- Provided baseline support of implemented systems- Prepared knowledge articles that could be published within the helpdesk knowledge base- Ensured members of the team had a clear understanding of all the IS standards and procedures- Verified documentation of existing systems - Modified policies as needed to execute system changes- Provided off-hours support as needed to address security related concerns- Ensured that customer user manuals, project documentation, and knowledge articles remained accurate- Validated and approved knowledge articles prior to publishing within the helpdesk knowledge base- Handled new hire account creations, account updates and account terminations- Administered and maintained our organizations systems, including email- Researched, resolved and responded to end-user issues/problems related to account administration, email issues and desktop including application issues received via Remedy work order- Performed file restores- Created and updated H: drives as needed- Maintained documentation pertaining to account administration procedures- Provided assistance to outsourced Helpdesk as needed- Maintained knowledge base articles for outsourced Helpdesk

- Handled new hire account creations, account updates and account terminations- Administered and maintained our organizations systems, including email- Researched, resolved and responded to end-user issues/problems related to account administration, email issues and desktop including application issues received via Remedy work order- Performed file restores- Created and updated H: drives as needed- Maintained documentation pertaining to account administration procedures- Provided assistance to outsourced Helpdesk as needed- Maintained knowledge base articles for outsourced Helpdesk