Provides standard installation and maintenance to users regarding workplace endpoint technology. Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques. Coordinates standard projects, working closely with peers and users to deliver optimum service. Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.

Provide a variety of Information Technology (IT) customer support services essential to the effective performance of Veterans Administration (VA) Systems. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, systems knowledge and assistance in response to customer requirements. Duties include, but are not limited to:• Ensuring Help Desk tracking and IT asset Information is accurate• Supporting telecommunications systems configurations• Diagnosing and resolving problems in response to customer reported incidents• Investigating and recommending purchase of tools and technologies to improve responsiveness to customer requirements• Managing moves and/installations of IT equipment to assure coordination of IT support and customer service• Providing feedback on problematic trends and patterns in technical support to team leads and/or supervisor• Developing and maintaining problem tracking and resolution databases ensuring accurate records are filed• Installing and configuring VA approved software applications

Provides individual computing and network support, and manages day to day site computing operations. Support is performed independently within a team helpdesk ticketing environment. Support is done of, but not limited to, computer hardware, software, enterprise data communication systems, wireless devices, routers, switches, and mobile telephones and hotspot equipment. Required to travel to remote offices as needed to assist in IT projects such as computer lease returns, consolidation of office space, and phone system installation. Supports a multifaceted computing environment comprised of GES facilities, remote systems, and show site venues.• Provide tailored computing and network support and manage day to day infrastructure operations.• Liaison between customer base and engineers, as well as management.• End-user support for PC, server, applications and hardware.• Handle escalated issues and properly route customer concerns. • Microsoft OS/ Mac iOS installation and maintenance. • Microsoft Office/Office 365, software configuration, installation and troubleshooting.• Server account management, remote support and networked printer installations and maintenance.

• O'Hare Airport workstation replacement technician.• New workstation imaging and configuration, data transfers and customization. • Consulting with customer's to determine needs and requirements.• Implementation of Microsoft Windows OS, Office, Outlook and airline propriety software packages. • Point of contact for issues and trouble shooting.• Team competed 4000 workstation and printer upgrades.

• Global sales force laptop replacement including OS, software configuration and data transfer.• Traveled to London, Tokyo, Hong Kong, Singapore and major USA United Airlines hubs.• Met and consulted with c-suite executives, administrative staff and sales force to tailor needs.

• New laptop and desktop configuration including Windows 7, Office Suite, custom software and data transfers. • Most work done across the USA remotely using Microsoft Remote Desktop and LogmeIn123.• Executives, admin staff, sales reps scheduling and need determination, and machine deployments.

• Remote support for customers migrating to Microsoft Office 365.• Identify, resolve and document incidents related to Office migration.• Setup and support email on mobile devices.• Liaison between customers and tier 3 support technicians.

• Desktop and laptop support• Active Directory and email account creation.• Collected and scrubbed data of organization‘s data for transfer from Webex database to Fellowship One.

• Desktop and laptop support• Converted custom Access database data to Silverbyte's Optima database.• Available for 24 hour customer service support.

Managed day to day operations and provided first line operational support for payroll, contract management, client consulting, executive and administrative teams. Part of a 25 technician support team providing in house workstation and infrastructure support to 3500+ customers at Accenture flagship office. Implemented all imaging and configuration support for Windows operating systems. Installed and configured software applications for all users. Upgraded equipment and systems as needed. Provided scheduling, workstation configuration, data transfers for thousands of laptops to executives, administrative staff and consultants across the USA. Managed and maintained equipment inventory for all replacement components and parts used by support technicians. Audited deployed equipment and resolved discrepancies; coordinated inventory with offices across the US. Ordered parts and inventory as needed for day to day needs of support technicians.

Implementation and support of Banyan Vines network including, account management, email, printers and workstation troubleshooting and configuration. Secret Clearance.