Provide assistance to departments/nursing units with ISD needs and guidance on request/incident submission- Monitor submitted requests to ensure timely resolution and coordinate necessary resources- Facilitate departmental leaders in discussing project ideas and manage assigned projects- Completed projects include coordinating switch upgrades, organizing health check audits, and leading firmware updates,- Oversaw the transition of NFS taking over the vending area on the ground floor of Eastowne MOB.- Managed the Avasure G2 Migration project for UNC medical center.- Led the access point replacement project for the 5th floor Patient Support Tower BICU and 3rd floor bedtower.- Coordinated the relocation of Care Management department from Hedrick building to UNC Hillsborough.- Implemented the YBH Telesitter system.- Conducted a WIFI strength test and optimized the route in the basement for TUGS.

*Resolved customer related technical software problems including unlocking network accounts, resetting customer passwords, *Diagnosed customer reported incidents related to hardware and software issues, software installation, issues with EPIC, and other technical issues related to email, phone, and printer use.*Provided recommendations to upper-management regarding suggestions to prevent reoccurring help desk inquiries and provided training to new HCS support specialists.*Consistently ranked among top performers in expediency in handling customer IT related issues.*Utilized Bomgar/ RDP to remote into user PCs and MACs*Adjusted group policy and granted permissions through Active Directory*Assisted with user phone permissions and Jabber accounts.*Assist with setting up Outlook on mobile devices(Android, Apple Devices)*Provided guidance to end user on how to submit Access Request for New users accounts.

Resolved customer related technical software problems including unlocking network accounts, resetting customer passwords, Diagnosed customer reported incidents related to hardware and software issues, software installation, issues with EPIC, and other technical issues related to email, phone, and printer use. Provided recommendations to upper-management regarding suggestions to prevent reoccurring help desk inquiries and provided training to new HCS support specialists. Consistently ranked among top performers in expediency in handling customer IT related issues. Utilized Bomgar/ RDP to remote into user PCs and MACs Adjusted group policy and granted permissions through Active Directory Provided departmental support for user phone permissions and Jabber accounts. Assisted with setting up Outlook on mobile devices(Android, Apple Devices) Provided guidance to end user on how to submit Access Request for New users accounts Submited problem tickets for system outage issues Called codes to decrease call volume due to system outages Reviewed tickets assigned to junior level tech and provide guidance Terminate user access Raised high priority tickets and escalate to appropriate teams for escalation Developed knowledge articles to provide guidance to other techs for ticket resolution Monitored chat que Monitored tickets que and resolved tickets before ticket breach SLA

March 2010-September 2016First level of support for Clients. Unlocked user account. Reset user password. Setting up new users on client networks, troubleshoot email issues, remote into servers, migrated virtual servers over to new storage devices, Documents tickets in ticketing system. 100 percent phone support Customer services, monitor all tickets ques assigned to Help Desk Support to ensure proper and timely follow-up resolution, quick and effective monitoring opsview alerts, following procedure to ensure resolution of incidents reported in opsview, communicate with other Support Center teams to properly escalate and resolve tickets within the DQ support Center, 24/7/365 Support Center maintain adequate coverage of the helpdesk including holidays, proper phone and email etiquette at all times,

Assit students/teacher with computer related issues on campus, checking students into the LRC

Smart station AGE MergerAssist stockbroker on the phone with software related issues. Account information on the phone. Remote access into user pc. Install printer and remove printer. Dispatch text to do hardware related problems on customer pc/printers. Troubleshoot telephone systems. Provide basic troubleshoot in windows for computer issues. Provide basic troubleshoot for hardware and networks. Verifying users for multiple programs, resetting passwords, correcting issues with virtual machines, specifically VMware. Train users to login remotely using token keys via corporate remote access website...

Assist cooperate clients within the real-estate market with software programs issue over the phone. 100% phone support. Document calls in computer system called trakker. Troubleshoot computer systems over the phone and instruct clients have to fix their computer. Determine if client’s problem was based off our system or issue on client’s pc. Remove programs for client computer to improve the functionally of innovia system. Install latest versions of java on client’s computer, clear temporary internet files and history on client’s computer. Ran trace route on clients computer to system to see if that was the problem. Disable pop up blocker on client’s pc. Answer clients questions about software, how to set up accounts with innovia, answer questions thru email, fax, or phone.. Assist clients with the ordering of the software.. Other software used: Microsoft Excel, Microsoft Word, Microsoft PowerPoint. Microsoft Outlook. Knowledgeable about Microsoft Visio and Microsoft Access.Trouble client’s cellular phones so software could run on clients cellular phones. Such as Blackberry Curve /Teros Support

Assist Senior Level Engineers with tasks as deemed necessary by managers. Fix on IPL motherboards; take daily readings, termination of small motherboards.

Teach high school kids the basic concepts within Electronic Technology such as Ohms Law, and other concepts as deemed by course curriculum..

Train clients on Microsoft office programs