responsible for providing high quality service to the Firm and its clients by responding to incoming calls, diagnosing and resolving customer problems, escalating calls to the next level of service as necessary, and following up with customers to ensure successful problem resolution. Job Responsibilities include: Maintaining a very high level of customer service; ensuring that the Help Desk provides timely responses to requests via phone, email or desk side support; troubleshooting and… Show more responsible for providing high quality service to the Firm and its clients by responding to incoming calls, diagnosing and resolving customer problems, escalating calls to the next level of service as necessary, and following up with customers to ensure successful problem resolution. Job Responsibilities include: Maintaining a very high level of customer service; ensuring that the Help Desk provides timely responses to requests via phone, email or desk side support; troubleshooting and resolving various technical issues by utilizing the IT knowledge base or performing further research; documenting all issues in the Firm’s call logging software; responding to customer requests for information; escalating tickets to other areas of IT as necessary; making suggestions for improvements; and performing other duties as assigned. Show less

Data Network Technician- responsible for the installation, configuring, and management of data network systems in both stand-alone and client-server environments, including Microsoft based curriculum on MS Exchange/Server, CISCO Certified Network Associate (CCNA) modules 1,2,3, and 4 as well as other authorized data network systems. Plan and execute the integration of multiple information systems, to include Data Distribution System-Replacement/Modular (DDS-R/M), in a network environment… Show more Data Network Technician- responsible for the installation, configuring, and management of data network systems in both stand-alone and client-server environments, including Microsoft based curriculum on MS Exchange/Server, CISCO Certified Network Associate (CCNA) modules 1,2,3, and 4 as well as other authorized data network systems. Plan and execute the integration of multiple information systems, to include Data Distribution System-Replacement/Modular (DDS-R/M), in a network environment, evaluate and resolve customer information systems problems, and effect required hardware upgrades and repair to maintain mission capability. Show less

VMware Systems Administrator: (leadership role)Assisted 25,000 end users with application, software, hardware and maintenance issues in regards to our virtual desktop environment while hosting mission critical applications such as SharePoint, Playbook.Managed users, groups and computers on Active Directory for the MCIEast Organizational UnitScanned both a classified and unclassified network using Retina and ACAS in order to remediate all hardware and software peripherals… Show more VMware Systems Administrator: (leadership role)Assisted 25,000 end users with application, software, hardware and maintenance issues in regards to our virtual desktop environment while hosting mission critical applications such as SharePoint, Playbook.Managed users, groups and computers on Active Directory for the MCIEast Organizational UnitScanned both a classified and unclassified network using Retina and ACAS in order to remediate all hardware and software peripherals utilizing WSUS, Horizon View Master Image Pools and Altiris to ensure STIG compliance with current DOD/IA directives.Implemented database management tool “KIOSK” using Microsoft Access to work simultaneously with Remedy for improvement of processing, managing and tracking of equipment maintained on NIPR SIPR and CXI networks for our siteDocumented and trained incoming Marines on Plan of Action and Milestones, Maintenance Procedures, How to upgrade NetApp Unified Computing System Manager Profiles, Hardware Bios, Firmware, ESxi, VSphere, STIG Remediation, Outage procedures along with our Standard Operating Procedures. Show less