Review, process, and assist with physician’s offices to obtain documents to assist patients in receiving their diabetic supplies and/or pump supplies.

Help Desk Specialist Feb 2018 to Jan 2019 Computer World Services, Corp. (CWS), St. Louis, MO• Utilized REMEDY ticket system to properly document and respond to incidents, service requests, updates, and configuration changes and maintenance for a wide variety of equipment to include workstations and laptops.• Worked with a team of 23 other technicians on a software team together with Coast Guard personnel to resolve tickets in a REMEDY que or phone calls relating to Microsoft Outlook 2010, Active Directory, GAL issues, and any software programs that either require a license or no license to install.• Responsible for over 8,000 users, workstations, and laptops to Coast Guard officers and enlisted personnel, civilians, contractors, and GS employees.

• Responsible for supporting programs and clients to deliver technology infrastructure services to meet customers’ needs and expectations.• Provided first level support for resolution of customer’s incidents; escalated requests/incidents if necessary to our Tier II support desk via ticketing que.• Utilized the CA SDM Ticketing que for any customer requests/issues.• Resolved customers main issue with the TMS (Talent Management System) in terms of a password reset for accounts or a problem with their courses.

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.• Route calls to product line specialists, application, or system support.• Maintains and updates records and tracking databases.• Alerts management to recurring problems and patterns of problems. • Provides technical support to users for basic computer related problems. • Enters tickets into the call tracking tool; ensuring information is accurate, prioritized, and assigned to a queue.• Responds to telephone calls, email and personnel requests for technical.

- First line contact with users in terms of either in processing and/or out processing the A4 unit- Updating Excel spreadsheet when new users or current users depart the area- Assist with Lexmark printers in reference to cartridges changed, rollers replaced, and paper - Working with the REMEDY ticket que in assigning tickets to the appropriate technician(s)- Answering phone call questions from various A4 personnel- Provided service to technicians when called upon- Trained on imaging processes to setting up a VTC meeting- Trouble shoot minor customer responses at the front desk

Installation/Configuration of Exchange 2010 on multiple servers.• Configured and monitored of Database Availability Groups (DAGS).• Ran, created, and troubleshoot PowerShell scripts.• Implemented and managed of Exchange High Availability technologies.• Practical and technical knowledge of SMTP, Mail Routing, and Transport rule configuration.• Practical knowledge of Exchange 2010 Roles.• Troubleshooted Exchange services and applications via EMC and EMS.• Experienced in mail migrations from Exchange 2003/2010, or 2007/2010.• Utilized remote server and patch management.• Installed and configured usage of Blackberry Enterprise Server.• Installed and configured usage of Good Mobile Messaging Server.• Proof understanding of Active Directory Sites and Services.• Knowledge of architecture within an Active Directory root and child domain infrastructure. • Knowledge of Group Policy Management (planning, implementing, and troubleshooting).• Troubleshooted local and remote authentication and connection issues.

Directed in resolving 5,200 network computer jobs effecting 15,000 missions, transporting 250,000 passengers, and 94,000 tons of cargo.• Upgraded systems by targeting 66 highly vulnerable computers for security. • Guided a massive multifunction device by deploying 32 printers and configuring 1,200 personnel computers within 5 days and completed the task in 2 weeks.• Established a maintenance lab to implement a computer imaging solution; lowered system loading time by 80% with a Win 7 software refresh program.

• Instituted a classified alternative token deployment program that effected 1,200 users’ compliance within a 12 week period.• Devised a tasker dashboard to institute automated notifications.• Directed a 7 member team to manually configure 1,200 computers.

• Led by steering 7 personnel through 45 high outages to ensure proper tracking.• Directed 4 incidents and synchronized 3 activities in order to contain data prevent a security breach.• Led a support team in resolving 1,100 network issues on a weekly basis.• Overhauled the training program in identifying 42 discrepancies over 2 weeks.• Dedicated worker while handles the job with accurate precision and displays excellent customer service.• Consistently delivered rapid, outstanding service and support, resulting in a high level of customer satisfaction; kept in touch with users on updates.

• Led by steering 7 personnel through 45 high outages to ensure proper tracking.• Directed 4 incidents and synchronized 3 activities in order to contain data prevent a security breach.• Led a support team in resolving 1,100 network issues on a weekly basis.• Overhauled the training program in identifying 42 discrepancies over 2 weeks.• Dedicated worker while handles the job with accurate precision and displays excellent customer service.• Consistently delivered rapid, outstanding service and support, resulting in a high level of customer satisfaction; kept in touch with users on updates.

• Focused on technical support by invigorated a resolution of client support issues in minimizing ticket queue average by 75% in 2 months.• Led deployment team in executing a disaster plan in managing the operation of 26 computers within 8 hours with zero issues for 22 contractors. • Vitalized training by developing and executing a block training plan where 20 personnel were qualified on 5,000 tasks over 10 weeks.• Constructed a reporting system to assist customers with a quicker on-line support process that reduced response time by 10 minutes per user.