Lance C. Email & Phone Number

North Carolina, United States

• Serve as the first point of contact for staff or participants seeking technical assistance by actively monitoring the help desk ticketing system• Oversee and maintain the daily performance of center computer systems including staff and lab computers• Update and patch system software via RMM Tools• Aid in cyber security efforts via communicating awareness to staff as well as monitoring network traffic• Monitor and upkeep the domain Active Directory, group policies, DNS, scripts, etc.• Train staff with business related software and computer soft skills• Create training materials, procedures, best practices and help sheets in order to train users in the proper use of hardware and software via self-service portal• Work through the problem-solving process with customers, empowering them to do the same in the future• Support local leadership in identifying devices/software due for upgrade and the purchase of replacements for those devices/software• Set up equipment for temporary employee use, such as projectors, speakers, and other media peripherals• Confer with staff, users, and management to establish requirements for new systems or modifications• Work with the vendor or manufacturer of a company to order or replace products• Prepare evaluations of software or hardware and recommend improvements or upgrades• Inventory all IT related items used, purchased, and disposed of• Strong knowledge of Windows Server, Active Directory, DNS, Group Policy, etc.• Proficient with Microsoft O365• General understanding of networks, firewalls, switches• Other duties as assigned

* Responsible for providing customer service, preventing technology related problems and assuming responsibility for the proper functioning of the branch’s technology.* Identify and troubleshoot technology problems, referring more complex problems that cannot be resolved in-house to the IT Help Desk* Train and develop staff at branch and/or Central Library in use of library technology.* Train users on the use of library software and hardware; Lead regularly scheduled computer classes* Perform scheduled tasks and assignments on the TRS Checklist* Install peripheral equipment as well as coordinate the installation, maintenance, relocation and repair of technology hardware and software as necessary* Serve as point of contact and coordinate with the IT department and third party vendors for level 2 and level 3 technology support* Answer, evaluate, and prioritize in-person requests for assistance from users experiencing computer-related technology problems* Assist with the evaluation of hardware and software to determine the ease of use and whether the product will aid user in performing work* Assist with the creation and revision of user training manuals and procedures* Circulation/Customer Service desk assignments and participation in community outreach as needed* Interpret BPL policies and procedures* Participates in mandatory and optional training & committees for professional development (meetings, online, etc.) and in local cross-training* Responsible for opening and closing the branch and weekend shifts* Other duties as assigned

Greater New York City Area

* Responsible for providing customer service and helping the staff and the public with technology related problems * Provide the following workshops: Beginning and Advanced Internet Functions, Introduction to Electronic Resources at BPL, Social Media, Technology and Health Literacy, Consumer Awareness, Online Resources for Job Readiness, and Online Tax Forms * Responsible for helping the public use the new branch laptops & train staff to use the technology that is available in the branch * Answer, evaluate, and prioritize in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies * Interview user to collect information about problems and leads user through diagnostic procedures to determine source of error * Assist with the evaluation of hardware and software to determine the ease of use and whether the product will aid user in performing work * Assist with the creation and revision of user training manuals and procedures * Train users on software and hardware usage on-site

Maintenance of computers, printers.Provided reliable customer service to customersFiled library materials and confidential dataAssisted librarians and patrons with computer related problems & data entryAnswered telephones/Phone support to customersTroubleshooting Software/Hardware

Associate Of Science (A.S.), Computer Science

Regents Diploma, Regents Diploma