• Perform desktop software and hardware upgrades and support existing systems.• Configure, support and maintain servers, desktops, and laptops.• Configure, setup, and support home networks.• Configure, setup and maintain printers and scanners.• Remove viruses, install and configure antivirus software.• Data recovery and security• Wipe hard drives and install and configure new operating system and application software.• Plan and execute equipment moves (office to office and building to building), moving computers, phones, network equipment, and phone switches.

Evaluates and prioritizes incoming online service requests, telephone, voice mail, and e-mail requests from users experiencing problems with hardware, software, networking, mobile devices, remote desktop configurations, and other computer-related issues. · Resolves hardware and software related problems and escalates problem resolution to second level as needed. · Provides prompt, courteous, and professional service to Financial Institutions clients. · Logs detailed activities, tracks calls/requests utilizing an incident management database, and maintains historical records related to problem documentation and resolution. · Functions as a network administrator for our Financial Institutions clients.

• Design, configure, and maintain network, hardware, and application assets.• Build, configure, and deploy switches, computers, and multi-function printers.• Manage all physical IT assets.• Install 7, 8, 10 and Microsoft Office 2010, 2013, and 2016.• Troubleshoot existing assets, resolve issues, document resolution process.• Train end users in all facets of technology.

• Reduced security vulnerabilities by 50 % by performing security patch management on 89,000 workstations with WinXP, Win7, MS Office 2003, 2007, 2010, and 2013.• Analyzed data and reporting from hardware asset management, vulnerability detection systems, configuration management systems and security patch deployment systems to determine vulnerability remediation scope, effort required and best course of action. Documented remediation plan and assessment logic thoroughly. • Provided written analysis of logic to management and other teams engaged in workstation vulnerability elimination.• Executed remediation activities as planned and developed metrics to demonstrate success.• Coordinated with Information Security Assessment Services to close vulnerabilities, correct vulnerability detection logic, and track vulnerability instance reduction.• Engaged with development teams and business line risk owners to explain and frame vulnerability analysis results.• Followed up on remediation plans that have had no response or a response that wasn’t acceptable.

• Supported and troubleshooted network, hardware, and applications for 400+ seat, 2 location call center.• Researched and determined root cause of issues and recommended solutions for desktops and laptops.• Directed and recommended correct resolver teams to work the issues.• Acted as the communication link between the technology department and the business unit.• Built and promoted a stronger relationship between management and IT.

• Assembled, tested, and configured, Lexmark printers for corporate locations.• Led a team that replaced old printers with new Lexmark printers.• Trained end users on functionality of the printers/MFPs.

• Administered and supported Windows 2003 and 2008 servers, Avaya hybrid phone system, Windows XP, Vista, and 7 desktops and laptops.• Supported Cisco switches, routers, wireless access points.• Created users, installed phones and supported Avaya phone system.• Configured, supported and maintained Symantec Backup Exec.• Built IBM servers, installed and configured Windows Server 2008 R2 OS.• Supported and maintained PCs, printers, scanners, copiers.• Supported 60+ users between St Croix Falls and Luck facilities.

• Supported and troubleshooted network [LAN/WAN and Cisco equipment(Catalyst 2900,3500&3700 series switches; 1700&2600 series routers)].• Maintained and troubleshooted Windows 2003/2008 Server and Microsoft Exchange environments, Active Directory, HP and Dell desktops/laptops (Windows XP Pro, Windows Vista, Windows 7 and Microsoft Office 2003/2007), HP and Ricoh printers for both internal and external clients.• Managed customer backups utilizing Symantec Backup Exec.• Performed on call field service on above mentioned equipment to multiple clients.• Assisted Help Desk support 15 clients with up to 1500 users, remotely using RDP, Telnet, SSH, Xshell, Cisco VPN, Dameware, and recorded case tickets in Microsoft CRM.• Migrated clients to Windows Server 2003/2008, Exchange 2003 and Citrix XenServer hosted environment, redesigned switch closets, designed and supported collocation data center housing HP, Lefthand, and Cisco servers; Cisco routers, switches, and firewalls.• Supported Cisco IP Telephony systems utilizing Cisco Call Manager and Cisco Unity Communications.• Configured and installed Cisco IP Phones. • Strengthened customer service relationships with clients using good communication skills.• Tracked soft assets for clients using Cisco Support, Microsoft eOpen and MyCitrix websites for support contract and licensing renewals.• Managed purchasing process, from creating customer quotes in Microsoft CRM to turning those quotes to orders and purchase orders then ordering and receiving the product to final deployment of product.• Tracked physical assets for client equipment life cycle replacements using Microsoft Access.• Managed vendor relationships with good research and telecommunication skills.

• Maintained network servers, PCs and peripherals, (installation and configuration of software including: Anzio, MS Office 2000, Oracle, and Lucent CMS) for 200+ end users.• Provided support for Avaya Definity phone switch, (installation, configuration, and maintenance of phones and switch using Definity Site Administration software).• Supported LAN/WAN, (Cisco 1700 series routers, 2900 series switches, and 3Com switches).• Onsite support for Oracle CRM application.• Supported MS Exchange Server 2000 and mail client for 200+ users.• Planned and managed multiple projects, (including migrating all PCs from Windows 98 to 2000 and merging 2 call centers together), also managed backups using Veritas(Symantec) Backup Exec.• Installed Windows 2000 and XP, Office 2000 and XP, CMS v8 and v12.• Created support documentation for software installations, migrations, and upgrades.• Documented support resolutions in Track-It management software.