On-site support and maintenance for PC and Mac desktops and laptops.Resolving level 1 and 2 IT issues.Remote troubleshooting stores POS software, computer, phone, and other devicesReceived on average 10-40 phone calls per day regarding software and hardware issues. Created new users via Active Directory and Microsoft exchange Setup and maintain routers, switches, firewalls, and wireless.

Support relating to technical issues involving Microsoft’s core business applications (AD, DNS, Exchange, SQL, Hyper-V, Mimecast, Office 365, etc.), VMware Virtualization, and Client Operating Systems.Support of backup and disaster recovery solutions.LAN/WAN connectivity, routers, switches, firewalls, and wireless. Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

Analyze, diagnose, and resolve technical issue both on hardware and software sides.50% phone support around Outlook issues, MS office 2010 and 2016, as well as William Blair application.50% hardware deployment –setting up new workstations, printers, etc.PC/VDI (Virtual Desktop installations/setup)Remote troubleshooting for electronic and mobile devices including iPads, iPhones, Androids and Windows tabletsLevel 1 print server issues

Provide Technical Service and Support for our clients, which are primarily Law Firms including Partners, Associates, Lawyers, Administrators as well as ShareholdersTicketing software: Footprints, Service Now and Heat.Daily break/fix items (password reset, display issues, malware troubleshooting, etc.)Troubleshoot software, hardware and unified communications: ○ PTSN, VOIP, Video (Skype/Polycom/Cisco WebEx), VPN○ Citrix, VNC Viewer, Office 365 and Microsoft Outlook/Exchange/ PowerPoint.Active Directory (Enable/ Disable accounts, add permissions, reset passwords, unlock accounts, etc.)Remote troubleshooting for electronic and mobile devices including iPads, iPhones, Androids and Windows tabletsSupport Keno Kozie’s only Investment client with any MS Excel related issues including combining tables, formatting and data cleansingLevel 1 print server issues

Provide technical troubleshooting.Administrative support for all students, faculty and staff.Used Footprints software to input and respond to ticketing issues.Received on average 20-40 phone calls per day regarding computer issues.Used Bomgar to remotely access computers.

Acted as a facilitator for residents to enhance their knowledge of the university. Promoted academic excellence. Addressed student needs,and encouraged involvement among residents.

My responsibilities include assist students with word processing, LAN network. Maintain, extend and improve existing database applications.

Intern at the 5th Ward Alderman Leslie A. Hairston’s office. Worked on updating the office website. Recorded reports and helped maintain database.

Managed daily clerical and maintenance operations. Mentored young men from the ages of 11-15 years old on various topics.