- Supporting users with critical data & understanding the sensitivity and importance- Assisting users to ensure high quality service through productive, and immediate solutions - Troubleshooting Networking issues on Desktops, Laptops, Mobile Devices & Printers- Remotely Supporting staff by utilizing Bomgar Secure Remote Software- Delivering a Customer Centric Experience when resolving Incidents and Services Requests- Mentoring and Assisting peers on Career Enhancements- Updated and Managed the Department SharePoint, Documentation, and User Facing Websites- Leading Department IT Projects, Multifunction Device Replacement, Windows 7 Migration- Conducted Trainings for End User Support Team on Standard Operating Procedures and Technological Enhancements- Collaborated with Server Team to make improvements to deliver a greater client experience- Utilizing PowerShell scripting to automate and perform daily tasks- Working with JAMF to standardize iPad Deployments to the Medical Students to enhance their education experience- Create, Maintain, Retire Group Policy Objects for Windows Clients- Explore emerging technologies to address or improve computing needs

- Correlated through team approach on upgrades, upcoming technology, and applications - Supported High Level Staff such as Managers, Directors & C-Levels.- Stood up & Managed Windows Server 2012 Virtual Machines to establish Security Standards on all Printers connected to the network.- Supported and troubleshooted Polycom and comparable video teleconference connection devices during scheduled meetings- Packaged applications such as Adobe DC, Office 2013, Lync, Credant Encryption and others in SCCM for support teams- Installed and mass deployed applications to all computers within the UCI intra-network- Upgraded over 3,000 XP computers to Windows 7 utilizing User State Migration Tool and PXE Imaging with high productivity- Created and managed Windows Operating System Images for PXE Imaging- Created and updated knowledge base articles to assist support teams - Correlated with vendors, managers, and colleagues on Mac management, POC, and budgeting- Managed and updated 1,300 Printers in the UCI Network to meet security policies- Built Windows Administrator Policy in Active Directory for Windows 8 Deployment- Created Baselines using PowerShell within SCCM for Shortcut enforce on multiuser computers- Supported unique technologies such as VGO robots and SiriusXM Business Radios for multiple clinics throughout the Medical Center- Regularly worked with different Information Services teams on going issues while maintaining communication with the users or groups affected- Assisted coworkers on more problematic issues to help reduce incident and ticket completion time- Managed own work load of incident and request tickets using Altiris & ServiceNow- Trained and supported Users on Adobe Connect and WebEx like solutions

- Gathered and organized incoming incidents while contacting users to verify occurring issues- Researched problems to ensure productivity and accuracy while utilizing a team approach - Communicated with users appropriately to their technological understanding and addressed all issues with resolution and satisfaction

- Arrived in client’s homes and performed agreed upon computer repairs, networking and home audio services- Performed work to client satisfaction, recommended solutions to simplify demand on the client- Diagnosed and Repaired MAC & Windows computers; issues included OS Repairs, Virus removals, hardware/software installs, data rescue (e.g., including Linux)- Coached and trained agents on proper, standard operating procedures within the company