Senior It Support Specialist
Current• Provide technical support locally for staff at Washington DC Office of Public Affairs and for remote staff at Chicago headquarters and other off-site staff including workstation and mobile device support (iOS and Android platforms).• Serve as point of contact with managed service provider and other vendors to troubleshoot issues and escalate issues when necessary.• Administration of business-critical systems including Windows file servers, Exchange mail system, online SaaS platforms regarding intake and referral inquiries, affiliate services and other; responsible for administration and support of enterprise VOIP phone system and online collaboration tools.• Created and updated technical documentation about business systems including financial systems, online SaaS platforms and created end user documentation for related Easterseals business needs.• Provide business intelligence deliverables including maps and reports relevant to Easterseals advocacy engagement, service site information, and affiliate territory information to interested parties to provide awareness to services that Easterseals provides.• Implemented internal ticketing system to track service requests by users which improved reporting of service requests to IT operations manager and department performance to interested stakeholders in the organization.• Introduced System Center Configuration Manager into organization to gather asset intelligence from company provided workstations, provide a streamlined and customized system imaging platform that was previously outsourced to third party help desk, software delivery and compliance and gather additional asset information including user assignments and usage.• Consolidated number of on-site servers after identifying growing management costs by managed service provider and re-purposed servers serving single roles into serving multiple roles resulting in lower server management costs.
