Oversee Remote Desktop Service OperationsPerform Server and Network Maintenance, included but not limited to hardware refreshes and patchingAssist the IT Helpdesk with training, user issues, etc.Active Directory, O365, and Okta Administration

• Manage the VMware 6.7 environment, from the ESXi host level, to the Web Client, including patching, server creation, datastore creation, and management of the resources and virtual networking, along with our Hyper-V labs• Managed Dell R-series hosts, including setting up its networking for VMware ESXi setup• Veeam Backup and Replication 9.5 support. Duties include assisting in monitoring backups and replication success and failures, setting up and grouping backups together based on the server purpose and hierarchy. Veeam also used for replication to the disaster recovery site.• Fully setup and manage a Windows RDS 2016 Environment, using server collections and Published Remote Apps for Terminal server and Laptop/Desktop Users• Patch Management through WSUS, as well as using Qualys to run reports and verify Level 1 - 5 vulnerabilities in the environment, and getting those remediated• Managed v7000 and A9000 IBM storage, including setting up the networking and zoning in the associated Fiber Switches for those respective SANs and monitoring them using Solarwinds• Some use of Fortinet to help assist the Security team in finding or identifying issues that may or may not be firewall related, also used for troubleshooting network access issues• Use of Powershell and PowerCLI to manage the virtual server environment and create scripts to help speed up and streamline admin functions• Some AWS management, specifically server creations and setup for the Dev team when needed• Windows 10 and also Thin Client management. Users with laptops or desktops are on Windows 10 and terminal server users are on Thin Clients

• Assign and manage an average of 15 support tickets, and as many as 50 from the L2 queue, with a daily closure goal of 6 tickets a day minimum• Promoted to “Mentor” job status, assigned 6 tech’s to be the go-to person on questions with their tickets and approving escalation requests; a team lead type role • Handling troubleshooting hardware issues and installations to dealing with WinXP and Win7 networking issues, and various software issues• Troubleshooting knowledge of IE 11, Win7, Win XP, MS Lync, Facets, Oracle, Vipr, Benefit Access, Java, MS Office 2003/2010• Troubleshooting experience with workstation connectivity to MS Server 2008 domain controller; Removing / Re-adding workstations back to the domain, managing various user account and machine issues and accesses via Active Directory

• Received and completed escalated tickets by the L1 and L2 teams• Worked Problem and Service Request Tickets in the Offshore IT queue• Managed and worked an average of 12 cases, and as many as 50 cases, closing a total goal of at least 5 cases a day • Provided documentation on resolutions that the team can refer to, as well as resolving the tougher cases escalated from the L2 Tier 2 group.• Worked as a team and independently in the resolution of tickets in my bucket, as well as helping to resolve tickets of other team members and mentees • 24-hr on-call support for Severity 1 on a routine scheduled basis• Acted as a Mentor to a group of six technicians, acting as their senior analyst for any questions, problems, or concerns resolving escalated tickets to the Tier 2 queue.

• PROVIDED TIER 1 SUPPORT VIA THE HELP DESK PHONE QUEUE• PROVIDED SENIOR CUSTOMER SUPPORT, ASSISTING CUSTOMERS IN ANY HARDWARE / SOFTWARE / ACCESS ISSUES THEY WERE HAVING, AND IF NOT SOLVABLE IN THE TIME ALLOTTED, TO HAVE THEM ESCALATED PROMPTLY• RESEARCHED AND DOCUMENTED TICKETS INTO TICKETING SYSTEM

• Used Macromedia Dreamweaver to maintain and update the Department Website• Managed all PC Maintenance and troubleshooting of the PC’s in the department as well as the laptops that are loaned out to students in the Student Support Program. • Managed sending out various emails informing students of policies and procedures for technology checkouts and due dates on returning items checked out.• Network Administrative duties such as: setting up rights on laptops to help prevent abuse. • Performed various database updates through a program called reflections• Provided technology training for students. Offered tutoring such as MS Office, Internet, and PC maintenance questions and concerns. I also trained students on Malware removal and prevention

• Provided I.T. support for all faculty, staff, and students at the University of TN Chattanooga• Extensive Phone Support, ranging from networking issues to hardware and software related issues with a variety of applications. Phone support equal to that of Level 1 support• Hardware Support: performed the installation of various hardware, from motherboards, memory, and hard drives, to peripherals such has printers, direct and network, and software such as SPSS, SAP, Reflections, and many windows software packages such as Office, Windows XP Pro.• Network Issues: Troubleshot network latency issues, packet loss, connection related issues, network printer problems, etc.