Independently manage, lead, supervise, troubleshoot, diagnose, repair, reimage, configure, implement, and network integration for clients, corporations, education facilities, hospitals, and clients.

Tier 1 Service Desk Manager• Lead Tier 1 support for the entire School of Government, including 300+ students and faculty at multiple sites.Independently provide Customer engagement, computer, multimedia, and integrated network expertise for both PC and Mac platforms• Ensure seamless operation of computer, networking and multimedia hardware and software allowing faculty and staff to focus on their work• Manage and mentor Tier 1 student work teams to augment support staff• Optimized training documentation, resulting in 25% less support calls for Zoom• Spearheaded initiative to improve hardware prep / imaging, yielding a 10% gain in hardware set up efficiency• Ensure reliability and integrity of classroom Audio/Visual equipment dailyProvide Customer engagement and support for computer and office application support functions for the school:Provides desktop/laptop support and issue resolution. Provides computer, and A/V support. Installs and manages client-server applications. Provides computer purchase, deployment, image management. Provides support for virtual meetings and webinars. Develops and applies standardizations and guidelines. Manages hardware and software inventory. Supports new technology services as they are added. Instructs faculty and staff on various computer issues through computer training and documentation.Develops and maintains up-to-date documentation repository. Writes comprehensive knowledge base articles.• Installs, configures, and maintains these applications including daily system monitoring, system backup, and system maintenance as needed to ensure continuity of service. Serves as application administrator for these systemsServes as primary technical support for these systems. Active Directory. Microsoft and Apple products and software Queue management/ticket monitoring applications. Technical writing. A/V solutions. Xerox/HP solutions. Remote desktop support applications: Bomgar, RDP.

• Instructor for EDU 2801 section 01 and 04. This is a practical and applied study of learning technologies and digital content geared to the National Education Technology Standards for Students (NETS.S), developed by the International Society for Technology Education (ISTE). The course addresses legal and social issues, social media, Web 2.0’s, new technologies, computer operations, functions, Internet and telecommunications for instructional purposes, analysis and use of word processing, spreadsheets, databases, desktop publishing, and multimedia applications. Students mustcomplete an electronic portfolio (flash drive or cloud storage) to document assignments/artifacts from this class.• Taught Emerging Technology for Digital Content Digital Literacy course in Spring 2020 and developed course curriculum covering legal and social issues, social media, Web 2.0’s, new technologies, computer operations, functions, Internet and telecommunications for instructional purposes, analysis and use of word processing, spreadsheets, databases, desktop publishing, and multimedia applications• The specific Student Learning Outcomes for this Course:1.) Implement Digital and Visual Literacy Skills;2.) Identify and critically discuss the Digital Literacy and Digital Equity;3.) Measure and Ascertain Digital Literacy Skills; and4.) Identify and explain in detail the components that comprise Digital Literacy standards.Ultimately, Candidates will explore, discuss, and/or experience the following NC ITF Standards: (1) Leadership and Vision; (2) Technology Operations and Concepts; (3) Planning and Designing Learning Environments and Experiences; (4) Teaching, Learning, and the Curriculum; Assessment and Evaluation; (5) Productivity and Professional Practice; (6) Social, Ethical, Legal, and Human Issues; (7) Procedures, Policies, Planning, and Budgeting for TechnologyEnvironments; and (8) Global Education; and Reflection on Practice.

• Collaborate with Tier 2 support team with operation and support of Duke University’s Global data networks, including routers and building-based switched networks.Traced network issues to root cause or escalated to Senior Voice or network engineers. Collaborated with the OIT Telecommunications, Systems, and Technology Support groups, the IT Security Office, and IT administrators of organizations across campus.• Collaborate with Tier 2 support for network systems. Collaborate with Tier 2 response to such events with appropriate troubleshooting, and problem remediation. Collaborate with Tier 2 support for follow-up with any recommendations to change systems or processes to prevent recurrence. Work closely with other engineers and management to develop plans for changing and improving the LAN, WAN, optical, and wireless data networks.• Technical Skills: Collaborate with Tier 2 with ServiceNow, AKA/Planisphere/Cartographer. Collaborate with Tier 2 configuration/installation of desktops/laptops, Docking Stations, Monitors, Keyboards, Peripherals, assist in configuring DHCP/Static VLAN settings. Collaborate with Tier 2 with installing/configuring DUO/MFA Authenticator app, Outlook app. Scanner/Printer Troubleshooting, Collaborate with Tier 2 with mapping share drives/printers, Office 365/2016- 2019. Android/iPhone/iPad troubleshooting/configuration. Collaborate with Tier 2 with Server 2012 R2 (ADUC, MMC,GPO) issues. Collaborate with Tier2 with Win10 Enterprise (re)imaging PXE or USB/UEFI/Legacy (currently 1903), Dell, Lenovo, Surface Pro 4, Microsoft Surface laptop. MAC OSX imaging/configuration (Lion to Mojave), iPad, iMac,

