It Service Administrator Iii
CurrentProvides Tier 2 support by analyzing and resolving incidents and requests regarding use of business applications, operating systems, software, remote access, security software, telecommunications and other areas as defined.Researches, analyzes, debugs, and resolves access issues. Tracks recurring issues. Develops and executes permanent solutions.Develops and authors knowledge articles to improve internal support capabilities. Reviews and improves knowledge articles created by others.Leads implementation and on-going support of hardware and software systems and the interaction between workstations, servers, networks and computing/telecommunications resources.Participates on and/or leads special projects or initiatives to develop/expand area of expertise of the team.Oversees the installation and maintenance of hardware, software, LANs, WANs, network operating systems, servers, PCs and/or telecommunications equipment.Designs, installs and tests networks/telecommunications systems.Performs special projects as assigned, to include needs analysis, design, implementation, configuration, testing, and documentation.Evaluates and recommends vendor products.Ensures assets are properly documented and tracked.Projects:-Worked on the implementation process and training of staff of a new remote support tool in the organization. Created process and training documentation, deployed this information and collected feedback. (BeyondTrust)-Designed, programmed and implemented a complete refresh of the GUI tool the organization uses to migrate data between endpoints. Provided user training and feedback collection on the tool. Continues to maintain the code. (Powershell)-Revised code behind software scan tool to collect and categorize software installed on endpoints by the end user. Corrected code and worked with multiple teams to ensure the final report the tool generates meets all requirements. Continues to maintain code. (Powershell)
