Customized managed IT services, which we provide to the entire Salt Lake City region and beyond. 911 IT provides authentic expertise in all our services and is ready to deliver IT services that help your company whenever you need them.- Cultivate innovative processes and procedures for continuous improvement towards operational excellence to increase the level of service provided to clients.- Develop processes for the provisioning of desktops, laptops, mobile devices, etc.- Report on key performance indicators (KPIs) to determine team performance and areas for improvement.- Enforce extensive support for critical issues, such as outages with ISP, servers, and email systems.- Produce proactive reports, trending analysis, service level reporting, and process consultation.- Provide data and reporting of KPIs and trends to other departments, weekly, monthly, and as needed.- Manage the diagnoses and repair of hardware and contact appropriate service vendors when necessary.- Develop and document standardized user processes and procedures and "how to" documentation. - Mentor Technicians on any aspect of their position.- Coordinate and schedule resources for service requests.- Manage activities of all technicians.- Manage the workflow of all service requests.- Provide clients with customer service as needed.

- Responsible for the delivery of assigned tasks within the delivery cycle of a project.- Understands a broad spectrum of the company's technology in order to deliver part of a detailed technical design, which meets customer requirements.- Tasks may include installing new systems applications; updating applications, firmware, and drivers; creating boundaries for as well as performing configuration and testing activities; applications programming for assigned modules within a larger program; assisting in the preparation of technical presentations and demonstrations; and participating in customer meetings.- Worked with minimal direction from the technical lead and with customer-nominated representatives to accomplish assigned tasks. - Contributes to design for specific deliverables and assists in the development of technical solutions.- Participates as part of a team and maintains good relationships with team members and customers.- Understands the company strategy and the role that the individual plays.- Uses knowledge tools and re-uses information for the benefit of projects, and of professional development.- Uses and contributes to technical forums within the company environment local professional communities and technical user groups.- Provides Inventory, Life Cycle, and Product Management

- Provide Tier 1 Support for all IHC Employee Software and Hardware- Provide Password reset and recovery option for users- Manage ITIL Practices using ServiceNow- Support all Information Health Systems through IHC and SelectHealth- Support All Microsoft Products including O365

- Lead and implement document and records management systems, from initiation to end-user delivery.- Analyze and improve overall technical notes and production fixes.- Report on any bug-reported issues and create user modules to assist with bug-related issues. - Standardize data and records through remediation as well as changing organizational policy.

I currently manage multiple marketing systems at Academy Mortgage. I test and bug daily. Access management for SureFire CRM. Run specific analytic marketing reports and educate and train employees on specific systems.

- Field and resolve incidents and requests from inbound calls by Academy Mortgage employees in a timely manner.- Troubleshoot basic issues with Windows operating system, Microsoft Office Suite, and Academy-specific applications both over the phone or through remote viewing software.- Creation of Incident and Request records through Service-Now ticketing system.- Troubleshoot hardware issues over the phone Communicate with field users in terms and phrases that accommodate for all levels of technical understanding.- Basic use of Active Directory interfaces to control user accounts.- Troubleshoot mobile device management issues on user mobile devices.

• Responsible for providing the first line of technical support of hardware, systems, sub-systems, and applications for customers and employees.• Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.• Typically provides technical support for internal and external customers.• Escalates complex problems to a higher level of expertise within the organization.

Reimaged and setup multiple computers. Performed software and hardware support from outlook to browser troubleshooting. Sent out and shipped reimaged builds to employees. Follow ITIL service practices using Service-Now for reporting, ticketing, and resolving end user issues. Performed many account based issues through Active Directory including security and group maintenance. Added and removed users from Exchange server and other similar like duties in other systems.