Provides first level support to YNHHS customers to resolve ITS and EPIC related issues. Documents reported problems in IT tracking system and escalate to next tier support to if necessary.Identifies learning opportunities based on incoming inicidents.Shares knowlege with peers through venues such as in -service, email communication and staff meeting discussions.

• Configure, deploy, and support desktops and laptops• Support of laptops, desktops, tablets, smartphones telephony devices, printers, conference room equipment, infrastructure computing, trade floor and Cisco Telepresence• Incident support of customer designated standard and non-standard coreload software• Service Request support for installs, moves, adds and changes (IMACs)

Provide surveillance of Time Warner Network using all applicable TOC Network, Systems Management Tools in accordance with Technical Operations Standard TOC Support Model.Responsible for Declaration of outages within the Billing SystemPerform initial troubleshooting, problem analysis and isolation of HFC network and system events Provide cross-functional communication regarding service interruptions or degradation which impacts our internal and external customers.Perform tracking, escalations, and management of Incidents to resolution.

24 x 7 monitoring of all components of the network via network monitoring systems and direct access to switches, firewalls, routers and other network peripheral equipment.Rebuild machines; software installation and upgrades (Windows XP to Windows 7 or 8).Open trouble tickets; provide remote service to external and internal clients including preventative maintenance.Provide remote service to external and internal clients including computer maintenance and software installation (desktop/server).Open trouble tickets and follow up network/customer issues per NT practices and procedures.Coordinate testing with customers on customer trouble tickets.Interface positively with peers, other department, carriers and customers to identify operational issues and provide expedient corrective actions.Ensure that all paperwork such as customer, internal and maintenance tickets are completed accurately and in a timely fashion.Accept On-Call responsibilities on a rotating schedule with other technicians.

High-profile professional charged with troubleshooting and supporting home networking and router/firewall devices. Identify, track and communicate service related issues.• Identify, implement, and coordinate best known resolutions with my team, NOC, and anyone tracking the issue. Executed router level troubleshooting for customer’s networking devices relating to the OS wireless function, gateway settings, TCP/IP port forwarding, and firewall security. Conduct detailed investigations and offered products that will enhance the customer experience.

Accomplished professional recruited to furnish support for Business Class Internet & Phone to Hospitality, and Teleworker.  Assisted with the administration of standard, vanity and non-vanity e-mail and also DNS and Static IP. Furnished expeditious resolution to billing questions and process systems tasks such as payments and scheduling appointments.

Engaging professional appointed to identify, resolve, and educate technical difficulties using established troubleshooting procedures.  Ticketed and Recorded online connectivity and e-mail issues using database

Technician selected to furnish warranty and post warranty service for 27, 000 students Apple, Dell, and IBM machines in conjunction with diagnosing, repairing, backing up and recovering data. Remediated operating systems, configured security, and networked for campus access.

Furnished expeditious resolution to first level call center issues of 50 faculty and staff, while assisting with rollout, deployment, configuration, and machine policies in a laboratory setting. Championed provision of support for up to 30 laptops during classroom lectures.