Application Integration and DevelopmentApplication Services – Information Technology Services

Infrastructure - Information Technology Services

Provide technical support to customers at three (3) Norcross locations, supporting over 300 usersWork with customers on site or remotely by using procedures and protocols to help resolve issues in on timeResolved issues with Windows XP Professional and Vista, IBM ThinkPad (T23 – T500), and with HP/Compaq desktopsResolved hardware and software issues with RIM Blackberry Smartphone devicesResolved hardware and software issues with Windows Mobile Smartphone devices Resolved hardware and software issues with AML M7100 Handheld Inventory scannersResolve the problem call as a ticket in the Visual Help Desk (VHD) system and assign it to proper technical support staffProvisioned network accounts for Windows Server 2003 using Active DirectoryProvisioned email accounts using Lotus Domino 7 and Exchange 2007Provisioned Cisco 7960 and 7961 IP phones using Cisco Call ManagerProvisioned fax accounts using RightFax ServerResolved email issues using the MailMarshall SMTP version 6.4.6.5922

· Provide technical support to customers who call the Help Desk Contact Number. Work with the customer on the site by using procedures and protocols to help resolve the issue in an appropriate time frame.· Log the problem call as a ticket in the HEAT system, and resolve the ticket with the user or assign it to the proper tech support personnel on the site to resolve the issue.· Assist other team members with the resolution of customer issues.

· Performs installations, maintenance, troubleshooting, repair of computer hardware, software and peripherals.· Maintains and troubleshoots instructional and administrative Local Area Networks (LAN).· Assists in providing training to school system personnel in the use of technology.· Assists teachers in overcoming technology problems and promotes the integration of technology into the day-to-day activities of the classroom.· Assists in providing support to school system personnel in video and distance learning presentation environments, assists school system personnel in development of accurate hardware and software inventory, makes recommendations to building level staff regarding upgrades and replacement of technology-related equipment.· Assists school personnel in the purchase of technology equipment and software.· Coordinates job scheduling with outside vendors, researches and reviews new and updated technology and software.

· Sold Radio Shack electronic products and other brand name electronic products.· Stocked electronic products.· Assisted customers with problems related to the installation and troubleshooting of purchased products.· Opened and closed the store in accordance with normal working hours.· Maintained the appearance of the store.