• Maintains information technology strategies.• Manages staff.• Researches and implements technological strategic solutions for internal and external clients.• Accomplishes information technology staff results.• Plans, monitors, and appraises job results.• Initiates, coordinates, and enforces systems, policies, and procedures.• Maintains staff by recruiting, selecting, orienting, and training employees.• Maintains a safe and secure work environment.• Develops… Show more • Maintains information technology strategies.• Manages staff.• Researches and implements technological strategic solutions for internal and external clients.• Accomplishes information technology staff results.• Plans, monitors, and appraises job results.• Initiates, coordinates, and enforces systems, policies, and procedures.• Maintains staff by recruiting, selecting, orienting, and training employees.• Maintains a safe and secure work environment.• Develops personal growth opportunities.• Maintains organization’s effectiveness and efficiency by defining and delivering strategic plans for implementing information technologies.• Directs technological research by studying organization goals, strategies, practices, and user projects.• Completes projects by coordinating resources and timetables with user departments and data center.• Verifies application results by conducting system audits of technologies implemented.• Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures.• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes.• Identifies problems.• Evaluates trends.• Maintains quality service by establishing and enforcing organization standards.• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.• Contributes to team efforts by accomplishing related results as needed. Show less

• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues• Provide documentation and technical specifications to IT staff for planning and… Show more • Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues• Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure• Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures• Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions• Responsible for capacity, storage planning, and database performance• Assemble design documents, permit drawings, construction documents, specifications, and coordination drawings associated with power, lighting, and fire alarm design/construction.• Read and interpret blueprints, technical drawings, schematics, and computer-generated reports.• Confer with engineers and other personnel to implement operating procedures, resolve system malfunctions, and provide technical information.• Research and analyze customer design proposals, specifications, manuals, and other data.• Research, evaluate, and specify mechanical products, equipment, systems and processes to meet requirements, applying knowledge of engineering principles.• Investigate equipment and system operation issues to make recommendations for adjustments.• Assist drafters in developing design drawings using Building Information Modeling (BIM) software.• Execute the necessary work in the creation, evaluation, implementation and modification of standard techniques and procedures. Show less

• Assisting external clients in the implementation of technical systems, software, hardware or solutions.• Evaluate client needs, develop configurations that support business processes.• Providing training and end-user support during/after the implementation process.• Prepare and maintain all technical and business documents and collaborate with clients and IT department to provide support to all issues.• Establish all technical project requirements and maintain effective… Show more • Assisting external clients in the implementation of technical systems, software, hardware or solutions.• Evaluate client needs, develop configurations that support business processes.• Providing training and end-user support during/after the implementation process.• Prepare and maintain all technical and business documents and collaborate with clients and IT department to provide support to all issues.• Establish all technical project requirements and maintain effective professional relationships with all clients and organize all project materials.• Train client technical staff on all hardware and software issues and identify all issues in processes and provide solutions for same.• Perform various tests on process with help of test cases and prepare documents for same and coordinate with manager to resolve all issues within required timeframe and inform management of any delays. Show less

• Provide Level 2 reactive after-hours technical support to client emergencies involving hardware failure, outages, and other business critical downtime events.• Provide Level 2 reactive technical support to clients including desktop and notebook support, printer support, server support, software support, and advanced networking utilizing remote access tools, chat support, telephone support, and onsite/field support• Provide Level 2 proactive technical support to clients including patch… Show more • Provide Level 2 reactive after-hours technical support to client emergencies involving hardware failure, outages, and other business critical downtime events.• Provide Level 2 reactive technical support to clients including desktop and notebook support, printer support, server support, software support, and advanced networking utilizing remote access tools, chat support, telephone support, and onsite/field support• Provide Level 2 proactive technical support to clients including patch management, operating system maintenance, malware/virus maintenance and removals, and response to windows alerting utilizing remote access and management tools.• Resolve hardware and software-related technical issues utilizing existing education, training and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.• Create and update electronic service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures. * Create, update and maintain key network and asset information securely and confidentially.• Routinely follow-up on open service tickets to meet service objectives.• Pre-configure and install desktops, notebooks, tablets, servers, wired & wireless network,printers, and other network devices.• Work with Digital Boardwalk Project Manager and third-party vendors in the development,integration, and implementation of technology solutions for clients Show less

