• Support Eden MSP customers including applications, desktops, servers, and basic network issues. Includes break/fix, root cause analysis, and escalating the need for the implementation of preventative measures• Create and manage user accounts, security groups, organizational units via Active Directory• Provide deskside and remote support to over 500 users via Kaseya • Provided support and planning for critical requirements including: Network Administration, computer builds, software loads, product testing, telephony, end-user support & training, vendor relations, and project management. • Backup and file restoration via iBackup, BackupExec, and Acronis • Create and manage user mailboxes and distribution lists via Exchange server, Office 365, G-mail• Assisted with the migration of over 500 machines from Windows XP to Windows 7 for RBC Wealth Management • Networking: Administer primary and back-up domain controllers, file servers, print servers, proxy server, and e-mail servers. • Computer Network Security: Loaded Anti-virus software on computers and run daily scan to ensure protection for viruses and malware (Kaspersky, Malwarebytes)• Software installation and administer (i.e. Office, Adobe, QuickBooks, Google Docs, etc.)• Telephony Administration: Setup & Manager user’s telephones via Cisco Call Manager, troubleshoot and support Blackberry and iOS mobile devices• Supporting over 250 physical and virtual servers

Responsible for hardware and software applications for workstations, servers, and network data communicationsStabilized, expanded and protected client network and PC environment. Built new file server to maximize terminal server, file/print sharing and domain control performancePerform hands-on administration, monitoring, and troubleshooting of Local Area Network (LAN), resulting in optimum performance and minimum downtimeCreates new user accounts to include e-mail PKI setup as required Coordinate with on-base and off-base Network Operations Centers as requiredCreated user manuals and provided technical support sessions for new employeesDeveloped and updates documentation, appraising users and administrators of vital informationAdministrated and maintained environment security. Involved with administering security alerts to staff and weekly data backupsResolved a history of problematic network failure by troubleshooting LAN/WAN connections between sitesInstall and configure new hardware and software Performs data transfer between multiple classified networkResearched, recommended and implemented network enhancement that improved system reliability and performance

Provided continuing technical oversight as Helpdesk/Work Desk senior technical point-of-contact. Performed all levels of hardware and software systems support for over 200 computers and 50 printersResponded to system shutdown, interruptions, failures, and analyzes problems, to determine reasons and affects repair and/or replacement to restore operations. Maintained system standards; loads and initializes PC software (operating system, networking software, applications software, etc.) tests PCs for correct network operations including access to printers, e-mail, and business applications; instructs users on use of the PC and its access to the network; may be required to unpack, verify contents, and configure new personal computers and setup personal computers based upon an existing client/server modelAnalyzes products processing situations and determines the cause of processing job failures, telecommunications failure, operating system failures, or micro or minicomputer malfunctions (i.e. disk drive, tape drive, node, CPU, Installed Applications, Graphic User Interface (GUI) desktop software, printers, etc.) as they relate to the operating environment performance and operational capabilities.Defined the causes of unusual trouble conditions, advised the Help/Work Desk staff on selection and application and application of appropriate analytical and problem-solving methodologies, e.g. when workload and customer requirements exceed available resources, provides staff with specific direction as to priorities and resources to ensure the staff’s effort is focused on highest-priority customer operations. Instructs computer use and software applications either as a one-on-one or in a classroom as requested by the supervisor. Incumbent is responsible for providing technical advice and training support to CNATRA/NATRACOM personnel concerning communication requirements, system access, and general acceptance computer use.

Performed Systems Administration functions for Windows-based classified Wide Area Network (WAN) and supported Thin Client-based infrastructures to ensure compliance with SCI Information Systems Security Standards and Special Access Program guidelinesProvided technical support, training and assistance to staff in various departments on existing personal computer hardware and software applications; answers staff questions in person, via phone, and via email on all supported applicationsAdminister Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices for over 300 usersEvaluated and Installed developed software; analyzed, troubleshoot and resolved system faults through diagnostic tests runs on operating systems and hardware; and initiated preventive maintenance.Used Client/Server based systems configuration, installation, and problem resolution to assist customersWorked in unusual office and industrial areas including above ceilings, in wall cavities, and around hazardous devices involving electrical circuits, power panels, telephone circuits and data circuits that presented some dangerDesigned, installed, and configured Windows-based computer systems, i.e. Windows Server 2008 R2, Exchange Server 2007Setup administrator and service accounts, maintained system documentation, tuned system performance, installed system wide software and allocated mass storage spaceAddressed operational systems issues including file and share permissions, user accounts and installing applicationsWorked with Help Desk team to ensure all tickets are updated and/or closed in line with established SLA guidelines and customer satisfactionUpgraded and replaced server hardware and software where appropriateDemonstrated exceptional customer service/phone skills- Being able to walk associates through advanced tasks over the phone and dealing with difficult customers