• Planning, design, and support of our IP network infrastructure including routing, switching, wireless, security and monitoring• Network design of Layer 2 and Layer 3 networking• Advise management and peers on improvements to network performance, capacity, and scalability• Coordinate work and information sharing with all levels of team members including but not limited to fellow operational engineers, regional field managers, and field technicians• Design cloud infrastructure that is secure, scalable, and highly available on AWS• Manage multiple projects from beginning to end, completing projects in the timeframe required by the project, or as given by supervisors• Prioritize many tasks and projects by urgency and importance • Work with peer teams to ensure new networks are built and migrated to meet KPI’s.

• Worked primarily with Windows10, and provided basic support for Mac.• Assisted end users with issues in Microsoft Office 2010, 2013, 2016• Support and Maintain desktop Support, Break/Fix issues, and Application Errors.• Support, improve, develop, and document processes to support infrastructure, user adoption, helpdesk support, and training• Create, modify, and delete mailboxes, groups, public folders, and contacts. (Microsoft Exchange and O365.)• Routine Active Directory system administration.• Reimage desktops and laptops, as needed, and deploys new equipment to end-users.• Responsible for the day-to-day administration of Active Directory System support, patching, maintenance of Group Policy, and management and support of user accounts.

• Managed Microsoft Windows Server 2008, 2012, 2016• Managed/Assisted with VMware and physical Servers where needed.• Managed end-user devices via Labtech• Worked primarily with Windows 7 and 10, provided basic support for Mac.• Routine Active Directory system administration.• Create, modify, and delete mailboxes, groups, public folders, and contacts. (Microsoft Exchange and O365.)• Assisted end users with issues in Microsoft Office 2010, 2013, 2016• Support, improve, develop, and document processes to support infrastructure, user adoption, helpdesk support, and training• Support and Maintain desktop Support, Break/Fix issues, and Application Errors.• Tracking, and managing service desk calls to resolution within agreed SLAs. (ConnectWise)• Work with hardware, software, and service vendors/partners to assist in troubleshooting systems as necessary.

• Configure and support new users in Microsoft Office 365.• Troubleshoot Office 365 issues, such as authentication, Outlook and mobile device connectivity, and SharePoint access.• Create, modify, and delete mailboxes, groups, public folders, and contacts.• Create and maintain documentation on the organization’s systems and procedures.• Tracking, and managing service desk calls to resolution within agreed SLAs.• Document resolutions, inventory, and assets as needed.• Troubleshoot network or connectivity problems for users or user groups.• Routine Active Directory system administration.• Work with hardware, software, and service vendors/partners to assist in troubleshooting systems as necessary.

• Configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.• Diagnose hardware and software failures, communicates the remediation plans to users, and provide status updates.• Provide virtual assistance sessions such as Windows Remote Assistance, Teamviewer and other types of remote software.• Develop end-user documentation and instructions.• Re-image desktops and laptops, as needed, and deploys new equipment to end-users.• Research and evaluate technologies.• Assist and maintain the daily operations of our VoIP environment.• Manage assigned projects and program components to deliver services under established objectives.• Basic troubleshooting of Cisco UCS-C series servers and VMware ESXi Hypervisor.

• Responsible for the day-to-day administration Active Directory System support, patching, maintenance of Group Policy, and management and support of user accounts.• Create and maintain scripts to handle administrative operations related to system utilization, network troubleshooting, etc.• Analyze and optimize servers and workstations, perform network integration, installation and configuration.• Owns and drives problems to final resolution as well as escalating complex issues to appropriate internal support teams and external vendors.• Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendors when appropriate.• Supports and monitors intrusion detection systems to ensure attempted attacks are identified and prevented.• Create and maintain documentation as it relates to network and server configuration, mapping, processes, and support documents.• Mentors and develops other support professionals while working via phone, email, and ticketing system.

• Implementation of software on-board including the preparation of customer’s database, installation of applications, providing training and on-board live support.• Developing and maintaining training plans.• Assisting in the applications QA process.• Provide support for the incoming customer calls and e-mails.• Perform diagnosis on both hardware and software issues.• Implement solutions and resolve issues to our customers’ satisfaction.• On-board troubleshooting of product.• Installation, maintenance, hardware, and operating system upgrades and peripherals, mainly onboard customers’ cruise ships but also at their shore-side sites.• Supply of documentation covering issues and support systems.• Installation and configuration of Oracle servers in staging and production environments.• Installation and configuration Crystal reports as well as Modifying and creating reports.

• Performs hands-on fixes at the desktop level, including installing and upgrading software, hardware and configuring systems and applications.• Provide Offsite support for satellite offices.• Supports enterprise-wide applications.• Performs post-resolution follow-ups.• Handle escalated priority issues that affect patient care.• Coordinate and assist in departmental moves.• Ensure the achievements of business objectives are met, without compromising the quality and effectiveness of support.

• Provide day-to-day support for employee Desktop-computing issues under the Service Level Agreement.• Provide Offsite support for satellite offices as well as stations.• Performs post-resolution follow-ups.• Installs and supports enterprise-wide applications.• Performs hardware replacements as equipment becomes defective or obsolete.• Works with technical staff during the relocation of network and PC equipment.• Maintains accurate PC, printer, software, and LAN equipment inventory through inventory tracking software and vendor services.• Assists with Citrix and Terminal Server migration and deployment.• Participates in the development and maintenance of departmental procedures.