- 2nd level technical support for all hardware and software issues, audio, video and web conference support; managing, administering and coordinating issues relating to video, audio and web conference requests- Work on various concurrent projects which progress at a pace driven by the firm’s business objectives- Research application software solutions, assessing their feasibility as a resolution or workaround- Troubleshoot and develop technical solutions and training related to software and setup errors for Service Desk/DTS analysts- Assist with audio, web, and video conference set-up and support, including conference room set up and support for presentations, including providing offsite IT support for presentations and seminars- Perform installation and repair of computer hardware and peripherals, including, but not limited to desktops, laptops, monitors, digital voice recorders, printers and scanners, wireless cards- Support and install mobile computing and communications devices, including but not limited to iPhone, iPad, Android, Windows mobile units- Perform preventative maintenance tasks to ensure optimal performance of all desktops, laptops, printers and other computer peripherals- Track user support calls and response in the Firm’s ticket tracking software- Active participation in maintaining an internal knowledge base system- Cross train other Desktop support staff to create secondary layer of support when required- Maintain, as directed, overall responsibility of local server room, MDF closet or other areas where network infrastructure is located and escalate issues to management in a timely manner- Perform 1st & 2nd level VoIP telecom support- Develop policies, procedures and best practices to ensure client experience with Desktop Services meets or exceeds business needs and customer expectations- Plan, write and maintain application and user support documentation when required

Directed company-wide training sessions for cloud data migration, four sessions per week for four weeks, training on benefits, changes with cloud data backup, and training necessary to fully utilize the new system.Overhauled new hire process streamlining and reducing overall time needed to complete process for new employee equipment and accounts. Supported company staff, resolving technical issues on company software and hardware.Maintained ticketing system for requests and addressed in prompt manner solving issues. Completed long term projects needed including system upgrades, new services, and employee training.

Directed enterprise antivirus and security systems, responding to alerts, and patching systems to avoid malware process.Managed first month reduced overall ticket volume by 60% via thorough attention to backlog and cleanup.Saved company $40,000 on unused security software licensing from third party vendors.Trained new hires including system deployment, account creation, and day one training on relevant systems and devices cloud management of backups, mobile devices, and system imaging.Supervised team of desktop admins and completed support requests in a brief timeframe.Conducted weekly team meetings to stay up-to-date on current internal workflow and potential issues.Led corporate antivirus for 1,200 user endpoints and 100 server endpoints.Transitioned to new encryption service and decommission of old encryption service servers and devices.Provided internal support for 1,200 employees.

Aided with installation of a new license plate reader system for the local police department including car mounted cameras and intersection cameras with 4G data connection.Directed transition from local exchange server to MS Office 365 Exchange Online (500 users).Supported and serviced city employee’s desktop hardware/software.Managed and responded to request queue.Replaced faulty system components.Worked with third party vendors installing software and hardware to support the local police department.

BHG Mason-McDuffie provides uniquely reliable expertise and timely, coordinated services that address the specialized real estate needs and concerns of buyers, sellers and agents.