• Assist with end users’ requests via support tickets, phone calls, and direct emails• Maintain records of all work performed in corporate ticketing system (Naverisk)• Connect to desktops remotely to diagnose and resolve issues• Maintain record of all work performed, original issues, and result• Research unclear issues using references and Internet forums• Troubleshoot issues on Windows and MAC operating systems• Assist with Office and Outlook configuration• Transfer user profiles between workstations• Install PCs, equipment, and peripherals• Diagnose and repair/upgrade hardware issues• Prep PCs for use; securely dispose of old PCs• Assist with printer, copier, and scanner issues and/or repair• Work with vendors and third-party companies on issues• Perform software upgrades/updates

• Ability to empathize with the customer• Problem solver with effective persuasion skills• Ability to effectively trouble-shoot technical problems• Ability to work independently; highly motivated and detail-oriented• Ability to show judgment and initiative• Ability to communicate in a clear, professional manner• Strong working knowledge of cable communications products/services to include video (TV), data (internet) and voice (telephone)• Ability to overcome objections• Knowledge of Business Telecom complexities• CSG billing software experience

• Provide leadership, vision, and management to the IT department• Establish/direct the strategic and tactical goals, policies, and procedures for the IT department• Provided guidance to the IT personnel to assess and respond to technical needs• Ability to coach, mentor and develop IT team members• Implemented a LAN/WAN unified communication telephony throughout organization• Applied project management to IT projects. Make adjustments based on complexity and scope• Review strategic goals and initiatives, promote team building and work to provide growth paths for staff• Supervise, conduct performance appraisals, and delegate work assignments for all IT personnel• Responsible for implementing information technology related policies, procedures, processes and best practices• Responsible for the ordering, acquisition, inventorying, and disposition of hardware and software• Maintain the integrity and continual operation of the IT network including the wireless networks• Ensure the continual functioning of mission critical operations• Broad knowledge of information technology trends and practices including networks and desktop computing• Ability to look for and develop short/long-term solution and be proactive addressing IT needs for organization• Develop, communicate, and implement effective growth strategies and processes• Provide all phases of technology planning, system integration, and full technology development• Develop objectives and strategies in support of overall Corporate MIS goals• Evaluate available company resources and capabilities required to meet corporate IT needs• Assess and anticipate technology projects and recommend appropriate action and resources• Ability to support IT Core Values by focusing on integrity, ethics, respect, innovation and drive• Ability to manage vendor relationships and grow business partnerships to enhance IT services• Design, establish, and maintain a network infrastructure for local/wide area connectivity