• Onsite and On Call Support• Setup and Provision New Hire PCs, Tablets, and Chrombooks• Account Admin and creation AzureAD and G Suite• Inventory Asset and Stock management• KB documentation for end users and support staff in Notion• Day to Day desk side tech support covering PCs, phones, printers, etc.• Lost equipment reclamation from ex Employees• New Hire training and documentation created• MDM management of Chromebooks, Tablets, etc• New Site rollout (warehouse, pharmacy, new office building)

• Onsite and On Call Support• Configure and Deploy ESET SMC and Clients to all systems• Account Admin and creation Active Directory• Account creation and Management for hosted Exchange (Intermedia)• VPN / RDP / Citrix Support for Remote Users• Avaya VOIP Phone management• Creating GPOs for Enterprise• Implement, install, and manage Veritas DLO Backup• KB documentation for end users and support staff• Full network topology restructure (Avaya to Cisco / Meraki Switches)• Day to Day desk side tech support covering PCs, phones, printers, etc.• IT Inventory management• Full asset tracking implemented to help with equipment loss.• Full inventory system rolled out• Print Queues created

• Tier 2 telephone and email support• Remotely supports a wide variety of desktop applications• Account Admin and creation on Office 365• VPN / RDP / Citrix Support for Remote Users• Cisco and Broadcloud Phone management• Creating GPOs for Enterprise• Active Directory Account creation• KB documentation for end users and support staff• Assisting and teaching Tier 1 techs

• Setup and Manage Users and PCs in Active Directory.• Created a FOG imaging system to create and deploy system images.• Created and rolled out a web-based ticketing system.• Responsible to log and follow up on issues reported by customers within SLA via a ticketing system.• Setup and maintained web-based ticketing system.• Setup and maintained IT CMS / Wiki for documentation and procedures.• Setup and rolled out web-based inventory system for IT and Sales.• Responsible for setting up RMAs on damaged PCs and replacing parts on Notebooks and desktops.• Interacted on a daily basis with customers both face to face and over the phone to resolve issues. Also resolving issues on client PCs via LogMeIn both during and after business hours when I was on call.• Responsible for periodic sever upgrades after hours..

• Phone support – Pipeline and DCS Analytical software• Created and worked cases for clients using Cisco WebEx / Remote Desktop• Tracked client issues and ensured that all cases were fully documented and resolved in Microsoft CRM• Troubleshoot issues with IIS and MS SQL across several versions of Server and Windows• Responsible for creating client-facing How To and Technical documents• Setup and maintained web-based ticketing system• Setup and maintained IT CMS / Wiki for documentation and procedures using Apache, MySQL, PHP, and Wordpress• Creating and running test cases for software QA using MS Test Manager• Software QA and bug reporting using MS CRM• Deskside support for four locations, mainly using ScreenConnect• KACE Administrator for imaging and scripts• vSphere VM administration and creation• McAffee ePO Administrator• AD Account creation• Exchange account creation• KB documentation for end users and support staff• Inventory and license control and tracking

• Tech Support for wide range of Dell Servers, JBODs, TBUs.• Phone support for various RAID, other hardware and software issues.• Responsible to log and follow up on issues reported by customers

• Worked on successfully launched Dell Photo AIO 922, 942 and Omega printers.• Created, and worked from, product test plans and executed product test cases for newly developed, as well as currently shipping Dell branded printers, to include inkjet and laser.• Used established reports and metrics as well as special reports as required to inform the engineering group of software and hardware deficiencies.