• Respond to and work requests for service and incidents in the company ticketingsystem through completion. Document all work performed within the requests.• Installation, configuration, and support of Microsoft Office 365 on variousplatforms• Provide phone and remote troubleshooting support and provide quick recommendations towards resolution• Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and… Show more • Respond to and work requests for service and incidents in the company ticketingsystem through completion. Document all work performed within the requests.• Installation, configuration, and support of Microsoft Office 365 on variousplatforms• Provide phone and remote troubleshooting support and provide quick recommendations towards resolution• Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and outcomes.• Ensure accurate and timely resolution for assigned issues• Provide front line administrator and end user support for multiple clients• Recognize trends and reoccurring problems• Administration of applications within the Office 365 suite• Collaborate with other engineers to find solutions. (Collaboration with Support Engineers at different levels and technology areas to find solutions)• Initiate shift to shift hand-off of open service requests as needed to facilitate ongoing customer support within teams/shifts Show less

- Experience with a Service Management tool, such as HP Service Center or Service Now- Experience using Remote Tools, such as Go To Assist or Citrix- Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as Verizon MiFi)- Experience troubleshooting and using Windows based operating systems in a corporate environment- Experience using and troubleshooting email applications, such as Outlook or… Show more - Experience with a Service Management tool, such as HP Service Center or Service Now- Experience using Remote Tools, such as Go To Assist or Citrix- Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as Verizon MiFi)- Experience troubleshooting and using Windows based operating systems in a corporate environment- Experience using and troubleshooting email applications, such as Outlook or Lotus Notes- Experience using and supporting the use of smartphones for business, including the use of business email applications such as Good Mobile. Show less

o Create/Assign/Troubleshoot IPv4 up to /24 blocks using internal networking tools.o Creation of PTR records for reverse DNS on static IP addresses.o Use of Telnet/CLI to run scripts to configure equipment to run in various modes such as Bridged, NAT, DHCP, Static, etc. o Use of Telnet/CLI/GUI to enable/disable/configure Ethernet Port duplex and speed as well and enable/disable/configure WiFi Radio, SSID, Channel, Bands, etc. o Use of internal tools to manage various types of… Show more o Create/Assign/Troubleshoot IPv4 up to /24 blocks using internal networking tools.o Creation of PTR records for reverse DNS on static IP addresses.o Use of Telnet/CLI to run scripts to configure equipment to run in various modes such as Bridged, NAT, DHCP, Static, etc. o Use of Telnet/CLI/GUI to enable/disable/configure Ethernet Port duplex and speed as well and enable/disable/configure WiFi Radio, SSID, Channel, Bands, etc. o Use of internal tools to manage various types of DNS Records and Vanity and Non-Vanity E-Mail Accounts for business clients. o Troubleshooting Network Latency/Packet Loss/Speed issues through the use of ServAssure and bandwidth throughput monitoring.o Working closely with Dispatch/NOC departments to resolve SIP/DOCSIS/CMTS issues.o Manage telephone and ticket queues so that client issues were resolved in a timely fashiono Diagnose issues through technical analysis and document appropriate action and resolution Show less

