#1 Mentorship counselor tasked with explaining the full details of the HIM500 Recession Proof program. Closed well over $2,500,000 in sales in my tenure and assisted in training new sales team members on creating a successful sales process to follow to achieve and exceed their required tasks and goals.

Plans, develops, installs, troubleshoots, maintains and supports operating systems and associated server hardware, software and databases ensuring optimum system integrity, security, backup and performance. Works with vendors and a variety of users to optimize systems in order to increase user productivity and efficiency. 1. Follows appropriate change control procedures when making system changes. Change records are submitted well in advance whenever possible and include relevant detailed information.2. Maintains operating system-level software to highest security and fix levels allowed by vendor's certification of application software. Systems are maintained in an audit-ready state and are upgraded to latest stable releases.3. Monitors systems performance by collecting and analyzing data using a variety of tools. Recommends and/or implements tuning measures to optimize performance if needed. Works effectively with co-workers and vendors to isolate and resolve system problems. Monitors server backups daily for trends, missed files/folders, or any discrepancies and works to resolve any problems. Works with vendors and Security Team to establish user accounts and ensure which users can access system applications and what directories can be accessed by user.4. Serves as backup to the Storage Engineer and Computer Operators responsible for the day-to-day operations and monitoring of the environment. Participates in the on-call rotation assisting in resource provisioning and troubleshooting.5. Writes and modifies file transfer automation scripts and TSM macros. Scripts include comments regarding purpose, change history, and any special considerations.Knowledge, Skills, and Abilities RequirementsExcellent analytical and communication skills. Ability to work well in a team environment. Demonstrated ability to successfully manage multiple tasks simultaneously. Highly responsive to internal customers.

Under general supervision, provides intermediate or advanced technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. Clearly communicates technical solutions in a user-friendly, professional manner.Primary responsibilities include providing desktop hardware and software support in a MS Windows based environment. Description of Duties1. Takes lead role in organizing and monitoring training for new Help Desk employees. Works with management to assess readiness of new hires to independently execute job duties.2. Takes lead role in handling day-to-day operations tasks for Help Desk staff. Works with management to address staffing needs and handle coaching concerns.3. Assumes responsibility of reporting on HD metrics and key issues and ensures that they are completed in a timely manner.4. Provides intermediate or advanced level support to all callers of the Help Desk. Promptly responds to general customer requests for assistance in installation, maintenance, and training of all products and services provided by ISD. Provides initial technical support and analysis in an effort to resolve problems/concerns and issues. Follows-up with requestors, ensuring customer satisfaction.5. Assumes responsibility for resolving more complex issues, serving as a resource for other Help Desk staff by prioritizing, documenting, and actively resolving customer issues, escalating reported incidents, and functioning as liaison with management and others to resolve issues.6. Ensures the customer is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket.7. Documents all requests, problems, and resolutions.8. Maintains inventory of equipment and supplies, ordering as needed.

Primary responsibilities include providing desktop hardware and software support in a MS Windows based environment. Software support includes Windows XP and Windows 7, MS Office Suite, MS Exchange, Internet Explorer and other business and hospital applications. Hardware support includes a wide range of desktop computer related equipment including Lenovo and Dell PCs, tablets, laptops, HP laser printers, Zebra label printers and other peripherals.Must be well organized, technically oriented and have strong customer service skills. Ideal candidate will have 2 or more years of experience in desktop hardware and software support in a fast paced environment.Description of Duties1. Provides first level support to all callers of the Help Desk. Promptly responds to general customer requests for assistance in installation, maintenance, and training of all products and services provided by ISD. Provides initial technical support and analysis in an effort to resolve problems/concerns and issues. Follows-up with requestors, ensuring customer satisfaction.2. Follows appropriate procedures to initiate escalation when a known resolution cannot be identified. Routes unresolved issues and requests for assistance to appropriate staff and ensures an appropriate and timely resolution is reached.3. Ensures the customer is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket.4. Documents all requests, problems, and resolutions.5. Maintains inventory of equipment and supplies, ordering as needed.Knowledge, Skills, and Abilities RequirementsExcellent communication skills.Ability to work well in a team environment.Demonstrated ability to successfully manage multiple tasks simultaneously.Highly responsive to internal customers.

• Manage and maintain the SolarWinds application• Assist in network infrastructure upgrade and refresh• Tier 2 response for network issues fielded through the ITS Department Help Desk • Continued support and maintenance of campus systems via live interaction or remote networking

• Administrative Assistant to the Chief Technology Officer of Durham Technical Community College• Managed the process flow of all IT Documentation• Campus wide deployment of computer systems via manual imaging and KACE software• Tier 1 first response for all issues fielded through the ITS department Helpdesk • Continued support and maintenance of campus systems via live interaction or remote networking

• Discovered, drove and closed $1.6 million in opportunities• Reestablished relationships with BMC Software Sales Team to strengthen AttivaSoft’s channel business• Prospected for new BMC opportunities with both new and current clientele• Coordinated and/or ran demonstrations and appointments with clients and field account managers

Technical support for WorldCom's top 70 customers

4034 - Computer Operator

0131 - Unit Diary Clerk