Cisco Unified Communications Manager administration and Cisco VOIP phone management.

Worked autonomously supporting six field locations. Developed method to remotely resolve domain trust issues and reset domain passwords saving field personnel from traveling to office locations. Rebuilt out of warranty laptops using retired inventory in cost saving effort. Supported approximately 400 to 600 users.• Handled end user support and instruction in a varied environment across multiple platforms.• Performed computer hardware/software, local/network printer installation, repair, and troubleshooting.• Created new procedures and documentation to maximize efficiency and professionalism of projects. • Tested and implemented new or add-on features as well as providing training to sites on these features. • Supported end users of Citrix and VMWare virtual desktop environments• Installed wired or wireless networks for customers’ systems.• Installed and configured company applications on customers’ systems handhelds (iPad, iPhone).• Configured and firewalls for customers’ systems.• Created technical documentation, quick reference manuals, and trained users and technicians. • Diagnosed and removed viruses, malware, and adware infections repaired OS installations, fixed registry corruption issues, restored PCs, software applications, and performed data recovery after data loss/corruption.• Purchased and received inventory for multiple sites.• Executed hardware management and recovery of company issued computers, cell devices, and tablets.• Provided tier I and tier II support in multiple office locations, in the field, and remotely.

Managed project to bring mobile banking application - the first mobile banking application in the region. Supported online banking for commercial and consumer customers and commercial remote deposit. • Participated in troubleshooting, diagnosing software/hardware issues, testing possible software bugs, and researching software/hardware related issues.• Created quick reference material and documented procedures used to resolve issues.• Diagnosed and removed virus, malware, and adware infections. • Repaired OS installations, fixed registry corruption issues, and restored PCs and software applications after data loss/corruption.• Managed internet banking customer and commercial support.• Handled server maintenance and updates.• Performed major process software support and maintenance.

Supported all technology and IT needs for approximately 1100 total users and served as primary support for approximately 500 users at three elementary schools. Managed Cisco routers and switches and Sonicwall firewall.• Participated in troubleshooting, diagnosing software issues, testing possible software bugs, and researching software related issues.• Advised customers of hardware issues and recommended possible solutions.• Advised customers of required and/or recommended software and hardware upgrades, including, but not limited to drivers, RAM, printers, scanners, and cameras.• Advised customers on installing and upgrading company software products, as well as related and/or required third party software.• Performed desktop and laptop computer repair, installation and maintenance, software installation and support at multiple sites.• Managed network installation and maintenance, cabling, routers, Layer 2 switches, and Layer 3 Switches.