o Assist clients with issues related to the hosted exchange platformo Interact and resolve problems or concerns using Live Person/Live Engage Live Chat Sessions. o Diagnose issues through technical analysis and document appropriate action and resolution. o Manage telephone and ticket queues so that client issues were resolved in a timely fashiono Facilitate and arrange Live Remote Assistance sessions with customers having technical issues that cannot be resolved via the phone… Show more o Assist clients with issues related to the hosted exchange platformo Interact and resolve problems or concerns using Live Person/Live Engage Live Chat Sessions. o Diagnose issues through technical analysis and document appropriate action and resolution. o Manage telephone and ticket queues so that client issues were resolved in a timely fashiono Facilitate and arrange Live Remote Assistance sessions with customers having technical issues that cannot be resolved via the phone or through email.o Install and configure mail clients such as Outlook and Entourage, and others. o Mentor team and assist with training on the Microsoft Active Directory, Exchange, and DNS.o Assist clients with mobile device issues, this includes Android Devices, Windows Mobile Devices, iPads, iPhones, and other devices. o Install and configure of workstations, printers, cables, monitors, network routers and switches, servers, phones. o Investigate arising incidents caused by malicious activities, and identified false positiveso Investigated alerts created by IDS/IPS including malicious file uploads, compromised servers, SQL injections, and port scanningo Operated in a datacenter environment, ensuring maximum uptime for company serviceso Monitored and managed email spam filters, firewalls, anti-virus systems, and vulnerability scannerso Performed in-depth forensics on workstation hard driveso Investigated various security incidents, mostly the result of malware infections Show less

• Troubleshooting of DOCSIS 2/3 Cable Modems using command line interface• Assisting customers in configuring their router settings to work correctlywith the network • Assisting customers in configuring their e-mail clients to work with thecorrect e-mail servers • Troubleshooting of VoIP Equipment and star services

• Troubleshooting of Expedience and WiMax devices • Assisting customers in repositioning of Expedience and WiMax devicesto prevent RF interference. • Assisting customers in configuring their e-mail clients to work with thecorrect e-mail servers • Assisting customers in configuring their router settings to work correctlywith the network • Experience in working in a high volume, face paced call center. • Experience using Microsoft Excel and Word for Data Entry•… Show more • Troubleshooting of Expedience and WiMax devices • Assisting customers in repositioning of Expedience and WiMax devicesto prevent RF interference. • Assisting customers in configuring their e-mail clients to work with thecorrect e-mail servers • Assisting customers in configuring their router settings to work correctlywith the network • Experience in working in a high volume, face paced call center. • Experience using Microsoft Excel and Word for Data Entry• Assisting Customers with troubleshooting/configuring VoIP Adapters • Assisting Customers with configuring LAN Connection Settings in Windows 95, 98, ME, 2000, 2003, Vista, and OS X Operating Systems. Show less

• Assisting Customers with troubleshooting/configuring ONT Equipment (Fiber Optic Adapters) • Assisting Customers with troubleshooting/configuring VoIP Adapters • Assisting Customers with configuring LAN Connection Settings in Windows 95, 98, ME, 2000, 2003, Vista, and OS X Operating Systems. • Viewing ONT Equipment Status in several monitoring systems. • Enabling/Disabling ports via Web GUI/Telenet on 48 Port Switches • Use of VNC Client/Server for Remote System Monitoring… Show more • Assisting Customers with troubleshooting/configuring ONT Equipment (Fiber Optic Adapters) • Assisting Customers with troubleshooting/configuring VoIP Adapters • Assisting Customers with configuring LAN Connection Settings in Windows 95, 98, ME, 2000, 2003, Vista, and OS X Operating Systems. • Viewing ONT Equipment Status in several monitoring systems. • Enabling/Disabling ports via Web GUI/Telenet on 48 Port Switches • Use of VNC Client/Server for Remote System Monitoring • Assisting Customers with Troubleshooting QAM based receivers & Television Issues • Configuring Phone Equipment using Sphericall/Mitel Software/Equipment • Imaging PC's/Laptops using Ghost/SysPrep • Using Active Directory to setup user accounts on domains. • Configuring Desk Phones using Mitel/PrairieFyre Hardware/Software • Setup/Repair of Workstations/Laptops • Setup of Employee Blackberry's using Blackberry Enterprise Server Show less