Performing Deskside IT Services to all employees of UNLPD.Performing preventative maintenance of computers, servers, and other IT Related systems on a set schedule based on update cadence and need. Providing guidance and Training to all levels of UNLPD to improve IT related security practicesFully managing Body Worn Camera Technology and In Car Camera Technology for the Police Department and providing Training regarding the use of these systems. Providing oversight of Budgeting for UNLPD IT and purchasing IT resources relative to a set budget that updates yearly.Attending Training and Trade Events to learn about new Law Enforcement and IT Technologies and implement improvements for UNLPD.Working in conjunction with the Information Technology Department covering the entire university as a whole (UNL ITS) to ensure continuity of UNLPD Technology solutions as they relate to changes or updates to security and hardware policies handed down by the University. Deploying Software remotely to University PCs via SCCM and Creating/Testing Packages for SCCM Deployment.Installation and support for the Central Square Computer Aided Dispatching System for the Police Department.Performing Back end maintenance and management of the UNL Fire Alarm System (Microkey/MKS)Active Directory Management and administration including Group Policy administration.

Perform independent problem solving of network connectivity, application, software, and hardware configuration, and security issues. Perform administration, monitoring, and maintenance of computer software, hardware, and network connectivity in an enterprise, service provider environment. Prioritizing requests to provide appropriate support response levels in an efficient and effective manner. Performing user account administration to create, modify, and remove access to Information Technology systems. (Active Directory, Mainframe, other State specific systems)Research, create, implement, and maintain support processes and documentation for use by the entirety of my team and also providing this documentation and training for other teams as well. Receive escalated issues from first tier support staff and assist end users with issues too complicated for level one supportCollaborate and coordinate support efforts with all tiers of support staff and other Technician teams within the state of Nebraska.Assisting with assignment of tickets for the entirety of the team and maintaining the ticket queue to make sure tickets are assigned timely and correctly.

Coordinating freelance technicians to perform IT based install work for exterior clients. staying in touch with our client, field technicians, and install sites via phone, text, and PC/email in order to facilitate installs of equipment. Assisting with scheduling of jobs with sites or technicians. Spending time assisting field technicians with aspects of their install (Tier One) and handing off to Tier 2 support when appropriate. Correcting work orders with billing changes adding or removing amounts based on if out of scope work is done or if work is not completed as shown in the work order.

Managing a 15 agent service desk responsible for providing 1st level, Phone based IT support for the Department of Education of the United States. This job involves managing and creating schedules based on call volume and trends, performing 1 on 1 coaching with agents for process improvement and career advancement, creating reports using office software to identify top call drivers, gaps in coverage, and trends in audit misses for agents and to identify process gaps that are affecting service level. Acting as a liaison between the department of education and Dell to find, identify and solve process gaps and work towards overall improvement within the service desk.

Working in a Car Dealership environment working as a Desk side IT Technician. The IT Department at Anderson was only the IT Director and myself, so all aspects of IT were under my umbrella at Anderson Auto Group. Performing Break Fix work on PCs, Printers, and Credit Card Readers all fell under my watch. Network administration, Physical Wiring work with Ethernet and RJ-11 cabling, Email administration, Firewall maintenance and administration, Commercial Grade Web filter Maintenance and administration (Barracuda Networks), Performing Maintenance and administration of a VoIP corporate phone system (Allworx), Performing administration on indoor digital signboards and large scale outdoor digital signage, light work on maintaining digital security systems, providing face to face support for all employees of Anderson Auto Group.

Providing Tier One Technical Help Desk Support for external clients. Performing over the phone troubleshooting of minor issues and submitting tickets to higher level technical support teams when the scope of the problem was outside of Tier One support. Also remoting into end user machines and performing hand on troubleshooting and working towards a First Call Resolution for the client.