• Provides leadership and work delegation for the Desktop Support Services staff• Provides additional support to other IT support groups as required• Train internal staff on technical procedures• Lead technical implementation projects as assigned for the IT Division • Answer trouble calls (computer problems, questions, provide customer service)• Train users on hardware, software, and network usage• Troubleshoot applications, file servers, operating systems, and other technologies• Assist users with using Active Directory, Databases, File Shares, printers, scanners, mobile devices and other technologies• Ensure that systems are properly connected and configured to operate within campus standards• Update & patch software and operating systems as necessary• Assist in creation of Active Directory Users, Passwords, Security Groups, File Shares, etc.• Assist with departmental firewalls• Assist with departmental specialized applications as needed• Recommend new technologies for offices to enhance their productivity (scanners, printers, desktops, laptops, mobile devices)• Install and configure operating systems, Active Directory, Microsoft Office, Adobe Suite, and other Microsoft Office applications• Install and configure new applications• Install, configure, and update computer virus protection software• Utilize workstation imaging solutions to create, maintain, and deploy consistent workstation experiences across each departmentComputer systems hardware support• Configure, repair, and refresh desktop and laptop computers used by staff• Assists FD&O with support of handheld units, environmental control units, key boxes, and other specialized systems.• Replace malfunctioning computer components• Install new components (RAM, hard disks, etc.)• Install and configure department servers• Analyze configurations and determine additional components if required• Track inventory of all workstations, laptops, and mobile devices

User Support• Answer trouble calls (computer problems, questions, provide customer service) and respond to trouble tickets.• Train users on hardware, software, and network usage.• Troubleshoot applications, file servers, operating systems, and other technologies.• Assist users with using Active Directory, File Shares, printers, scanners, mobile devices and other technologies.• Ensure that the systems are properly connected and configured to operate within campus standards.• Update & Patch software and Operating Systems as necessary.• Assist in creation of Active Directory Users, Passwords, Security Groups, File Shares, etc.• Install/Refresh departmental computers as necessary.• Assist with departmental specialized applications as needed.• Recommend new technologies for offices to enhance their productivity (scanners, printers, desktops, laptops, mobile devices, applications. technological solutions)• Software & Operating Systems Support• Install and configure Operation Systems, Support Users and Computers on Active Directory, Microsoft Office, Adobe Suite, and other Office technologies.• Install and configure new applications.• Install, configure, and update computer virus protection software.• Utilize Workstation Imaging solutions to create, maintain, and deploy consistent workstation experiences across each departmentHardware Support• Configure, repair, and refresh desktop and laptop computers used by staff.• Assists with support of handheld units, tablets and other specialized systems.• Replace malfunctioning computer components• Install new components (RAM, Hard Disks, etc.)• Install and configure department servers• Analyze configurations and determine additional components• Track inventory of all workstations, laptops, and mobile devices• Project Management

●Support game and broadcast related applications and systems before, during, and after games. Includes proactively monitoring applications, systems, and servers. Addressing and resolving issues as they arise, and coordinating resolution with other departments where applicable. ●Obtain and maintain a high level of expertise in business processes and applicationsthat are utilized by the NBA, WNBA and D-League.●Manage game time technology operations for all three leagues in the TOC.●First line of defense to troubleshoot and resolve software, hardware and network issues.●Work with Broadcast Operations and Engineering departments to resolve issues.●Provide Desktop Support as needed for critical issues that cannot wait until the next day. This would include but is not limited to hardware support for desktops, laptops, handhelds, printers, and accessories and installing software according to the League rules and regulations. ●Project Management of special projects through life cycle; coordinating resources and equipment, following set procedures and providing regular status updates.●Build and manage relationships with the end user community.●Manage TOC functions ●Provide general Help Desk phone support during your designated shift after the Help Desk shift has ended. Entails continually monitoring both email and voicemail queues during designated shift for Game-related issues, troubleshooting with the user community and ultimately, the logging and resolution of the incident. ●Utilize IT Production Outage Process, as well as the Helpdesk phone system in the event there is an IT related outage. Communicate status to NBA-IT and the NBA end user community via email and/or voicemail.●During non-NBA season, provide daytime general support to the Team-Arena group as well as work on special projects, following processes and procedures accordingly•IT preparations for the league systems across all arenas for all three leagues.●Operational rollout

● Applied a broad and in-depth working knowledge of information technology products and services to more complex assignments and assist staff in the application of technical concepts, practices and procedures. ● Provided functional task leadership over a team of technicians. ● Member of a quick-response customer support team● Worked with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve issues. ● Operated independently to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems. ● Worked under limited supervision● Ensured that most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional/technical standards.● Troubleshot hardware, software and/or network operating problems. ● Briefed customers as well as Management on the status of current resolution efforts and attends daily/weekly meetings. ● Served as technical advisor, providing front line telephone support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.● Serve as a mentor to lower level Technical Assistance Center Technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.

● Founding member of Advance Network Service Department project● Support Customers and AT&T Wireless/Cingular employees troubleshoot technical issues with their device and/or computer/desktops to its final resolution. ● Verify and document resolution of issues and update the user. ● Determine, document, and monitor workaround or solution to an issue. ● Gather and troubleshoot outage information. ● Create, assign, monitor, update, and resolve tickets through various ticketing systems. ● Assist with POP3/IMAP4 /Exchange e-mail configurations on all devices and networks.● Computer troubleshooting and technical assistance.● Educate the customer where applicable to prevent the need for further contacts and document the reasons for the call through contact tracking● Maintain a working knowledge of all aspects of the wireless and computer industry

● 5 star and 4 Diamond Premier Luxury Hotel ● Supervised and trained employees ● Nightly transaction reconciliation and summaries (Credit cards, cash, billings)● Food and Beverage outlet reconciliation via manual research and point of sale software(MICROS and CLS)● Worksheet preparation and journal entries to general ledger (Lotus and Excel)● Customer service through troubleshooting, problem resolution and customer satisfaction● Reservation and Concierge services setups and bookings through CLS system ● Phone operation and service with multi-lined Lucent Technology system● Front deskwork included guest reception, account preparations, general daily setup● Concierge work fulfilling customer requests

● Nightly transaction reconciliation and summaries. (Credit cards, cash, billings)● Customer service through troubleshooting, problem resolution and general customer satisfaction● Reservations set up and bookings through reservations systems ● Phone operator with lucent multi-line switchboard system● Front deskwork with emphasis on guest reception and account setup

● Nightly transaction reconciliation and summaries (Credit cards, Cash)● Daily and Monthly rollovers preparations via HIS System● Customer service through troubleshooting, problem resolution and general customer satisfaction● Hotel event and guest booking● Front Deskwork including guest reception, account preparations, general daily setup● HIS system nightly auditing and nightly drop preparation

● Responsible for wait staff hiring, and termination.● Daily transaction summaries. (Cash and credit cards)● Restock and Inventory● Bookings and event planning ● Waiting Tables