My current position within the Information Services department. Responsibilities include installing, diagnosing, repairing, maintaining, upgrading and data recovery on computers, servers and networking equipment as well as Active Directory, MS Exchange, Numera Footprints and Mapcom M4 application management along with other application implementation and support. I have been involved with various projects over the years including server upgrades for our county wide E911 system, implementing an ACOM EZPay system for invoicing, upgrading and maintaining our Lenel security and video system, researching, selecting and implementing an internal backup system for laptop data and others.

While in this position, I was responsible for supporting external customers that were utilizing Horizon as their DSL Service provider, both residential and commercial. This included troubleshooting service, application, hardware and user issues both over the phone and on-site by appointment at their location if needed. Another responsibility was for deployment of networking equipment (routers and switches) for business and residential customers.

Mostly Tier 1 and some Tier 2 software and hardware support via a helpdesk ticketing system. This included all PC applications that were being utilized along with some client server applications. Along with these responsibilities, I also assisted with hardware setup and deployment along with supporting 42 regional offices that were located in 6 different states which included location based and telephone support along with remote support when needed.

In this position I supported customer dial up and email configurations for our local Internet Service Provider. This was accomplished over the phone when users would call a support number. During the last 5 months while in this position, I was in charge of the second shift duties which included employee scheduling, department and service reports and escalated phone support.