Gary Forrest Email & Phone Number

New Orleans, Louisiana, United States

New Orleans, Louisiana, United States

* Work with users to improve their use of technology resources by diagnosing problems, designing creative and effective solutions, and implementing best practices for Onsite Support Services. * Diagnose machine and user performance issues and design and develop solutions. * Provides support for student, faculty, and staff technology issues in their offices or residence hall rooms. * Provide courteous, prompt, and correct support. Supports desktops, servers, and handheld computing devices. Enhances procedures to ensure that the quality of repairs and customer satisfaction remain high. Document support issues and follows-up with users to ensure satisfaction.* Act as a quality control agent for Tulane Help Desk ticket submissions. Provide formal and informal training and user education to the Tulane community. * Analyzes user needs and takes initiative to improve the end user experience and the delivery of technology services. Seeks to develop innovative solutions and expand the appropriate use of technology to support the university mission.

Provided desk side, telephone and remote support for administrative staff, faculty and studentsManaged classroom and administrative system images to ensure the latest build of the operating system and necessary applications are installedManaged priorities of work studies and interns to ensure adequate support of classrooms and facultyMaintained network cabling and connectivity as required to ensure performance of network resourcesMonitored and maintained the local campus file sharesMonitored and maintain the local campus printers and printer queues to ensure printer availability and performanceManaged adds, moves and changes to PBX systems, manage local vendor as necessary for upgrades or MAC workMaintained Active Directory for the EDU and Admin networks; manage users groups and servers as appropriateProvided support for the resetting of passwords as necessaryMaintained login scripts and group policies as required to ensure appropriate use of shared resourcesMaintained DNS and DHCP services to ensure appropriate performance of the network and phone systemsManaged campus antivirus server to ensure proper operation and verify latest updates are being received; ensure all clients are joined to antivirus groups.Completed a software inventory of the classrooms and administrative network each term to ensure software complianceScanned server application, security and system event logs on to provide proactive problem resolutionEnsured that ITS policies and procedures are appropriately applied and adhered toEnsured support of national projects through coordination with corporate ITS

Installed, modified, and made minor repairs to micro-computer hardware and software systems, and provided technical assistance and training to system users.Installed or assisted service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.Loaded specified software packages such as operating systems, word processing, or spreadsheet programs into computer.Entered commands and observes system functions to verify correct system operation.Responded to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.Instructed users in use of equipment, software, and manuals.Recommend or performed minor remedial actions to correct problems.Coordinated activities with network services, or other information systems groups.