Providing on site and phone support for over 500 AKC employees. While using Service Now ticketing system we configure and maintain various systems to include Office365, office 2013, mobile email, and active directory.

Senior Computer Support Engineer responsible for actively participates in handling customer incident reports and service requests from all locations, and delivers or coordinates responses with other AKC subject matter experts or third party providers as appropriate. Provides tier 3 desktop services to end users in the NY and NC office in such cases where a deskside visit is warranted. Also designs and administers desktop management solutions, including imaging, patch management, client security controls, and software distribution technologies

Resolved all customer issues via Spiceworks Ticketing system, Emails, Phone calls, or direct contact.Support Shoretel VOIP Phone system to include configuration and provide monthly training sessions for users, Shoretel Communicator and ShoreTel Director administration. Win7 & 8.Performed Software Process validation for CPR+ software application. Business Continuity Trainer. MS Outlook with MS Office 2013 software. Supported users using SQL Server 2012 performing deletions for company reps. Created Change Management control process for Stratigic Infomatics Group. Documented current network infrastructure. Acted as SIG liaison between Biologics and Novartis for upcoming projects. Provided and created Work From Home (WFH) training process for users in the event of inclement weather and disaster.

Unified Communications Security Analyst, providing level 3 support for the company footprint. Office365, Microsoft Lync support. Blackberry Administrator, Active Directory, DNS, Lotus Notes Administrator, responsible for providing support for internal customer base of over 200,000 users.

Unified Communications Security Analyst, Blackberry Administrator, Active Directory, DNS, Lotus Notes Administrator. Responsible for providing support for internal customer base of over 14000 users. Troubleshooting email transmission related issues along with various other customer issues not limited to messaging., monitoring Iron Mail Servers, Server 2003& 2008, CA Message manager, Cisco Telepresence setup, PC deployment, networked Laser printers and provided printer maintenance for call centers within the RTP footprint. ACD Rockwell phone system install and configuration. DNS update requests, Active Directory account creation. Monitored and resolved all customer issues via HEAT/Remedy Ticketing systems, Email, instant message, phone calls, or direct contact.

23D Communications SQ: Secure Communications Systems, Specialist/Small Computer MaintenanceSupervisor/Technician. Unit Quality Advisor, Quality Control/Maintenance Support Technician, Base Information/Network Security Manager, 633D Communications SQ: Secure Communications Systems, Specialist/Small Computer Maintenance, Supervisor/Technician, 1849th Electronic Installation Squadron: Cryptographic/Computer Equipment Installer/Maintainer