Dwayne Harper Email & Phone Number

•Receive/ Log/Route user calls for assistance or repair; monitor trouble call/resolution information;Follow-up on and/or report aged calls to ensure timely response.•Troubleshoot and coordinate resolution to desktop and network communication problems and remote system connections; troubleshoot software and/or equipment errors and coach users in correcting reported problems.•Inform and train users in equipment /software operation; analyze and make recommendations on response time, training design, user support needs or customer satisfaction.•Prepare and maintain technical documentation and procedures; perform preventative maintenance and repair hardware.•Research, evaluate and test hardware and software products and system solutions; install, configure and test hardware and/or software, prepare reports or proposals for service.•Carry out security administration by maintaining tables and adding/purging/migrating users.•Coordinate equipment deliveries, software licensing compliance and inventory/asset control.•Consult with users on re-engineering business processes and the user of technology, product and services; develop and conduct training in operation and use of hardware and software.

•Responsible for I.T. desktop and customer support for 700 users, corporate headquarters and 16 branch offices.•Install, test and monitor computer equipment, peripherals, data communication, and computer network systems.•Load and maintain appropriate software packages such as operating systems, system applications, network components, and office applications.•Assist in the customization and adaptation of existing programs to meet users’ requirements.•Develop, test, and implement business system upgrades.•Install updated patches and anti-virus updates for servers, laptops, and desktops.•Provide server support and maintenance.•Connect users to networks and provide initial training on systems and applications.•Provide telephone, in-person, and online support to end users relating to both hardware and software problems on their personal computers.•Administer LANs/WANs; establish procedures to backup data stored in computers and to maintain efficient operations of LANs/WANs; manage daily back-up media.•Create and monitor Active Directory accounts, group memberships, and user access.

•Overall responsibility for the Information Technology systems at Glencrest.•Creates, implements, and monitors policies and procedures to ensure compliance with statutory and regulatory requirements, and to ensure the integrity of the company’s hardware and software systems.•Responsible for the entire LAN\WAN infrastructure•Provide Information Security analysis, maintenance, problem solving and prioritizes job requests.•Develops, test, and implements Business Continuity Plans for all technology-dependent business functions.•Monitors the status of the company’s information system and advises management of future information system potential issues and needs.•Manage all IT system upgrades and supervise the implementation of all software installations and patches.•Develop custom database applications, programs, custom reports, and utilities as needed.•Negotiate IT contracts (backup servers, disaster recovery site, IT software and hardware product support, Siemens phone support).•Windows 2000 server support, Active Directory User maintenance, VPN concentrator user support and local client install, PIX firewall tunnel configuration.•I continue to provide technical support for senior executives and managing directors.