Martin Walker Email and Phone Number

Maintains, analyzes, troubleshoots and repairs computer systems, hardware and peripherals. Documents, maintains, upgrades or replaces hardware and software systems.Provides high-quality, consistent end user support services for all employees within FMOLHS. Troubleshoots and resolves end user issues by guiding user through corrective steps. Documents, logs, escalates, and follows up on issues with end users and sites. Coordinates with other IS areas to resolve problems if necessary.Images, configures and deploys new hardware, software and peripherals for use on the corporate network.Assists in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring.Utilizes computerized support tracking system to accurately and effectively track user support statistics for adherence to SLA and to allow planning for staffing levels.Research new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.Prepares, reviews and contributes to online support knowledgebase for FMOLHS applications and systems. Remains current with the latest trends in field of expertise by participating in ongoing training and development as directed by management.Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems.Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures.Utilizes IS project management methodology and best practices to improve individual and organizational efficiency, effectiveness, and outcomes.

Monitor client backup solutions and verify they are functioning properly.Verify servers and computer systems are up to date with latest patches available.Verify vendor supported software is up to date.

* Manage client servers, computer systems, VoIP phones and printers* Configure and monitor client routers

* Develop and manage Microsoft Access databases using VBA and SQL.* Researched issues on various computer systems and databases to resolve complaints and answer inquiries.* Provided thorough support and problem resolution for customers.* Created new account, reset passwords and configured access for users.* Created end-user self-service tools and documentation.* Maintained company servers, computers, printers, cables and other equipment.* Developed documentation for common processes for both support staff and end-users.

* Processed an average of 25 inbound and outbound technical support calls.* Maintained composure and patience in face of difficult customer situations.* Referred difficult issues to upper management while maintaining positive rapport with customers.* Informed customers about issue resolution progress.* Provided thorough support and problem resolution for customers.* Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

* Maintained records, logs and the lifecycle of work requests.* Assisted in process refinement to improve customer service and support.* Researched, documented and escalated cases to higher levels of support according to internal procedures.* Resolved customer complaints and concerns with strong verbal and negotiation skills.

* Configured and installed routers, switches and wireless controllers.* Ran cables from existing patch panels to new patch panels to secure the router and switches in the proper location.

* Developed a set of company-wide information assurance and security standards and procedures.* Identified, reported and resolved network security violations.* Configured and installed routers, switches and wireless controllers.* Assisted in the post-implementation troubleshooting of new applications and application upgrades.* Trained new employees and explained protocols clearly and efficiently.* Researched, documented and escalated cases to higher levels of support according to internal procedures.