•Answer phone calls with regards to specific issues on customer accounts•Manage changes for existing customer accounts•Utilize software to remotely identify and diagnose issues pertaining to digital phone infrastructure•Analyze, diagnose, and correct hardware and/or software errors associated with digital phone•Utilizes a practical working knowledge of advanced diagnostic tools.•Follow escalation procedures to respond to out of service conditions•Analyze, diagnose, and correct hardware and/or software errors associated with all HSD equipment•Ability to apply advanced product knowledge and problem-solving/troubleshooting skills

• Conducted research and projections for upgrade projects and system improvements• Monitored daily back-up processes• Monitored and managed wireless infrastructure components and internet filtering system• Monitored and maintained servers and desktop though patch management tools• Monitored infrastructure alerts for servers, switches, firewalls, and responded as needed• Assisted director of technology and infrastructure manager with multiple projects and tasks• Performed hardware installation including blade and rack mounted servers, storage area networks, servers, desktop computers, mobile computers and related equipment• Provided support and maintained multiple operating systems on workstations, servers, and related devices at multiple sites.• Provided support for internal and external users associated with hardware and software.• Configured, upgraded and troubleshoot backups in a timely manner internally and forcustomers.• Worked with 3rd party vendors and customers on problem resolution.• Provided daily and monthly reports to upper management.• Assisted with disaster recovery plans for systems off-site.• Provided support for internal and external VOIP system.• Assisted in managing the virtual server infrastructure.• Configured and managed SIEM software internally.• Monitored and deployed virus and spam protection for all equipment• Created documentation referenced by the technical team• Troubleshot infrastructure equipment with vendors as needed

Level 3 Technical Support• Resolve technical issues with Local Area Networks (LAN) and Wide Area Networks (WAN).• Migration of WAN links to new service provider •Responsible for administration of networks, help desk, hardware inventory, software inventory, network mapping, equipment purchasing, and software purchasing.•Deploy & configure network printers, scanners, copiers, as well as Cisco routers & switchesHardware Implementation•Performed monthly maintenance tasks on desktop/servers.• Install, modify, and repair computer hardware. • Provide technical assistance and support for incoming level 3 queries and issues related to computer hardware.•Partner with external vendors when necessary to secure technical equipment.Software Implementation• Create and maintain automated scripts capable of rolling out 3rd party software to client workstations or servers minimizing downtime.•Installed/troubleshoot different 3rd party applications. • Provide valuable technical support to end users to resolve issues related to software issues.Exchange and Cloud Account Setup/Configuration• Set up bulk email accounts via powershell scripts.• Configured/ troubleshoot outlook on desktop for exchange, pop3, and imap accounts.•Troubleshoot different exchange and Outlook 365 issues.

Level 3 Technical Support• Provide valuable technical support to end users to resolve issues related to hardware, software, network connectivity.• Deploy & configure workstations & servers during refresh projects including over 130 servers and over 1,500 desktops and laptops.• Created scripts for group policies, archived email boxes in exchange, worked as a liaison between ISP and clients. Managing Client Accounts• Worked with external clients to identify technical issues and deliver the appropriate support to them.

Level 3 Technical Support•Act as Back up for tier 2 technical support technicians.•Traveled onsite to resolve issues that could not be fixed remotely. •Deployment of third party software by group policy.•Configuration of network printers and scanners by group policy.• Set up, maintain, and provide support for server hardware and software -including operating systems, assorted applications, and associated supporting systems (i.e. virtual environments, storage systems, backups)• Act as technical lead to assist technical support staff in resolving difficult technology problemsProvide technical support to end users to resolve issues related to hardware, software, and network connectivity.•Configure and troubleshoot hardware devices and drivers, storage devices, display devices, local user and group account.•Monitor, manage and troubleshoot access to files and folders, application installation problems.•Manage Microsoft Outlook data, including configuring, importing and exporting data and fixing corrupted data.•Configure, troubleshoot and resolve critical technical issues.•Identify and troubleshoot problems related to security permissions and application security settings.•Configure and troubleshoot connectivity for applications.

•Troubleshot user problems relating to Operating Systems, Network Connectivity, TCP/IP configuration, and Internet connectivity.•Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates•Installed logical printers on a print server and prepared print server to host clients.•User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates.•Coordinated LAN/WAN network implementation projects; maintain project control plan; and report project progress to management.•Coordinate projects with vendors, telecommunication companies, customers, other divisions of the Information Services Department and other entities as required.•Log, track, troubleshoot and resolve open incidents through problem management tools•Maintains Desktop system uptimes, stability and maintenance.•Perform general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment throughout the organization. •Installed, diagnosed, repaired, maintained, and upgraded all hardware and equipment while ensuring optimal workstation performance.•Identified, researched and resolved technical problems. •Perform breakfix/end-user desktop support to users in multiple locations.