• IT Service Desk functions such as troubleshooting, root cause analysis and resolving issues with PCs, laptops, printers, scanners, mobile devices, AV equipment, Citrix, Active Directory, etc.• Taking ownership of incidents and requests resolving them to a high level of customer satisfaction• Providing exceptional communication between the service desk and end users on the status of incident resolution• Effective ticket management and tracking using the IT Service Desk• Utilizing remote access tools when necessary• Procurement, upgrade and maintenance of IT equipment• Create, manage and implement internal documentation, reports and standard practices• Back-up and restore of end user data• Virtual environment administration

Configure new Cisco network switches, Network rollouts, cabling and monitoring the network. Setup and manage users in active directory. Testing new application/VLT games, Troubleshoot and upgrade server hardware as needed. Troubleshoot and maintains Network peripherals, PC’s, Printers, POS, Servers, Storage device, NY video lottery Kiosk and SASn, VLT (video lottery terminals), ETG (electronic table games), digital signs, vending and ATM kiosk, (Casino/ Raceway NYS Lottery) Provide tier II support to casino staff and game vendors. Image PC’s using Ghost, Symantec and Acronis, Storage tape rotation.Install, Provide financial, status and investigation reports, Inventory and Asset tracking Helpdesk Support calls and ticket using Hotspot and Salesforce

Configure new Cisco network switches, Network rollouts, cabling and monitoring the network. Setup and manage users in active directory. Troubleshoot and upgrade server hardware as needed. Troubleshoot and maintains Network peripherals, PC’s, Printers, POS, Servers, Storage device, NY video lottery Kiosk and SASn, VLT (video lottery terminals), ETG (electronic table games), digital signs, vending and ATM kiosk, (Casino/ Raceway NYS Lottery) Provide tier II support to casino staff and game vendors. Image PC’s using Ghost, Symantec and Acronis, Storage tape rotation.Install, Provide financial, status and investigation reports, Inventory and Asset tracking Helpdesk Support calls and ticket using Hotspot and Salesforce

• Identify source of failing motherboards and repair hard drives • Maintain quality control by repairing new servers that fail to meet company standards • Provide customer service by assisting clients in debugging failed servers • Research and test diagnostic software for new servers