--Provide advanced technical support for Client Services technicians with software, hardware, and networking issues --Assist technicians with troubleshooting complex problems that cross different networks and Active Directory domains--Explain to technicians design aspects of OU structure, security group implementations, and how group policy affects workstations--Instruct technicians in the implementation of the VLAN’s--Provide technicians with contacts to assist in areas outside the technicians’ scope and influence--Develop Best Practices for technicians to use and follow up on implementation--Assist technicians in the development of their customer services skills to provide an excellent experience for clients--Work with the security team to identity and access security threats observed by faculty, staff, and technicians and to assist in the implementation of appropriate countermeasures--Use virtual machines when appropriate to test and develop potential solutions to technical issues encountered including addressing software incompatibilities with advanced technologies and operating systems--Manage group's unassigned ticket queue; assess client requests and determine the appropriate team to assist in resolution--Coordinate activities between different IT groups and departments throughout Indiana University--Work with faculty and staff of the IU clinical affairs schools to design and implement solutions to complex technical problems--Manage multiple inputs from phone, email, instant message, and in person interactions with colleagues and clients alike

--Managed two team of Client Services technicians with diverse goals and missions:----Client Migrations and Computer Deployments----Multimedia Technology Services--Assisted faculty and staff with purchasing new desktops, laptops, printers, peripherals, and software that would best work for the client's needs.--Worked with sales representatives and IU Purchasing when necessary for unusual requests

--Served as team leader for the desktop support services section of the IU School of Medicine (IUSM), Information Services and Technology Management. --Provided complex end user technology support for on and off site departments and the various offices of the Dean of the School of Medicine. The support included troubleshooting, imaging, equipment deployment and general fixes.--Supervised and trained technical support staff, provided second tier support, and helped develop the infrastructure and architecture of the desktop environment.

Part of a 5 man team providing desktop support for the IU School of Medicine (IUSM), Information Services and Technology Management. Provided complex end user technology support for on and off site departments and the various offices of the Dean. Support included troubleshooting, imaging, equipment deployment and general fixes. Supported 1600+ PC's and Macs via phone, email, and in-person visits. Worked on issues from initial contact to resolution. Collaborated with outside vendors and system administrations to provide solutions on infrastructure, hardware, and networking solutions. Updated technical documentation as necessary.Used tools including but not limited to: Bomgar and Remote Desktop Connection for remote supportNumera Track-It for documenting troubleshootingRSAT for Active Directory troubleshooting and managementSymantec Ghost and SCCM for Imaging and software deploymentsSymantec PGP for Whole Disk Encryption

Answered phones of the call center in a tier one support capacity for various contracts including Community Hospitals, Wishard hospital, Red Gold, and AIMCO properties among others. Provided first call resolution when possible and escalated issues to subject matter experts when necessary.Promoted to technical writing team where I was responsible for creating documented solutions for for other technicians to use in their daily work.