Performed Computer Support both deskside and remotely for customer base., Manged User LAN / Router Settings to securely enable remote access from the office network to the customer location. Performed Hardware and Software repairs of user systems, including reimaging the system if the Operating System was too badly corrupted. Provided after hours and emergency support to users having severe system issues outside of normal operating hours, Supported Mobile Devices for users, including iOS, Android and Windows Phone based devices.Managed day to day business functions, growing the business from infancy to it's current form as we embark on becoming a Type C Corporation.

Assisted customers both desk-side and remotely in resolving technical issues with their workstations and installed software.Took escalated calls from other technicians and management, providing a world-class customer service and technical support experience.Imaged workstations and deployed software applications using SCCM 2012.Documented troubleshooting and resolutions in Numara FootPrints and Microsoft System Center Service Manager 2012.

• Assisted staff with Barcode Medication Administration deployment, using Honeywell Dolphin 99xx handheld Windows CE Devices.• Imaged and managed BCMA devices using Soti MobiControl 9.02 device management server.• Assisted staff in handling trouble tickets and service calls on Windows XP / 7 workstations.• Imaged Workstations and Laptops using both Ghost and Altiris imaging software.• Deployed workstations and performed integration work for the California Cancer Registry integration into the UC Davis Health System.• Managed software load activities for the California Cancer Registry integration.• Built and deployed workstations on wheels (WOWs) to support the Health System’s push to attain HIMSS Level 7, becoming the 102nd Hospital in America to obtain the certification.• Maintained device inventory records in the Health System’s home grown Desktop Inventory web interface.• Imaged and configured the first Windows 8 device in the Health System.

Researched Internal Database and Job Search Boards (Monster, Dice, CareerBuilder) to identify candidates for open positions.Submitted candidates to hiring managers directly and through web portals.Provided a single point of contact for candidates when dealing with Advantage Technical Resourcing.Assisted other recruiters with highly technical job requisitions.

• Managed end stage deployment of Credant Shield encryption software for Mac OS X 10.5.8 - 10.7.3 and Windows XP/Vista/7 systems.• Performed troubleshooting of installation and encryption issues for the Credant Shield software, including escalating issues through management to the vendor.• Imaged and deployed/rebuilt Windows XP/7 and Macintosh OS X 10.5.8 - 10.7.3 systems for end users to Health System Standards.

• Took inbound calls from users of the Strategic Offender Management System (SOMS) and created Remedy Incidents regarding the issue.• Escalated issues to Level 2 Support or Application Teams including contacting on-call staff.

• Performed desk-side and remote troubleshooting and repair of Windows XP and Macintosh 10.x workstations.• Imaged and deployed replacement workstations using Norton Ghost 2003.• Supported stores running IBM 4840 registers using the Win/DSS POS application, including remotely controlling registers to resolve functionality issues.• Worked with Vendors to resolve technical issues with hardware which the store personnel could not resolve via telephone troubleshooting.• Imaged and supported Telxon PTC-710 Handheld Scanners used for re-ordering product.• Created and managed user accounts in Active Directory.• Developed an integrated POS Solution combining a Dell PC with the IBM SureMark POS Printer, IBM Cash Drawer and Hypercom Pin Pad, ensuring that the hybrid POS terminal would integrate into the existing POS environment.

• Performed desk-side and remote troubleshooting and repair of Windows XP and Macintosh 10.x workstations.• Imaged and deployed replacement workstations using Norton Ghost 2003. Created workstation image for different hardware platforms.• Managed transition of users from legacy Schurman Retail Group systems to new American Greetings workstations during integration period.• Transitioned network ports from SRG to AG network.• Supported remote user’s connectivity from Intermec CK1, CN2A, CN2B and Symbol MC70 handheld computer devices. Performed troubleshooting of data files transmitted from handheld devices to Order Entry Server running Ubuntu Linux.• Installed Networking Equipment and Rack-mounted Server equipment in Data Center.• Supported remote user’s connectivity to VPN, Microsoft Exchange / Outlook Web Access, Windows File Shares, Remote Desktop Connections and custom web portals.• Created and managed user and computer accounts in Active Directory.

· Assisted Stores in troubleshooting IBM 4694 and 4800 POS terminals, and the Triversity POSXpress application, including remotely controlling machines to resolve functionality issues. · Performed troubleshooting of IBM eServers and Workstations used as management terminals and kiosks in a high volume retail environment. · Worked with users to resolve issues related to policies and procedures, Stored Value Card transactions, Payroll issues, and system access for users in stores.· Worked with Vendors to resolve technical issues with hardware which the store personnel could not resolve via telephone troubleshooting.

Managed Technical Operations for a Mobile DJ and Karaoke Company. Completed the conversion from CD+G Media to a full Digital Format show, provided on-site break-fix during events, managed website and web-broadcasting of events.

· Assisted customers in troubleshooting internet connectivity, e-mail, and browsing issues on both Macintosh OS 10.x and Windows 9x, NT, ME, 2000, XP based computers. · Worked with customers to troubleshoot video issues with digital and basic cable, HDTV and DVR service. · Aided customers in resolving billing and service inquiries using the ACSR/ACP CRM application.

· Performed troubleshooting of technical issues on both shared and dedicated servers using both Windows 2000/2003 Server and RedHat / Fedora Linux. · Advised customers on industry best practices and methodologies for managing their servers. · Assisted managed hosting customers in resolving issues with their dedicated servers. · Provided customers with needs assessments and expert advice regarding product offerings and upgrades.

· Performed local and remote troubleshooting, using Dameware, of technical issues on Windows 2000 / XP based employee workstations.· Supported both Macintosh OS 10.x and Windows 2000/XP systems, and was the company SME on the Macintosh platform. · Imaged and deployed systems via Norton Ghost for new hires and system replacements. · Managed purchasing and configuration management for IT Assets. · Improved procurement and vendor relations procedures to lower costs while improving quality. · Lowered IT equipment costs by $237k within first six months of acquiring purchasing responsibilities. · Managed Treo 600 deployments and processing of new hire account and system request forms · Spearheaded migration of asset tracking database into Magic Service Desk’s Asset Management module.

· Provided advanced technical assistance to EarthLink Dial-Up, Broadband and Web Hosting Customers on both Macintosh 8.x – 10.3.9 and Windows 9x, ME, NT, 2000 and XP based systems. · Supported Web Hosting on FreeBSD and Windows 2000 Server environments, including editing HTML files and “.htaccess” and “.htpassword” files using VI, editing Zone Files, troubleshooting and resolving Front Page Server Extension and DNS related problems.· Trained the Technical Support department on both internal customer billing databases. · Frequently handled customer escalations from Management and Team Members. · Worked with vendors and our management to follow customer-effecting issues through to completion.