Melanie Reber Email and Phone Number

Asset management of devices such as desktop VoIP phones, laptops, desktops, servers, and printers.Create and manage groups within Active Directory.Provide in person technical support at two locations to civilians and sworn officers.Collaborate with fellow IT employees to ensure all devices are running as intended and work together to keep the Sheriff’s Office up and running.Remote into servers containing and controlling the hundreds of cameras to troubleshoot and maintain them. Terminate ethernet cable to patch panels from devices to connect directly to dedicated ports of a server.Provide cable management by running cable through drop ceiling to connect end points.Troubleshoot issues with printers and copiers and reach out to third party providers for repair if needed.

● Create a daily report for the Daily Status Review (DSR) meeting, providing information on current and closing CRs (Change Requests).● Generate a report showing all CRs and EBFs (Emergency Break Fixes) that need to be closed, and working from that report, close all CRs in SNOW (ServiceNow) and ICCB Remedy and enter all EBFs into ICCB Remedy.● Review all CRs to be presented during weekly meetings on Monday, Wednesday, and Friday and create action items of corrections to be completed and send to engineer to complete.● Use Skype for Business (Lync) and other teleconferencing methods to participate and host meetings held Mondays, Wednesdays, and Fridays for the Technical Review Board (TRB) and compile a report of all action items recorded during the meeting.● Record action items in SNOW for each CR presented and email appropriate officials for approval for CR to be implemented.● Create a daily report for RCRs that need to be completed that evening and send to appropriate officials.● Provide customer service to anyone who has questions about the Change Management processes.● Create SOPs (Standard Operating Procedures) for teammates and engineers to properly follow daily procedures.

● Using Remedy and SNOW to create tickets for incoming service requests and distributing to proper department for resolution.● Monitor tickets entered into SNOW to verify process is flowing correctly to meet the SLAs for customers.● Troubleshoot problems with LYNC (Skype) and remediate issue within the LYNC administrator.● Swapping out hardware in a variety of servers (including but not limited to power supplies and hard drives).● Perform duties listed on submitted EBFs (included but not limited to restarting a server, reseating blower units, and network configurations).● Perform monthly server audits by physically checking devices to preserve the CMDB (Change Management Database).

• In-home installation of a PC (tower/keyboard/mouse/monitor).• Install printer/scanner software and test to check proper functionality.• In-home hardware installation of network cards and routers. Setting up a home network per customer specifications.• Perform in-home diagnostics and repair accordingly based upon diagnostic results.• Provides customer service (on the phone or in person) for customers who need solutions to their computers issue(s).• Break down laptops/desktops to diagnose the issue and provide a solution to the diagnosis.• Use multiple programs provided to clean a user’s laptop/desktop if their computer is diagnosed with a virus or malware.• Remove and replace any affected hardware that needs to be fixed.• Format hard drives and reinstall proper OS needed to optimize a computer’s performance if needed.• Build custom computers for customers with the components provided.

• Shadowing the help desk learning the process of the ticketing system (Tracking Suite)• Learning the process of working a queue and escalating high priority issues