not able to determine the issue, I step in and ether help the Tier 2 engineer with the solution or take it and fix it myself. I am given complex issues that deal with more than our software. I have to do server administration, network administration, customer service, and a liaison between the customer and our development team. I also administer our VMware lab that hosts over 20 servers and 1 AD Domain. I also create PowerShell scripts to help with things as easy deleting files to as complex as doing updates to a SQL Database. I have consistent skills in most all IT areas. I am ask to be a trainer and knowledge base expert for our software and have been asked to be a lead role while our mamager is out.

3rd shift Lead Tech responsible for troubleshooting PC, Printer, and Network issues.Work in network closet to resolve switch and wiring issues.Work with client to resolve AS400 issues in the Bally’s SMS and CMS systemsActive Directory work with Users, Groups and Computers rights and setup.Hardware setup and troubleshooting with Dell and Lenovo Desktops and LaptopsMonitored 10 different casino systems to make sure no outages are experienced.POS System Micros support for 30+ devices.Cisco IP phone support for 100+ devices