• Provide hands-on assistance, technical expertise, and project coordination necessary to modify or repair hardware, install software, and resolve technical problems network troubleshooting, desktop support, data cabling and other field services. Trained new/transitioning employees for SOM Client Walk in Services. Field Service deployment included MacNider, POB, LCCC, TRAACS, UNC Hospitals Main/Cancer and Bioinformatics buildings.• Troubleshoot tickets and customer issues that are raised as networking problems and identifying the root cause of such issues so they can be fixed or routed to more senior Voice or network engineers. This will involve collaboration with the OIT Telecommunications, Systems, and Technology Support groups, the IT Security Office, and IT administrators of organizations.• Provide Tier 2 support for network systems. Work closely with other engineers and management to develop plans for changing and improving the LAN, WAN, optical, and wireless data networks. Engage in network research when appropriate to aid strategic planning efforts and improve the services available to campus. Assist in the development of technical standards procedures for efficient, consistent network operation.Technical Skills: Remedy, Bomgar chat/remote, NIT/WINTOOLS, Configuration/installation of: Desktops/Laptops, Docking Stations, Monitors, Keyboards, Peripherals and configured DHCP/Static VLAN settings. Installed/configured Cisco VPN, Citrix Receiver, DUO mobile App, MFA Authenticator app, Outlook app. Scanner/Printer Troubleshooting, Mapping share drives/printers, Office 365/2016-2019/ Adobe CSS, Dragon, Zoom, Android/iPhone troubleshooting/configuration. Server 2012-2019 R2 (ADUC, RSAT) MMC. Win10 Enterprise (re)imaging PXE or USB/UEFI/Legacy (currently 1909), Dell, HP, Lenovo, Asus, Acer, Surface Pro 4, Microsoft Surface laptop. MAC OSX imaging/configuration (Lion to Catalina), iPad, iMac, MacBook Pro/Air, JAMF.

• Collaborate with Tier 2 Network• Remote and Chat support for entire UNC Campus.• Install and configure devices, such as desktop computers, laptop computers, tablets.• Respond to client inquiries for assistance with computers, related software, and hardware devices, which may include access control devices, printers, or copiers; import/export files, and run reports.• Research and troubleshoot basic or routine problems such as logging on to computer systems or software, printing issues or routing error messages; resolve problems or issues or escalate them to next tier level.• Technical Skills: Remedy, Bomgar Chat, Cisco/Citrix Receiver Config/Installation, DUO mobile AppConfig/Installation, Scanner and Printer Troubleshooting/Mapping drives, Office 365/2016/ ExchangeTroubleshooting/configuration, Android/iPad/iPhone troubleshooting/configuration. WIN 7/10, OSX (Lion to High Sierra), Office 2016

• Collaborating with Tier 2 to complete large-scale migration/deployment of laptops, desktops, tablets from WIN 7 to WIN 10/MAC OSX (Lion to Sierra) per new guidelines of OIT’s managed/supported departments. Provide hands-on assistance, technical expertise, and project coordination necessary to modify or repair hardware, install software, and resolve technical problems network troubleshooting, desktop support, data cabling and other field service.• Technical Skills: Basic Server 2012 R2 (ADUC, MMC, PXE, UEFI/Legacy, USB.) RSAT, Citrix Receiver, Proteus, Remote VPN, Win10 Enterprise Deployment (1511/1607), Surface Pro 3 and 4 reimage/upgrade, MAC OS deployment (Lion to Sierra), Office 2016, Scanner and Printer Mapping. Reimage/Deployment of Laptops/Desktops.

•Collaboration with Tier 2•Hardware installations of Zebra Label Printers for Beacon Go Live!•Working individually, following daily scheduling of sections (i.e., ER, PACU, etc.).•Used Microsoft Excel with laptops provided to track progress throughout the hospitals. (Daily Shift Reports)

•Collaboration with Tier 2 to upgrade and troubleshoot SoftPro software using Server2003,2008R2 and 2012R2, client-side desktops using Windows XP, 7, 8 through remote software such as GoToAssist and Remote Desktop for Windows. Backed up databases, previously installed releases, fixed issues such as Print to PDF, Word Merge, Basic use of SQL (2008R2 and 2012R2) were used to assist in installation. Kept track of steps taken, troubleshooting, upgrading, installation using Clientele software, Word, Excel, and Outlook Daily Reports/tally. Issues such as Print to PDF, Word Merge, Basic use of SQL (2008R2 and 2012R2) were used to assist in installation. Kept track of steps taken, troubleshooting, upgrading, installation using Clientele software, Word, Excel and Outlook Daily Reports/tally.

•Collaborated with Supervisor to troubleshoot issues and provide onsite assistance with the following applications: Salesforce (CRM), Media Site, AMX, Crestron, Microsoft Office 2013, Windows 7, 8, Cisco WebEx, Cisco TMS, CTS 3010, Cisco E20 Video Telephony and VPN (Citrix). Assisted with supervisor website updates, hardware, and software updates, assisted with new conference room build and modernization. Installed or troubleshoot the following: keyboards, monitors, workstations, laptops, conference panels, audio equipment and video equipment. Reorganized storage facilities.

• Collaboration with teams of two to diagnose, troubleshoot, network and repair EPIC software (utilizing scripts) for TDR/Go Live! Deployment in the UNC Hospital System. Track and run scripts for printing to client and server-side management printers. Reinstall Citrix programs and Epic software when needed. Image or reimage desktops and laptops to Windows 7. Install and configure Dragon Naturally Speaking software and mics. Hardware installations of HP Printers, Zebra label printers, scanners, keyboards, monitors, workstations, and laptops. Completed daily scheduling of departments, clinics, and buildings.