Joseph P. Email and Phone Number

IT service desk analyst providing tier 1,2, and 3 IT support.

User Support: Serves as a primary helpdesk support analyst for multiple locations. Answers helpdesk calls, determines nature of the issue, and enters work order or trouble ticket into the Information Technology (IT) Helpdesk system. Assists users with basic software application support with all applications. Assists users as an organizational unit (OU) manager with routine network access problems including account lockouts and password changes. Communicates on a regular basis with users, notifying them of any IT issues and instructs users in necessary action to be taken. Computer Support: Responsible for all desktop and server support to include setting up, installing, upgrading, patching, security and troubleshooting PC hardware and software within established standards and guidelines, while supporting users’ request. Configures scanner-copier-printers to function in line with information security policy. Maintains current and accurate information regarding location and status of CMS IT equipment for purposes of property inventory. Responsible for obtaining quotes for IT equipment purchases. Information Security: Responsible for implementing IT solutions adhering to information security policies. Maintains access control lists and reports for all internal and external employees and vendors. Manages file backup solutions, in a secure manner. Executes information security assessments in coordination with the CMS Division IT lead and implements solutions to areas found deficient. Network and Telecommunications Support: Coordinates and schedules maintenance, operation, enhancement, and support of local area network, wide area network, and telecommunications systems with DOH Office of IT (OIT) staff. Assists the CMS Division IT Lead in the development and coordination of a distributed infrastructure that adheres to information security policy for the CMS office(s) supported. Submits communications service requests (CSRs) and coordinates changes with vendor

This Systems Programmer II position is in the Information System Program at the Department of Revenue in Tallahassee, FL. This is work providing technical assistance to computer systems and users. The incumbent may also be responsible for the installation, configuration, maintenance, and support of workstation and server hardware and software, File Transfer Protocol (FTP), Batch Job Scheduler, and other applications as appropriate. Consults with users, management, vendors, and technicians to determine computing needs and system requirements. Analyzes workflow and assigns or approves scheduling of work to meet priorities and goals.

Customer Satisfaction: The incumbent will come to work and exhibit an attitude of friendliness and eager customer service towards all employees and act respectfully and courteously to fellow employees at all times. This position will require dally travel up to 50% of foe time. Provide technical customer service focused foe needs of the client and the satisfaction of the customer services. Installs and implements distributed computer systems hardware, software, and communications components including enhancements and upgrades. Edits and modifies configuration files for the distributed computer operating systems software, applications software, and the communications with other computers, printers, and other peripheral equipment. Monitors foe use of software and hardware throughout the network and provides for on-going identification and resolution of user needs. This position participates In data processing technical work installing, implementing maintaining, and supporting multiple distributed computer systems for use by end-users including the hardware, software, and communications components of distributed systems. Conducts on-site systems reviews to evaluate user compliance to system standards and procedures. Analyzes and resolves hardware, software and communications problems using diagnostic software and/or technical trouble shooting processes. Conducts on-going support to identity method s/technical for improving foe use of existing hardware, software, and documentation. Assesses the effectiveness of hardware, software and communications performance and coordinates with the analyst for improvements.

Install the sites computer, telephone, CCTV, network equipment. Provide technical support for all computer, printer, telephone, CCTV, network users. Perform preventative maintenance, system maintenance and troubleshoot all computer, printing, telephone, CCTV, and network equipment. Preform software installation and software maintenance on computer equipment. Create computer images and clone computer hard drives for all end user computers. Maintain and order computer, printer, telephone, CCTV, network supplies. Maintain the sites education labs for inmate users. Educate and train all users on software and hardware usage. Keep track and maintain a working Information Systems inventory for the site. Perform security audit of the sites computer hardware and software making sure all users are in compliance with company policy. Plan the sites Information Systems budget with the sites Business manager and the MTC Information Systems director

Perform necessary functions for new and prospective customers, including scheduling of installation, entering of account information on computer system, selling services, upgrading services, providing information on service availabilities, and providing general information on online services and other self help options.Provide technical telephone support for Television, Broadband Internet Services; Home Phone; Home Networking, including diagnosis and resolution of software/hardware issues.Support field personnel with enabling and servicing of Broadband Data Services.Handle inbound inquiries.Use tools and software provided to identify provisioning errors, call routing concerns and phone porting issues.Respond to e-mail and or other generated trouble tickets and service related questions in a timely manner.4.0 Customer service award November-March.Numerous Kudos calls by customers.Best Customer service score for Januarymost improved post call work Score for Januaryapart of team that won best post call work competition for lowest score