Helping those who are helping others.

Help Desk:Responded to incoming client requests via phone or ticketing system.Analyzed incoming requests for immediate resolution or escalation to higher tiersWorked independently to resolve Tier1\Tier2 issues relating to servers and desktops across multiple platforms and domainsCollaborated with all team members to resolve client concerns achieving swift resolutions.Documented procedures in ticketing system and knowledgebase.Supported an extended range of client LOB… Show more Help Desk:Responded to incoming client requests via phone or ticketing system.Analyzed incoming requests for immediate resolution or escalation to higher tiersWorked independently to resolve Tier1\Tier2 issues relating to servers and desktops across multiple platforms and domainsCollaborated with all team members to resolve client concerns achieving swift resolutions.Documented procedures in ticketing system and knowledgebase.Supported an extended range of client LOB software packages, including Quickbooks, Ebix Solutions, Anchor Sync, AppRiver and other cloud based vendors.Setup new end users for AD \ Exchange in hosted environments as well as client virtual environments. DaaS Deployment:Worked within the DaaS Enterprise Center to create\update client patterns.Created client server 2012R2 Desktops, modifying user experience to client needs, installing software, connecting printers, confirming group policy edicts, etc..Collaborated and personally assisted with deployment of desktops to end users, creating detailed documentation for end user reference. MSP Duties:Monitored client servers\desktops using remote monitoring system LabTech.Corrected\resolved patching, antivirus, or other monitored services that did not conform to client specification.Advised clients of possible issues concerning remaining disk space, processor overloads, critical events, and others as requested by clients.Detected and reported concurring issues among multiple clients that required intervention from higher Tiers.Using LDAP and other reporting software, created, maintained and distributed compliance reports for clients governed by HIPAA, SOX, PCI etc. Show less

Deskside and remote technical support for 75-100 employees.Windows 7 WAIK and WDS deployment and maintenanceResponsible for desktop and laptop hardware and software installations as well as assisting with installation of a wide variety of network devices.User setup in Active Directory and MS Exchange with understanding of group policy scripts relating to printer assignation, location mapping and Spiceworks integration.Telecomunications support and maintenance… Show more Deskside and remote technical support for 75-100 employees.Windows 7 WAIK and WDS deployment and maintenanceResponsible for desktop and laptop hardware and software installations as well as assisting with installation of a wide variety of network devices.User setup in Active Directory and MS Exchange with understanding of group policy scripts relating to printer assignation, location mapping and Spiceworks integration.Telecomunications support and maintenance for Shortel Director and POE / IP Shortel Communicator phone systemResearches and resolves technical problems as assigned.Inventories and archives all desktop hardware using Spiceworks and processes equipment for return or repair.Responds to telephone calls, e-mail and personnel requests for technical support from internal as well as external clients.Documents, tracks and monitors the issues in a timely manner using the Spiceworks ticketing system. Show less

Provided Computer and PDA help desk support for internal employees as well as field employees from the East coast to the West coast.

Responsible for administering the network and providing user support for approx 150 employees located at 9 hotels in Cleveland, Dayton corporate headquarters, and nine business centers. • Supported Microsoft Office 2000XP & 2003 Outlook, Power Point, Word, Access, Excel, Publisher and Front Page end-users.• Administered Microsoft Exchange Server, including database maintenance and repair.• Executed password resets and move/add/change requests for both computer network and ACD… Show more Responsible for administering the network and providing user support for approx 150 employees located at 9 hotels in Cleveland, Dayton corporate headquarters, and nine business centers. • Supported Microsoft Office 2000XP & 2003 Outlook, Power Point, Word, Access, Excel, Publisher and Front Page end-users.• Administered Microsoft Exchange Server, including database maintenance and repair.• Executed password resets and move/add/change requests for both computer network and ACD phone system. • Resolved connectivity issues, malfunctioned switches, routers and hubs and implemented new or additional technology for outside vendors.• Maintained inventory and made recommendations for upgrades and refurbished older machines for re-deployment to user community. Show less

Supported staff members as well as visitors using the 13 Macs and 10 IBM compatibles open to public by answering questions, troubleshooting, evaluating, and recommending solutions for technological problems. • Supported all on-site technology which included PC setup and maintenance, video conferencing equipment, laptops, box lights, digital cameras, and TV/VCR hookup.• Documented step-by-step procedures for using various software programs and utilities and on-site… Show more Supported staff members as well as visitors using the 13 Macs and 10 IBM compatibles open to public by answering questions, troubleshooting, evaluating, and recommending solutions for technological problems. • Supported all on-site technology which included PC setup and maintenance, video conferencing equipment, laptops, box lights, digital cameras, and TV/VCR hookup.• Documented step-by-step procedures for using various software programs and utilities and on-site equipment.• Created detailed written IT departmental procedures for completing day-to-day functions of the job, e.g. backup procedures, new PC setup and configuration.• Researched software/hardware issues and replacement costs and provided detailed results in a written report with observations and recommendations. Show less

• Supported 150+ user community to resolve problems and recommend solutions. • Installed, configured and supported PC hardware, i.e., FDD/HDD/CDROM, video cards, and memory.• Upgraded processors, partitioned and rebuilt HDD's, replaced power supply, and resolved hardware conflicts.• Installed, configured and supported Windows 95 and 98 on user workstations and other software. • Supported community of HP printers, networked and local, including installing maintenance kits… Show more • Supported 150+ user community to resolve problems and recommend solutions. • Installed, configured and supported PC hardware, i.e., FDD/HDD/CDROM, video cards, and memory.• Upgraded processors, partitioned and rebuilt HDD's, replaced power supply, and resolved hardware conflicts.• Installed, configured and supported Windows 95 and 98 on user workstations and other software. • Supported community of HP printers, networked and local, including installing maintenance kits, troubleshooting printing problems, and resolving network issues through HP Jet Admin. (4si, 5si, 4000c, 8000 & 8001 as well as HP Deskjets) • Assisted in upgrade of entire network from token ring to Ethernet, including swapping out NICs, toning connections and patch panels, replacing MAUs with Ethernet hubs and making CAT5 patch cables. Show less

• Managed submission of daily batch processing jobs, creation and rotation of backup tapes (reel tapes, cartridges, IBM Magstars) for the AS400, network NT/Novell servers, COLD system, Periphonics, Meridian and PBX databases. • Maintained AS400 scheduled system backups, applied PTF's on regular basis and monitored system resources.