• First point of contact for all IT related needs• Log incoming calls, emails and voicemails from users in HEAT tracking system• Troubleshoot, resolve and escalate workstation hardware and software issues• Provide support for remote access, including Citrix remote access environment, Cisco AnyConnect VPN client and two-factor authentication• Provide support for Desksite’s iManage Document Management System, including DMS how-to questions, access requests and document check-out/check-in problems• Provision new phone numbers and perform phone system changes in Avaya Site Administration• Provision new voicemail accounts and perform voicemail account changes in Avaya Aura Messaging System Management Interface• Provide first level support for Avaya Equinox iOS application issues• Provide support for iOS devices including enrollment and unenrollment in AirWatch MDM• Participate in week/weekend on-call rotation

• Provide level 2 support for the Windows 10 Migration Project• Responsible for managing the Windows 10 Migration Project escalation queue in HEAT• Troubleshoot, resolve and escalate level 2 Windows 10 Migration Project user issues• Responsible for creating and documenting JIRAs for new issues• Identify and report trends. Ensure team members are informed of current Windows 10 issues• Provide overflow call coverage at the IT Service Desk

● Responsible for all aspects of configuring, supporting, maintaining and troubleshooting network, desktop, printer and scanner hardware and software. ● Managed and administered user accounts in Active Directory and Google Apps for Business● Installed and configured productivity tools such as Microsoft Office and other desktop applications● Trained staff to use Microsoft Word Mail Merge in conjunction with Microsoft Excel for printing contracts and other forms● Designed company brochures in Microsoft Publisher and Adobe InDesign, and created Microsoft PowerPoint Presentations for prospective clients

● Provided phone technical support in English and Spanish to 5000 users, leveraging Remedy Action Request System, collaborating with on-site technicians to resolve customer issues.● Administered and supported Active Directory user accounts, access controls and computer objects● Diagnosed, resolved and escalated workstation, server and network equipment issues● Provided support for Lotus Notes client in a Domino environment and Microsoft Outlook client in an Exchange environment● Provided support for two-factor authentication mechanisms including RSA SecurID and Digipass as well as support for a VPN client● Trained new support center personnel● Participated in documenting, sharing and updating policies and procedures used in day to day operations of the Support Center● Served as Team Lead and Subject Matter Expert for one of the supported accounts

● Provided on-site and phone technical support for faculty and staff● Trained and supervised new support center staff● Responsible for ordering and installing replacement parts and upgrades● Performed backup procedures including daily and weekly backup tape rotation and off-site storage