Monitor and respond to user requests; phone, email, walk up and self-service.Install, set up, configure, and troubleshoot computer hardware, software, and peripheralsPromptly and courteously record customer’s incident details and escalate issue as neededProvide excellent customer service to all internal and external customersInstall and configure software applications and ensuring the software operates correctlyConfigure and support Microsoft Office and Industry standard web browsersAdvanced knowledge in hardware and peripherals, including desktop computers, mobile devices, various types of printers, scanner and additional hardware devicesProvide technical support over phone via remote access through RDP, BeyondTrust, SCCM or TeamsConfigure and support collaboration tools (Zoom, Cisco WebEx)Resolve incident requests in a timely and organized mannerSetup, image and place computer desktops, laptops, and tablets (MECM)Setup network printers and verify proper operation and configuredConfigure access control PC’s for business useInstall, configure and troubleshoot client remote access applications: Citrix, RDP, VPN, and Direct AccessSetup and configure all mobile devices (Windows tablets, iPhones and iPads, Androids)Diagnose and resolve hardware/software problems on mobile devicesInstall new network cables from switch to patch panels to wall platesWork with other agencies around the state assisting in IT needsWork with business for high priority machines to get patches and eliminate vulnerabilitiesCreate documentation on work and work with team to share ideas for larger problems.Install software via digital distribution (MECM, Microsoft Store)Create/modify PowerShell scripts to speed up workloadCreate easy to follow documentation for end users to reduce the number of contacts from end users to ITConfigure PC network connections for use on higher security networks

Contractor With TekSystems from January 2016 through November 2016• Field incoming calls and tickets from end users on computer, printer and mobile devices• Configure computers and mobile devices for end users• Edit users in Active Directory• Image or reimage PC's based on usage and lease cycle• Migrate Users from one PC to another via SCCM or manually coping their data over• Deploy and install software via SCCM or manufacturers website• Remotely connect to computers utilizing SCCM and DameWare for troubleshooting or installing software• Utilize ServiceNow for user and ticket management• Help mentor GenesysWorks interns• Create documentation for best practices and procedures• Create and utilize knowledge base in ServiceNow• Assist L1 support personal• Utilize McAfee Enterprise Anti-virus to remove virus and spyware• Utilize Code42 CrashPlan for backup and restore of user’s data• Configure new printers in DNS• Manage Windows print servers• Direct support for executives

• Assist Customers & Internal Users with Technical Problems in products, both web and software based• Remote into workstations and servers to troubleshoot Case Notebook, Livenote and Real Legal• Work inside of SQL Server Management Studio to migrate data and resolve issues• Escalate Problems to next level and development when necessary• Utilization of both proprietary ticket management as well as Salesforce• Remote into customer computer using WebEx to troubleshoot the issue• Work with development and next level support on issues beyond my control• Share existing knowledge with team members to better support the team• Clean and reorganize knowledge base allowing for faster searching and resolution of known issues

• Pack out new freight from truck to store shelves.• Pack down old freight from overhead to fill empty spots on shelves. • Stack over stock freight above in overhead bins.

• Utilize Adobe Illustrator and Photoshop along with Onyx and EngraveLab to operate a large flat bed printer and a rotary engraver for labeling in a manufacturing environment. • Ensure UV printer and engraver are operating properly by performing daily, weekly and monthly maintenance.• Train personnel on printer and engraver.• Assembly of cable and boxes to ensure ship dates are met.