• Advised client on what business-related system and software are needed• Built pricing plan and replacement schedule proposals • Provided full customer support o Provided hardware diagnosis and repair o Provided full system recoveries o Provided any install of software packages• Provided education to the client on their new systems and software

• Continually develop a five-year technology lifecycle plan for long term management and replacement of the audio and visual equipment, software, and computer and printer/copier technologies for the church. Plan is updated annually as needs and technologies change.• Plan technology budget on an annual basis.• Oversee three team members.• Train users on new technologies as needed and new users on current technologies. • Support and maintain current equipment and software as needed.

• Managed multiple client(s) to IaaS projectso Worked trouble tickets in ticketing system for specific client(s) Troubleshooted network connectivity of devices being monitored• Engaged NOC, SOC, and Tier 3 support teams when needing to escalate Reported findings back to client(s)o Standardized data sent by client to bulk load into SysMON systems Converted flat file of devices needing to be uploaded into SysMON into readable format so that the Oracle bulk loader could read the device and load them under the correct client(s)o Maintained knowledgebase for team Created new documentation for project work Updated old documentation so that it would remain current for the project work Created documentation for training of new team memberso Created client(s) accounts in McAfee SEIM Configured and ran reports for client(s)o Trained new personnel, Mentored team Provided shadowing of job function so that new members could understand what the team did on regular basis

Supervised teams of 4-5 technicianso Verified the inventory received was correcto Reported findings back to command bridgeo Replaced all devices at client’s locationo Troubleshooted network and system errorso Kept team on timetable provided by command bridge

• o Provided password resets for Lotus Notes, Active Directory, Linux/Unix, and other proprietary software applicationso Diagnosis and repair of infrastructure devices Troubleshooted network connectivity issues and reported findings back to Network Administrator Troubleshooted system issues and determined if the issue was hardware or software related• Ordered new parts for any hardware related issue and repaired system when parts were received• Verified that the software issues were caused by an approved softwareo Repaired the software o Removed software that was not approved to be on system that was causing issues o Created all new employee accounts and group permissions in Active Directoryo Created Linux IDs and group permissions for the Apache Serverso Provided software support Cell Phone Setups Software installations Re-imaging of systems