• One of two techs that helps support Norlin Library, the largest user base DDS supports at CU, along with other end user departments.• Field tickets from users, both remotely and in-person, bringing either speedy resolution to those cases or facilitated support to other teams of OIT.• Worked with backend teams (EI/EMS) on OIT initiatives and remote work implementation. • Setup new Dell and Mac machines per end users’ specifications. Assisting in the ordering process and transitioning users into those machines.• Maintained departmental AD and Group Policies and assisted with creation and/or troubleshooting of those items. • Troubleshoot any issues with end user hardware and facilitate support with hardware manufacturer.• Assisted with MFA and managed tunnel VPN implementation.• Assists Libraries IT with troubleshooting specific Library software. (Sierra, Connexion, ILLiad, Bookeye and Microfilm scanners)• Helped assist Norlin and CU move to a remote state due to COVID-19, and then to a hybrid state. Ensuring minimal downtime to end users and maintaining business continuity.• Readily assisted team with end user department load due to low staffing while maintaining high customer satisfaction.• Organized and maintain two storerooms: One for my team that includes a bench, and one for Norlin specific hardware. • Started documentation and creation of best practices and standards for assigned end user departments.

• Recognized need for specialized Field Desktop and started ET Field Desktop Support.• Assisted users with incidents and service requests, confirming reports are accurate with what the issue is and resolving the issue.• Installed new equipment, including but not limited to, laptop/workstation/desktop (HP/Dell models specifically), Toughbooks, Surfaces, dual or single monitor setups, projectors, needed peripherals.• Imaged machines through Ghost/DOS/SCCM, installed programs (Office Suite, VPN Client, etc.), added machine to domain and added to needed OU. • Facilitated moving user equipment into new office spaces and setting up per user specifications.• Adapted compatibility of older programs to meet new OS and hardware standards.• Fixed technical problems including, but not limited to, making new profiles in Outlook, peripheral maintenance and replacement, software troubleshooting including CXL, eSuite, ArcGIS, AutoCAD, MS Office Suite, Citrix, eScada, and Flowcal, and network printer troubleshooting.• Facilitated granting access to user to network and needed systems from OGE and Centerpoint Energy, then Enable. • Field Support Technician for 650 dedicated (1850 extended) end users from Wheeler, TX to Greater Oklahoma area to Ozark, AR.• Adapted and overcame issues stemming from out-of-date equipment and lack of needed tools, including SCCM, lack of roaming profiles, slow internet, and working off two domains. • Assisted in the merging of two company’s networks and domain over a 6-month process.• Assisted in 2 hardware refreshes.• Assisted in Windows 10 migration. • Engaged with Greater ET to assist end users in any issues they might have.

• Organized and Completed Service and Incident Reports through SCSM 2012, confirming reports are completed to the satisfaction of the end user.• Installed new user equipment, including but not limited to, laptop/workstation/desktop (Dell models, specifically), dual or triple monitor setups, IP telephone, and needed peripherals. • Imaged machines with Windows 7 Enterprise through PXE.• Organized, assisted, and moved user equipment to new office space, as needed. Moves can include moving six end users per day, up to 200 end user moves after hours. Cable management is given to each user setup for safety and neatness. • Assisted end user with software issues, troubleshooting included such systems as Peep, Petra, SAP, AS400.• Collaborated with team as needed on any and all issues team has been seeing recently, and actively seeking better tools and plans to deal with issues.

o Repairing hardware issues on PC. Including hard drive, power supply, RAM, and peripheral replacement.o Created emails and user accounts, synced with CAC Card tokens.o Support contact for NMCI (Navy and Marine Corps Intranet) while they fixed issues unable to be fixed because of security permissions of the unit.o Encrypt and decrypt hard drives for use in other computers.o Security advisory with Marine and Navy systems, including proper procedures for security breaches, preventing phishing and whaling, and proper chain of command procedures should issues arise.o Direct contact and technician for SNCOs and Officers of my unit. Directly helped them with any issues that may arise with repair and organization of the unit technicians. o Carry out mission of the Marine Corps.o Set up RSAM and DEOS military phone switches at training events.

• Take calls from customers in the Enid,OK area and assist them by remoting into their computer and troubleshooting the issues.• Maintain and troubleshoot medical systems on both Server and Client side. Managing 200+ users over 50+ businesses across Oklahoma. • Trained users in proper operation of systems as well as training other technicians to help clients with issues. (Allscripts ProPM, MyWay, and EHR. Mysis Tiger and PM).• Install and troubleshoot MFPs, printers, and scanners.• Maintain and troubleshoot AD servers including but not limited to making and disabling users, setting up fax servers, and changing permissions with user accounts. Manage over 500+ users over 75+ Active Directory servers. • Setup, install, and troubleshoot client PCs, including hardware and software issues. • Document network and server connections for server site moves, which included client equipment’s DC, Exchange, and software (PMPro) servers. • Setup, troubleshoot, and repair LAN networks.