• Provide direct on-site problem resolution.• Troubleshoot and support End Users, server systems, Email and application problems, presentation station problems, physical wiring issues, workstation OS and imaging.• Assist in the troubleshooting of telecommunications and network equipment problems.• Create, administer, and maintain Users’ computing environments.• Monitor system network security and uptime, systems and servers for worm, virus, or spyware attacks, remote Finance Manager backup and disaster recovery.• Install, upgrade, and update server applications, printers, iPads, hardware, and software applications.• Assist with the installation of new initiatives.• Provide Wide Area Network (WAN) support and troubleshooting.• Maintain computer inventory, system data backup and restoration procedures, internal intranet and external/public web sites in conjunction and as directed by the district.• Meet with the technical staff to review all technical designs.• Administration of Windows Active Directory and/or Apple domain utilizing Help Desk procedures.• Assist in unboxing and installing network equipment as it applies to re-imaging in the summer months.

• Migrate Windows XP Desktop and laptop computers to a Win7 O/S in a cable communications, networked environment as part of a scheduled, mass deployment.• Provide 1st level set-up support for PC end-users, post Win7 migration follow up, and document issues requiring escalation to 2nd level troubleshooting.• Unbox imaged PCs or laptops, or reimage existing equipment using company based imaging software utilized in an enterprise environment. De-install PC equipment and prepare for salvage. Also, install PC peripherals, as required.• Install user specific specialized software on migrated desktops or laptops, as needed.• Maintain documentation of throughout migration project.

• Problem investigation, troubleshooting and resolution of issues submitted via ticketing system.• Proactive on potential customer issues and IT environment health.• Utilize remote troubleshooting and assistance methods to enhance desktop support and customer service.• Install and maintain printing devices and software onto networked environment.• Troubleshoot various server issues, and operating systems; i.e. MAC and Windows 7.• Convey technical issues and material to a non-technical audience.• Support security camera and ISONAS access control technologies.• Perform user and computer account adds, Group Membership updates via Active Directory.

• Manages the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Elementary management of all network switches and hubs, and battery backups. • Basic administration of end user accounts, permissions, and access rights. • Performs basic system backups and recovery as directed. • Installs, configures, tests, maintains, monitors and troubleshoots end user workstation hardware, software, networked peripheral devices, cabling and networking hardware and software products. • Performs other duties and assists in IT projects as assigned.• Provides on-call technical support when required.

• Answered, evaluated, and prioritized incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Customers included all Long Island public schools’ that purchased SMART Technologies products, encompassing $8 Million for the first half of 2010.• Interviewed user to collect information about issue; logged and tracked calls using problem management database.• Maintained client history records and related problem documentation, and lead user through diagnostic procedures to determine source of error.• Researched, isolated, resolved and followed-up for routine user problems, referring more complex problems to supervisor or technical staff.• Facilitated contact to software and hardware vendors to request service regarding defective products.• Tested software and hardware to evaluate ease of use and whether product will aid user in performing work.• Wrote and revised user training manuals and procedures, software and hardware evaluations and recommendations for management review.• Developed training materials such as exercises and visual displays, and trained users on software and hardware or recommended outside contractors to provide training.• Installed software and peripheral equipment.

• Assisted in maintaining computer network, which included the setup and configuration of over 1,000 user and email accounts in Active Directory.• Interacted with clients regarding network, application, security and access issues.• Monitored network performance and performed root cause analysis of performance issues.• Managed assigned work orders by ensuring timely completion, escalation, resolution and properly documenting resolution in an automated trouble-ticket tracking system.• Provided expert level troubleshooting assistance in the areas of client/server connectivity, peripheral hardware products and operating systems.• Rehabilitated and retrofit customer computers to extend their useful life during a time of budgetary cuts.• Diagnosed and resolved IT issues specific to Dell desktops and laptops, and multi-vendor printers.• Ordered replacement parts for Dell desktops and laptops, and multi-vendor printers; tracked and reported order status on a weekly basis.• Monitored and reported inventory status of computers, components and other equipment.

• Vital member of network and wireless integration team that implemented and upgraded client network infrastructure.• Collected and maintained physical network configuration and patch panel diagram information to be provided to Engineer/Team Leader for analysis.• Installed Cisco switches and wireless access points into appropriate worksite locations.• Linked fibre optic cables to ports allowing proper connection between communication points.• Connected network cables into proper patch panel drops and corresponding switch ports.• Configured and/or reconfigured Cisco switches and wireless access points according to specifications.• Tested signal strength for all network drops and wireless access points throughout entire building to ensure proper operation of IP addressing and LAN/wireless internet connectivity. Reported and resolved all networking issues identified during testing.• Trained installers on all aspects of network infrastructure upgrade project.