Provide superior technical support to all Faculty and Staff of Saint Mary’s College of California who use desktop and laptop computers, applications, network technologies, and related technologies for the business objectives, classrooms and goals of the College. Create and maintain all classroom and staff computer images (windows 10 and 7). Create and maintain domain group policy objects, maintain Windows Active Directory. Create automated procedures to facilitate application installations and upgrades. Creation and update of Windows Deployment Services OS images and hardware driver database. Creation and upkeep of Virtual Desktop Infrastructure application layers. Create and maintain Bomgar remote client software and users. Assign daily helpdesk tickets to technicians. Install, upgrade and support Windows and Mac OS operating systems and applications at the desktop level. Maintain databases of service requests and campus hardware inventory. Participate in development of college standards for hardware and software. Training of new technicians. Interviewing, hiring and managing student workers.

Installed, configured and maintained servers, workstations, routers, hubs and switches. Setup network connectivity, email, browser and application support, domain accounts, permissions, file sharing and other services for end-users. Back up of all servers, PBX / Voicemail support, upgraded software and licenses, and provided technical support for marketing and business development staff with exhibit logistics. Inventoried all computers; developed a software library and liaised with vendors to acquire new PC/Server hardware.

Provided comprehensive and timely network, browser and software support for customers. Diagnosed and resolved issues with client-side software, connectivity, high-speed line troubles, network and Ethernet equipment. Collaborated with network operations center to identify backbone problems with routing, packet loss and other issues. Trained new staff.

Onsite troubleshooting and repair of HP, IBM, Gateway, Sony and Apple computers. Ordered computer parts, documented service call processes and complied with ISO 9001 standards.