Primary responsibility is to be the liaison between IT and all the Labs in the facility. Responsible for 150 plus lab computers. Maintain security and perform updates on all lab systems on a quarterly basis. Assist users with Multifactor Authentication via OKTA. Troubleshoot Lab issues along with End User Issues. Document all issues withing ServiceNow. Assist Level 1(MSP) and 2 with troubleshooting and escalations. Write Knowledge base articles and SOP’s. During Covid, made sure all users who were back onsite, could RDP to all lab systems and continue to work while away from office. Maintain all scientific software and procure licensing either perpetual or subscription based. Provide White Glove service to all users. Primarily a Cisco WebEx Environment but can support all forms of video conferencing. Work with Vendors on upgrades to computer systems/lab hardware. Research new ways to improve Lab Functionality and ways to make the labs better for the end users.

Install server, desktops, and any related equipment inside of Dental Offices. Install and configure firewalls, switches, and modems. Install and maintain 2d and 3d X-Ray Machines. Configure and setup networks/workgroups. Troubleshoot issues relating to hardware and software. Run Cat5e or cat6 cable inside of walls if needed. Perform annual maintenance for offices involving clearing temp files, checking for viruses, removing viruses, and overall pc health.

Accept jobs from Onforce and Field Solutions to handle a array of computer related jobs. Jobs can rage from installing POS systems, to Virus Removal to Digital Signage Setups.

Maintain all computers on campus. Build new images for all systems. Help troubleshoot resident issues with phone, tv, and internet. Build a brand new knowledgebase from the ground up. Create a new SMS system to deploy software remotely. Help set up A/V systems. Train users on how to use there equipment.

Build and Test Servers with Windows 2003 Server. Wire and Rack servers in the Datacenter. Monitor Remedy for any tickets related to servers and troubleshoot the issue and follow proper procedure to resolve the issue. Monitor VMware ESX 3.5 and make sure it is running correctly as well as the servers it is hosting. Assign IP Addresses when people request them and make sure they are in the correct VLAN. Validate Server builds for SOX documentation. FDA Validation of Servers. Write Technical Documents and create a VISIO diagram of the datacenter and racks.

Answer inbound calls and emails relating to Technical Support issues. Resolve end users questions and problems relating to Hardware and Software. Troubleshoot Blackberry issues ranging from installing new Firmware to re-activating the device. Image PC’s using Norton Ghost. Properly document all calls and emails. Upgrade Pc hardware such as Ram, video cards, cd/dvd drives. Help maintain Active Directory. Write Troubleshooting documents to help out the tier 1 and 2 techs. Assist Tier 1 and 2 techs with issues that are too complex for them to handle. Set up Video Conferences for End Users. Handle VPN Issues.

Answer inbound calls Pertaining to Cisco Web, Audio, and video Conferencing. Run Diagnostic Tests on all servers to ensure Functionality. Document all calls using Remedy. Provide customer Service to Cisco Employees regarding the software which would include MeetMe, WebEx, and Sametime.

Program Credit Card Machines. Troubleshoot Credit Card Machines. Answer billing questions, upsell terminals and services.

Answer incoming calls pertaining to Adelphia’s High Speed Cable Internet. Troubleshoot connectivity issues and email related issues. Determine if the there is an issue with the Server and escalate to the appropriate team. Was in charge of helping new hires become familiar with the system and also teach them proper troubleshooting skills.

Handle escalations from Tier1 regarding Verizon’s DSL service. Troubleshoot customers PC, Router, and Line connectivity to determine where the customer’s issue is coming from. Train End Users on how to set up and configure Email and how to best set up the DSL service. During High Call volumes, act as triage for Tier 1 and take some of their calls directly to expedite the queue.

Provide Phone support for the entire Iomega Product Line. Troubleshoot End User’s computer and Iomega Product to determine where the problem is. Setup and maintain a computer that would dual boot Windows 95, 98, ME, 2k, and NT and that it would work with all Products so you can replicate issues that the End User is having.