While at OUSD I was given the responsibility to manage all network devices and computer related peripherals. Responsibilities include the following:Troubleshoot network issuesOS migration implementationDesktop and laptop troubleshootingAD user and systems managementUser account supportSoftware SupportVOIP phone supportLAN/WAN supportTCP/IP Local and Network printer supportRedirected Desktop alterations and management

Successfully manage IT operations by supervision and ensuring that all network clients are fully operational, including implementing all system upgrades as well as maintaining a secure reliable network and providing cost-effective solutions for all hardware and software needs.Desktop and Laptop repairs, this includes removal of virus infections, level I data recovery, hardware troubleshooting and replacements when necessary, system imaging.Increased company visibility by developing and managing Social Media Marketing, including online campaigns using Google Adwords, Facebook Ads, YouTube and various other video sharing sites.Design, develop and maintained company websites this includes editing all video production and editing of training videos. Archiving of all company media for public and private use.Create marketing materials using Adobe Illustrator for vector designs (logos) and Photoshop CS4 for all direct mailing campaigns and online ads

Problem analysis and resolution- Log all help desk calls or email requests into Numara Ticketing System and update thought entire process.- Analyzed and resolved problems with a goal of 90% or greater First Call Resolution.- Supported Microsoft Office, Windows XP, 7, 8 and Mac OS Onsite or via Remote Access, Password Administration, Hardware Diagnostics, Active Directory Direct Help Desk Requests- Completed requests for Password Resets, account unlocks, printer installation, hardware diagnostics and special desktop hardware or software installations.- Investigated causes, tests solutions, and solutions in place to reduce problems from reoccurring which can cause permanent damage to software or hardware.- Watched for trends that indicated potential problems and then eliminated the problems before they happen.Customer Service- Always made sure that end user was taken care of so they can continue with their day to day assignments the customer is the most important part of the job.- Responded positively to complaints, problems, and sometimes negative and emotional behavior.- Promoted a professional help desk image to show value of the help desk team.- Understood all help desk priorities and objectives and took an active role in accomplishing all objectives.Communication- Kept peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.- Kept end users informed of all global problems, scheduled downtime or anything that affects the network environment and informed of progress on problems that cannot be resolved in-house.Training- Stay up-to-date on all the technology used in the environment supported.

Supported the sales team and marketing teams by developing and maintaining an intranet site which displayed current inventory that provided a full description of all company products. This tool was essential for both departments because it gave both department representatives an edge when they were selling or demonstrating products to existing resellers or new ones.I was able to support and help close out sales orders exceeding $20+ million dollars per quarter making the DC POS division of Ingram Micro more profitable.Provided technical assistance to all resellers and company staff via remote connection.