• Monitor, balance and distribute contacts in queue to the level 2 support team as necessary. • Review technician productivity measures. with best practices in local and remote offices.• Provide support for Lotus Notes.• Handle all technician escalations.• Identify and recognize star performers, and address performance deficiencies in a timely and proactive manner. • Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and Coordinate the installation of equipment.• Microsoft Exchange Server Deployment assistant to Office 365 migration• Perform troubleshooting, diagnostic, research evaluation and documentation of solutions• Provide customer support for installed applications.• Stay current on and adhere to established policies, procedures and documentation

• Corona Data Center and ECP deployment project• Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and Coordinate the installation of equipment• Provide support for Lotus Notes• Support end-users with Microsoft Office Suites• Perform troubleshooting, diagnostic, research evaluation and documentation of solutions• Support customers with laptops and workstations such as Dell, Compaq and HP• Provide end-user support for installed applications in local and remote offices• Perform routine Active Directory functions• Act as a final point of contact for escalations and resolution of issues

• OPPR Project – Image, configure and install applications, deploy desktops and laptops. • Install printers such as Zebra GX430T printer, Fujitsu scanner and Local printer• Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and Coordinate the installation of equipment• Provide support for Lotus Notes• Support end-users with Microsoft Office Suites• Perform troubleshooting, diagnostic, research evaluation and documentation of solutions• Support customers with laptops and workstations such as Dell, Compaq and HP• Provide user support for installed applications in local and remote offices• Perform routine Active Directory functions

• Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and coordinate the installation of equipment• Build, configure and deploy workstations and servers including operating systems. Troubleshoot and resolve problems as needed• Install and maintain network equipment, including switches, hubs, and UPSs. Troubleshoot and resolve problems as needed• Maintain a current and accurate inventory of workstations, printers, and other LAN devices as assigned• Participate in the maintenance of a current and accurate inventory of servers, routers, telephones, software and other systems or devices as assigned• Install and configure applications on workstations and servers. Troubleshoot and resolve problems as needed• Diligently and consistently follow departmental & organizational policies and procedures• Perform other duties as assigned

• Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and Coordinate the installation of equipment• Provide support for Lotus Notes• Support end-users with Microsoft Office Suite• Perform troubleshooting, diagnosis, research evaluation and documentation of solutions• Support customers with laptops and Workstations such as Dell, Compaq and HP• Deliver Customer assistance for installed applications in local and remote offices• Perform routine Active Directory functions

• Formulate and define systems scope and objectives using information technology and industry• Act as a liaison between customer and technical solutions/support groups• Researches, identifies and develops solutions to problems• Analyzes business and user needs and documents customer specifications• Supports aspects of the business cycle including proposals, feasibility studies and implementations• Considers the business implications of the application of the technology to the current business environment• Assisted the department Manager in operations and work force scheduling• Continually review and update procedures to improve quality and increase production• Interface with customers and bill according to contract agreement• Trained new personnel