-Responsible for successful, on-time completion of individual’s technology cross-boarding using Identity & Access Management (IAM) tools - Enterprise Identity Manager, IAM Aware, LDAP, and AD. -Level 2 Service Desk technician-Builds relationships and partners with a diverse set of business functions (computer asset management, networking & remote access, identity & access management, applications access, HR systems/services, end user IT)-Coordinates across multiple business units’ specialists to get people onboarded to their respective networks and apps-Documents standard work and continuously improves cross-boarding business processes, driving standard, streamlined, repeatable processes-Provide regular detailed status reports/dashboards of the people in the cross-boarding pipeline to management-Provide support to end-users on how to request cross business unit access and to connect to the business unit(s) they requested

Provide technical support of both iOS and Android mobile devices, supporting end users and their mobile devices across the enterpriseProvide support through major mobile device management rollouts for the enterpriseAssist end users for effective provisioning, installation/configuration, operation, and maintenance of Portable Electronic Devices (PED) such as iPhones, Android phones, iPads, etcPerform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.Works closely with the Mobility engineering team to monitor, analyze, and troubleshoot issues related to mobile device management.

• Act as primary point of contact with departments to understand technology needs.• Maintain inventory of mobile devices and accessories• Assign devices and maintain accurate inventory records of mobile devices to ensure accurate tracking and lifecycle depreciation of technology assigned.• Designs and creates mobile configuration control policies using enterprise tools such as SCCM and Group Policy to ensure reliable and standard device configurations.• Access new technologies and make enhancement recommendations to leadership as appropriate• Develops policies and procedures governing how to troubleshoot IT issues relating to mobile devices, educational resources, and simulation equipment including identification, documentation, documentation, distribution, and resolution. Provides training documentation and communicates applicable updates as changes impact end user experience. Works with vendors and partner IT groups to ensure accuracy and efficacy of documentation.• Oversees timely delivery of quality technical support to faculty, staff, and students. Receives and responds to support requests through a help desk and by email, telephone, and direct interaction.• Responsible for account provisioning, deprovisioning, and password assistance for employees and students, both within the UR and URMC computing environments and on services including Box.com and Blackboard.• Maintains a deep knowledge of common software applications used by members of the SON community and provides individual support and training.• Ensures that appropriate security practices are followed to protect individuals' data centrally by designing and maintaining security role groups as well as helping instruct about proper security practices.• Assist with issues identified to the ITS team pertaining to educational software such as Blackboard, VoiceThread, Yellowdig, Kahoot, Qualtrics, AEFIS, and other resources used by faculty.• Support Technical issues during labs, exams, etc.

∙ Primary point of contact for all customers’ (employees, contractors) technology needs.∙ Communicate effectively with customers around their needs and explain technical solutions to audiences who may not have the same technological know-how∙ Maintain quality service by establishing and enforcing organizational standards and SLAs∙ Utilize and maintain the help desk ticketing system, Freshservice∙ Provide helpdesk support and resolves problems to the end user’s satisfaction and meet SLAs∙ Manage the technical Onboarding and Offboarding of contractors, facilitators and vendors∙ Partner with the Director, People Operations and be responsible for the technical Onboarding and Offboarding of employees∙ Responsible for inventory management of all hardware assets utilizing asset management and mobile device management software – Freshservice, Verizon MDM, Jamf Pro

• Provide day to day management of the mobile device management solution (currently AirWatch) in collaboration with the network management team• Assist in evaluating new products and conduct research on products, services, and standards to stay up to date with new developments in the industry and their application in the educational environment• Collaborate with management and department leaders to assess short-term and long-term mobile device capacity needs.• Provide support for mobile devices, including but not limited to iPhones and iPads• Manage over 600 Devices for 9 Districts• Monitor and track incidents and trouble calls in a service desk ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time• Manage Mac workstations• Server Administration• Planning and purchasing for long term needs• Maintain accurate inventory of all mobile devices• Create and maintain organizational iTunes accounts for all mobile devices• Create reports and analyze data related to mobile device usage• Maintain a working knowledge of all devices and standard business mobile applications, maintain appropriate documentation• Support end users across a wide range of questions, problems and requests as they relate to their mobile devices• Provide regular end user training on iPhones & iPads

