• Phone, email and self-service tickets customer support on desktops, servers, peripherals and applications• Troubleshoot desktop, virtual drives, remote access, printer, and other peripherals for the end user.• Troubleshoot multiple OS/applications including Windows 7, Windows XP, Windows 2008, Windows 2012, Adobe Acrobat Reader, Java, Microsoft Office Products, and Symantec, • Support multiple applications within the Health and Hospital System including but not limited to Avatar,… Show more • Phone, email and self-service tickets customer support on desktops, servers, peripherals and applications• Troubleshoot desktop, virtual drives, remote access, printer, and other peripherals for the end user.• Troubleshoot multiple OS/applications including Windows 7, Windows XP, Windows 2008, Windows 2012, Adobe Acrobat Reader, Java, Microsoft Office Products, and Symantec, • Support multiple applications within the Health and Hospital System including but not limited to Avatar, ELMR, Epic Healthlink, IMPAX, Softmed, Unicare and Valley Express amongst others.• Use CA Ticketing tool to document, track and run analysis of issue that that common to the organization.• Monitor Open link, Solar Winds and GNAV of any issue or outages.• Create documentation to assist the department in troubleshoot and training of staff members.• Coach and train with staff member in troubleshooting, and daily activities of the service desk.• Work with the end user to train and advise of new and existing process and procedures• Daily Audits of tickets, logs and calls made to the service desk• Run reports and submit them to upper management.• Attend change control meeting and other multi-organizational meetings Show less

• Customer support desktops, servers and peripherals, and POS equipment• Installed Operating Systems Windows 2003, Windows XP, 7 Enterprise/Pro and Ultimate.• Install MS Office, McAfee Software and Printers onto desktops.• Design, Analyze and troubleshoot Customer computer environments• Troubleshoot technical issues with hardware and software issue on computers, printers, scanners, debit readers and scanners.• Troubleshoot network issue with the following tools, Wire shark… Show more • Customer support desktops, servers and peripherals, and POS equipment• Installed Operating Systems Windows 2003, Windows XP, 7 Enterprise/Pro and Ultimate.• Install MS Office, McAfee Software and Printers onto desktops.• Design, Analyze and troubleshoot Customer computer environments• Troubleshoot technical issues with hardware and software issue on computers, printers, scanners, debit readers and scanners.• Troubleshoot network issue with the following tools, Wire shark, Go-to-Assist, Ping, Trace Route, Event Logs, and Error Logs.• Maintain work queue and ticket queue to SLA 4 hours standards• Work closely with Level 3 Engineering to resolve customer issue when necessary Show less

• Customer support via phone and email regarding Thin Clients, desktops, servers and peripherals.• Installed Operating Systems Windows 2003, 2008 server, Windows XP, 7 Enterprise/Pro and Ultimate.• Install MS Office, McAfee Software and Printers onto desktops.• Design, Analyze and troubleshoot customer computer needs and environment• Troubleshoot technical issues with Susee Linux, Windows XPE, CE, Win7, and Wyse ThinOS, Wyse Device Manger, Pocket Cloud, FTP, HTTP, HTTPS, RPD… Show more • Customer support via phone and email regarding Thin Clients, desktops, servers and peripherals.• Installed Operating Systems Windows 2003, 2008 server, Windows XP, 7 Enterprise/Pro and Ultimate.• Install MS Office, McAfee Software and Printers onto desktops.• Design, Analyze and troubleshoot customer computer needs and environment• Troubleshoot technical issues with Susee Linux, Windows XPE, CE, Win7, and Wyse ThinOS, Wyse Device Manger, Pocket Cloud, FTP, HTTP, HTTPS, RPD, ICA, XenApp, XenDesktop, and VM Ware. • eTools use in troubleshooting is Wire shark, Go-to-Assist, Ping, Trace Route, Event Logs, and Error Logs.• Maintain call queue and ticket queue to SLA 4 hours standards• Work closely with Level 3 Engineering to resolve customer issue when necessary• Input repairs into Knowledge Base Articles to for troubleshooting purposes• Create the Knowledge Base External Articles for self service customer site Show less

Installation of high speed internet and VOIP in customers homeInstallation of wireless Internet service on both MAC and XP, VistaInstallation of wireless network equipment, printers, routersHandling escalations and issue to customer satisfaction

Managed day to day activities for two Data Center Operations facilities with approximately 25 staff members.Designed, analyze and managed all workflow projects.Communicated with department heads executives on a weekly basis regarding the progress, hot issues or delays with ongoing projects.Generated annual budget of $100K for review with Finance.Created specification documentation for upgrades, and enhancements.Was in charge of the hiring and terminating process for the… Show more Managed day to day activities for two Data Center Operations facilities with approximately 25 staff members.Designed, analyze and managed all workflow projects.Communicated with department heads executives on a weekly basis regarding the progress, hot issues or delays with ongoing projects.Generated annual budget of $100K for review with Finance.Created specification documentation for upgrades, and enhancements.Was in charge of the hiring and terminating process for the department.Worked with entire staff during quarterly review cycles.Reduced costs by $250K by merging two data centers into one facility.Oversaw the facilities management for data center including UPS, Generator, HVAC, and Static Switch, PBX as well as data recovery tools and applications. Show less

Managed a 24 X 7 Network Operations Center with 17 employees. Project Manager of a working group (IT, Engineering and Operations) to install a network management system. Created case study of network management applications from three vendors (HP Openview

Managed a Network Operations team of 12 employees.Assisted in the implementation of the CRM system (Remedy) throughout the company.Created processes and procedures for a console handbook created a downtime process and then established a planning committee, created schedule for operations, also implemented a shift log.Created troubleshooting guidelines on Verilink equipment with configuration and conducted a troubleshooting class for technicians on the routers, Catalysis switches… Show more Managed a Network Operations team of 12 employees.Assisted in the implementation of the CRM system (Remedy) throughout the company.Created processes and procedures for a console handbook created a downtime process and then established a planning committee, created schedule for operations, also implemented a shift log.Created troubleshooting guidelines on Verilink equipment with configuration and conducted a troubleshooting class for technicians on the routers, Catalysis switches, and CSU/DSU's.Implemented a Facility Policy, monitoring and managing all facility equipment including monitors, projection systems, backup generator, PDU, UPS, ATS, MUX Sonic Ring, fax/copy machines, PC's, air conditioning and security.Member of Readiness Board that developed the Disaster Readiness Manual to ensure the highest level of service to customer and vendors. Show less

Project managed a major communication center move, installed and tested all new equipment at the new site. Responsible for the maintenance of all equipment in the communications centers.Supervised 10 Field Engineers scheduled and dispatched personnel and dealt with internal and external orders.