Provides support to users with all technology related issues including hardware, software, network, telephony, printers, mobile, etc. Troubleshoot, document, and escalate technology related issues. Perform root cause analysis and recommend procedures and controls for problem prevention. Test, evaluate, and implement new technology. Provide second level support for location specific trouble tickets Support users with all technology related issues and provide one call resolution including ticket generation and maintenance. Configure, install and support workstations, laptops, printers, tablets, phones and other networked devices. Analyzes performance, identifies problem areas and provides actionable insight to problem resolution. Engage and resolve technical issues across multiple teams. Performs maintenance tests for identifying, isolating, and escalating issues to appropriate personnel. Assist with purchasing, inventory, and financial transactions for physical and licensed technology.

Responsible for installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. Take ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and or in compliance with agreed upon Service Level Agreements. Work on products and services of low complexity. Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders. Assist in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; May also perform required modular swaps and unit replacementsResponsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management; Maintain an appropriate parts inventory as well as parts record keepingResponsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation. Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities

Utilizing Service Now. PC imaging, Hardware triage, Asset Tagging, Asset/CI assignment to users/groups, Incidents, Data Backup or Recovery, Personalize and Ship Hardware, Return Existing Equipment, Personalize Hardware. Asset Management. Training new hires in processes.

Monitor and maintain network infrastructure for the school district, manage GSuite, Jamf, Cisco phones and voicemail. Cisco Switches, Security cameras. Process all new hire in Filemaker 18. Serve as escalation point for the district. Asset management. Other duties as needed.

Maintain and support all distribution center hardware and software. Zebra bar code scanners, Zebra label printers, Lexmark laser printers, Lenovo workstations and laptops. AS/400 Manhattan environment utilizing Windows 10. Autobagger packaging units, printers for SDI conveyor system.

Lead for 10 direct reports. Contact users, schedule upgrade, image, configure and deploy new computer, display, and peripherals. Remediate any issues found with new computer. Properly manage both new and retired hardware assets. Monitor inventory and communicate potential issues as needed. Provide deploy ready computers to other techs as needed. Provide reports to Executive Team.

Assigned to Batelle Memorial Institute Process requests for Windows 10 upgrades. Contact users, schedule upgrade, provision, configure and deploy new computer, display, and peripherals. Remediate any issues found with new computer. Properly manage both new and retired hardware assets in the ServiceNow system. Monitor inventory and communicate potential issues as needed. Provide deploy ready computers to other techs as needed.

Analyze technical issues and problems, diagnose problems, provide support to employees and assist other technicians with issues, Coordinate with other staff for the purpose of completing projects/request efficiently, Monitor and complete tickets in assigned queues, Create and update knowledgebase articles to ensure quality documentation exists for the support process, Create accurate documentation for all customer interactions, Available for escalation of routine support tasks.

Large Scale migration team lead:Huntington National Bank – Easton Banking Service CenterMACD Terminations/adds Asset Processing. Imaging Deploys, Retire Assets. Utilizing Service Now.Huntington National Bank – New Gateway facilityPopulate new facility with 1200 users. Move and/or deploy all workstation hardware and phones in new facility.Project Team Lead at J. P. Morgan ChaseManaged a team of 6 technicians performing 2500+ remote server installs in retail bank locations. Responsible for scheduling, training, installing, verifying installs. Achived a 99%+ success rate.

Senior Services TechnicianInsight Inc.May 2016-May 2018Huntington National Bank – Easton Banking Service CenterMACD Terminations/adds Asset Processing. Imaging Deploys, Retire Assets. Utilizing Service Now.Huntington National Bank – New Gateway facilityPopulate new facility with 1200 users. Move and/or deploy all workstation hardware and phones in new facility.Project Team Lead at J. P. Morgan ChaseManaged a team of 6 technicians performing 2500+ remote server installs in retail bank locations. Responsible for scheduling, training, installing, verifying installs. Achived a 99%+ success rate.

Active directory Administration, Domain and email switchover, Email MS Outlook, Acronis imaging software. Supporting locations in Columbus and Cincinnati, Aspen Canopy accounting system move to NJ. Laptops, Desktops, iPads, phones, security system, HVAC,

Site Support for 2 buildings (200+ users) on campus using HEAT ticket system. Handle walk in issues. Process user lease exchanges. Lotus Notes 8, SMS, McAfee endpoint encryption 5 & 6. Process computer and printer lease replacements for entire Marysville campus. Receive, asset tag, load to spec, deploy, wipe old equipment and process returns to leasing company.

Corporate office and warehouse operations support for 300+ end users both locally and remotely. Desktops, laptops, mobile devices such as Blackberry, Android, and Ipad. LXE HX-2 MX 7 & 8, scanners, Wireless access points, Lexmark and Zebra printers. Windows XP Win 7. AS/400 Client access, Ghost, Lotus Notes 8.5.3 conversion to Outlook, implemented help desk, upgraded Gwi, setup automation line, varsity ship stations, installed new autobagger system, upgraded 80% of PCs from WinXP to Win7

Customer Service oriented Second and Third level Hardware and Software Support for Corporate Offices, 130 Retail Stores, 5 Distribution Centers, and 3 Manufacturing Plants. In a Windows 2003, 2003, 2008 active directory server environment accessing as/400 data. Setup of new stores, store relocations, technology refreshes, server builds and installations, remote and deskside support for all company functions. Asset Management, vendor and purchase order management. Hand and vehicle mounted Symbol wireless scanners, CLI thin clients utilizing terminal services, Lexmark and HP Laser printers, Intermec thermal printers, Epson and Axiohm thermal receipt printers, some AS400 exposure. MSOffice, Lotus Notes 6.5, Adobe, VPN

Assigned to ABB Industrial

Second Level PC Support for the Columbus Regional Headquarters.

Provide face to face and over the phone support for all products sold by Micro Center

Manage PC accessories department and sales staff

sell, build, support MS/DOS based PCs