Systems Administrator and Technical Support: Serve as the administrative contact and primary university administrator for UR Education Abroad PortalProject Management: Develop and maintain strategies to incorporate University education abroad programs and travel into Terra Dotta using Cognos, Tableau, Box, and Asana.User Training: Provide individualized and refresher training to all internal university clients on the UR Education Abroad Portal.Process and Workflow Development: Develop and maintain processes for study abroad applicant processing in collaboration with CEA advisors and external UR offices, and university stakeholders.Vendor Management: Serves as main technical liaison for and manager of all vendor relations with CEA, UR IT and Terra Dotta, including serving as a point of contact for projects that involve both UR IT and Terra Dotta dealing with Student Information System integrations and user authentication.IT Resource Planning and Budgeting: Evaluates new technology solutions for purchasing and implementation

Maintain working knowledge of wide range of university systems (Blackboard, IdM, Heat, ListServ, and VeraSmart) and technologies (Active Directory, Duo, Office365, and Microsoft Office Suite) Provide training and training guides and to all internal university clients and coworkers on university systemsInterpret, assess, and analyze user’s technical problems received via Help Desk services or electronic methodologiesUtilize strong technical expertise to resolve existing problems related to desktop and LAN technologiesProvide first level support for telecommunication services and issuesDesigned and managed IT Metrics page using WordPress, Dreamweaver, HTML/CSS, and Photoshop

Preparing for recording sessions by performing activities such as selecting and setting up microphonesRegulating volume level and sound quality during recording sessions using Pro Tools 11 HDSetting up, testing and adjusting recording equipment for recording sessions and live performances

Utilizes multiple computer software packages (HRIS, RNT, SunGard, SalesForce, and ORS) to answer specific client requestsDevelops and maintains knowledge of IRS and ERISA regulations to ensure accurate issue resolution regarding 401(k) plan operationProvides technical support for participants using the automated phone system and employee website to ensure efficient interaction.

Answer telephone calls, emails, and/or support tickets submitted by customersPerform troubleshooting as necessary to identify what is the cause of issues reported by customersMake recommendations for product and process development based on customer feedback Work with customers (as needed) to facilitate ‘launch’ or ‘go-live’ presentation of new siteTo participate in team meetings in an effort to understand team priorities, offer solutions, and suggestions for process improvement

Meet and exceed quota/revenue target for net activations, customer renewals, accessories, handsets, and enhanced servicesResolve escalated customer complaints in a timely and empathetic mannerEnsure retail area storefront, merchandise and literature is in conformance with the merchandising planMust manage cash and inventory levels

Engage customers in explaining device and plan features and options, explaining billing and excess usage charges Assisting the sales team in completing orders and sales

40 hours weeklyManage supplies and services for three accountsRespond to telephone inquiries related to copiersCommunicate with customer and technician to resolve copier issues

20 hours weeklyAssist library patrons with any computer questions - PC and MacCommunicate unresolved issues to problem report pageMonitor computer checks for the 60 unit labManage 15 students working the VIA Desk

40 hours weekly - Co-operative EducationReceives and responds to telephone inquiries and requests related to operational problems of a computer system;Prepares job ticketsAssists with troubleshooting of reported problemsAssigns job tickets to appropriate staff

6 - 8 hours weeklyOrganize appointments and contracts with other companiesCreate invoices and estimates for clientsUtilize QuickBooks to track client/company information Manage 8 employees working at office sites

Organize appointments and contracts with other companiesCreate invoices and estimates for clientsUtilize QuickBooks to track client/company information Manage 8 employees working at office sites