Provide high end customer service and support in all areas covered by IT by prioritizing and resolve all IT issues as they are reported. Maintain server and end user hardware. Maintain and update software, OS’s, and proprietary systems. Monitor and maintain networking equipment. Provide 24/7/365 end user support for all critical issues. Research, outline, and implement future projects/expansions as needed.End User Support• Create/Modify/Maintain User Accounts (AD, SM-Plus, proprietary systems)• Ensure reliable system performanceo Resolve End User Issueso Maintain/Update System OSo Installation/Support of required 3rd Party applications• Maintain End User Assigned Equipmento Resolve Damaged/Defective Equipmento Virus/Malware Resolutiono Peripheral updates as needed (iPads)o Documentation of Assign Equipment Server / Network Requirements• Verify all Systems are current on hardware warranty• Maintain / Schedule System Updates via MS• Monitor systems/servers/networks/VPN’s• Maintain System Backups for Disaster Recovery• Maintain Update Schedule on all network peripherals (Firewall, Switches, Hubs)• Adhere to all Licensing requirements to maintain compliance• DNS/Dyn MaintenanceMajor Systems Requirements• Maintain and ensure Exchange Operations (Server Side, BlackBerry, iPad, Desktop)o Updating OS and Exchange Softwareo Maintaining regular Backup Schedule / Retensiono Monitor Space/Growth for future upgrades/expansion• Monitor Citrix Farm Operationso VMWare ESX Server Maintenance and Supporto VSphere 6.7 Supporto Office 365 Hybrid Supporto Ensure reliable Access to system software (SM-Plus, Crystal Reports, etc)o Ensure Reliable Printing Functionso Resolve End User access and reliability issues as reported• Remote Office VPN via SonicWallo Ensure VPN communications between all remote offices• VoIP System via ShoreTelo Monitor / Maintain Voicemail Servers and Switcheso Create/Modify Schedules for Call Management As Needed

100% Phone Support For All LMC users and contractorsProvide Service and Support for Any LMC IssueEscalate Priority/VIP Issues to appropriate ManagersTroubleshoot and resolve all software / hardware for PC’s, MAC’s, and UNIX SystemsIsolate and resolve any Networking problems or requestLocal and Network Printer installation and troubleshootingAssign unresolved issues to appropriate TiersAccount Administration (Active Directory, Mainframe, UNIX, VAX, Proprietary)MS Office Support Specialist (2000 and 2003)RSA SecurID Account Administration / VPN SupportConnectivity VPN Client SupportGlobal AT&T Network Client SupportBlackberry SupportSMS and PCVM SupportDocument New Procedures As NeededProvide Shadow-Training To New EmployeesNetwork Troubleshooting / Fault Isolation

100% Phone Support For FTI(FAA Telecommunications Infrastructure)Initiate troubleshooting procedures regarding FAA Network OutagesResolve any issues outlined by the FAA regarding service outagesMonitoring of NAS(National Air Space) for network anomaliesCoordinate dispatches out in the field to resolve equipment issuesInteract with Telco to isolate / resolve circuit issuesDocument any / all test results from TelcoInitiate escalation procedures with Management regarding Major OutagesContinued Training for proprietary applications / upgradesProvide Training to New Employees / ContractorsProjects:MetaSolve Circuit Update: Input and ensure accuracy of all circuit data for Mission Support IP Services. Update 800+ services prior to the start of the Mission Support Project.Point Of Contact Updates: Contact all facilities that contain Mission Support equipment, and established Primary and Secondary points of contact to expedite outage resolution and to facilitate / coordinate site access for dispatches.

Diagnose and Resolve/Escalate all Software/Hardware problemsTroubleshoot all LAN and VPN connections100% Phone Support For Global Clients (Average 80 Calls Per Day)Active Directory Account SupportUNIX/AS400/VAX Account ResetsMS Outlook Email Setup/Configuration/SupportMS Office Product SupportRSA SecurID Token Account ManagementContinued Training for New Applications/ProceduresPeopleSoft AdministrationXMS Expense Management Software SupportBlackberry SupportSmart Card Installation/TroubleshootingARIBA Procurement Software SupportProvide Shadow Training for New HiresProvide instruction on the tools used on a daily basis for support.Monitor and provide feedback regarding Trainee’s performance.Call Queue Assignments: Standard Front Line Analyst Queue Global Remote Access Support Queue MS Outlook Support QueueProjects:GIS Smart Card Pilot Program: Setup and utilize the GIS Smart Card to log into the local desktop system. Note and troubleshoot any/all problems related to the installation and use of the card reader.One Month Training Assignment to Global OpCenter. Duties included: monitoring the assignment queue, assigning tickets accordingly, correct Service Center account problems, create/modify/delete assignment queues and product types, and resolve RFC (“Requests for Change”) issues.

Maintain 5000+ Pharmaceutical Sales Representatives100% Phone SupportDiagnose and Resolve all Software/Hardware problemsEnsure reliable access to LAN via VPN softwareEmail/Dialup Password ResetsLaptop / Pocket PC Setup and ConfigurationLaptop / Printer / Pocket PC Troubleshooting and RepairProjects:Initiated new procedure while configuring the Compaq iPAQ’s to include a complete backup of the originally configured system onto the storage card, which is supplied. Result: Decreased “down-time” on behalf of the sales representatives by being able to restore the original system without shipping the unit back for service. This also decreased the monthly shipping expenses.New Project/Representative Roll-Out. Setup/Configure/Test laptops and pocket pc’s. Setup Outlook, SFA Software, VPN configuration, Dial-up configuration, and Pocket PC configuration. On-going project as new representatives join the sales force.