The technical support position is an information technology generalist and is the front line of support for IT systems and software that fields telephone calls, voicemails and emails from BPA IT clients, resolves or refers IT issues, tracks issues using a central incident management application and may run various diagnostic programs for troubleshooting or monitoring purposes. • Front line of support for IT systems and software that fields telephone calls, voicemails and emails from BPA IT clients, resolves or refers IT issues, tracks issues using a central incident management application.• May run various diagnostic programs for troubleshooting or monitoring purposes.• Responsible for providing technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.• Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.• On-call work as required. • Solve technical issues in a professional manner or escalate in a timely manner.• Microsoft Windows 2000/XP/WIN7 and/or Windows Server 2003/2008• Microsoft Office Suite products• Windows Domain based infrastructure and active directory• MS Remote Assistance • Desktop/laptop and/or server hardware, configuration and troubleshooting• Troubleshoot calls to the support desk and start the resolution process, bringing in other subject matter experts as required.• Interpret IT client Operating System or server system and product issues and provide resolution when possible.• Follow complex procedures and explain technical solutions to a wide range of clients.• Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.• Prioritize work with a focus on client satisfaction and follow through.• Solve technical issues in a professional manner or escalate in a timely manner.

• Windows Client Administration (XP Professional, Vista, Windows 7) • Windows Active Directory Administration (Domain Controllers, Users, Containers, Group Policies) • Supplemental Windows Application Administration (ISA/Proxy, IIS, Centralized Updates Administration) • Windows Server Administration (File Server, Terminal Server, Services Management, Print Servers) • RSA SecurID ACE Server Administration • Symantec AntiVirus (Centralized Services) Administration• HP Procurve Network Administration including Router Administration • Cisco ASA Administration • Lotus Domino Server and Client Administration (7.0 and newer, Including Instant Messaging) • Supplementary e-mail Administration (SMTP, Spam Filtering, Faxing) • TSM Backup and Restore Administration • Miscellaneous Administration (shows an ability to adapt to new products which must be administered by the I.S. department which are specific to the industry worked in) • Understanding of Hardware and Ability to troubleshoot and repair hardware failures • Telephone System Administration (VoIP, Interfaces with Communications Services Providers, Familiarity with available analog and digital services, Blackberry Integration to e-mail, Cell Phone Management) • Wireless Networking Administration

Perform the duties of being the first and single point of contact for all company employees seeking help with computer and or technical problems, specifically with Office 2007 deployment to over 4000 employees. Resolve service instances on first contact while ensuring quality problem resolution or the proper management of incidents to the user’s full satisfaction. Assist customers using industry standard customer service best practices, which include excellent oral communications, strong interpersonal skills, along with demonstrating high level of initiative and confidence. Effectively communicate with other IT support teams and business units. Document problem instances using industry standard electronic ticket tracking systems. Write Service Desk technical and procedural documentation. Display superior skills when communicating to customers electronically or in other written form. Analyze and troubleshoot technical problems in a wide range of systems and problem types. Recognize problems beyond the scope of the Service Desk and execute escalation practices based on written procedures.Assist in preparation of daily, weekly, and monthly reports and metrics.

• Employee of the Month August 2007 for reducing cost in packaging components.• Evaluated and monitored contract performance to ensure compliance with contractual obligations and to determine need for changes.• Formulated policies and procedures for bid proposals and procurement of goods and services.• Monitored changes affecting supply and demand, conditions, price trends, and futures markets.• Studied sales records and inventory levels of current stock to develop strategic purchasing programs that facilitated employee access to supplies.• Maintained and reviewed computerized and manual records of items purchased, costs, delivery, product performance and inventories.

• Held concurrently with other positions at LaCie• Managed backup, security and user help systems.• Responded to written and telephone requests for network or desktop assistance.• Handled requests for information from company officials and employees.• Consulted with users, management, vendors, and technicians to assess computing needsand system requirements.• Evaluated the organization's technology use and needs and recommend improvements, suchas hardware and software upgrades.• Interfaced with department heads, managers, supervisors, vendors, and others, tosolicit cooperation and resolve problems.• Prepared and reviewed operational reports and project progress reports.• Directed daily operations of department, analyzed workflow, established priorities,developed standards and set deadlines.

• Provided technical support to customer in hardware troubleshooting.• Developed work goals and department projects.• Coordinated work projects such as converting to new hardware and software.• Evaluated work load and capacity of computer system.• Read manuals, periodicals and technical reports to learn ways to develop programs thatmet user requirements.

LaCie designs and manufactures storage devices and peripherals to complement or extend existing central units, workstations and servers. LaCie's products are aimed at professionals and businesses, especially multimedia professionals (digital content creators). Most of LaCie's sales are through specialist computer distributors (VAR, mail order, websites, etc.) but you can also buy LaCie products at your favorite retail stores.LaCie's competitive advantage stems from an in-house approach to R&D and design. The design of most product components (power supply units, cases, electronic components, control software, interface boards, etc.) is done in-house in order to optimize product performance. Furthermore, LaCie products boast a unique look - the fruit of over 15 years of design research. This creates instant, visible differentiation on the market.

• Customer Service Team Coaching, managed escalated calls, resolved corporate complaints provided evaluations and feedback for in excess of 25 employees at a time.• Maintained detailed knowledge of multiple vendors’ products and provided skilled responses to customer.• Preferred account representative in business Gift department set appointments with executives for our sales executives and then followed up on providing executive-level gifts.