Analyze, troubleshoot, and resolve incidents escalated from Tier 1 and other Tier 2 groups via ticketing system, e-mail, and phone.Proven ability to perform under pressure in mission critical/high stress environment.Assist Incident Management team and other IT departments with critical response for strike team call initiation and resolution of system outages. Increase department efficiency through ability to multi-task and demonstrate excellent follow-through.Use Delphi technique to elicit true concerns and challenges of team members to gather data for improvement plans.Increase team members KSAs through Push/Pull communications using iterative knowledge base documentation enhancements.As required, perform monthly server reboots for patch installs and maintenance, ensuring systems remain operational and current. Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives, and clearing files to gain space for efficient application performance. Monitor/update corporate backup procedures and strategies. Monitor the paging system/application outages, and providing updates to IT departments.Recognized by Management for leadership and team work.

Administer and secure the Information Systems networking infrastructure of 40,000 plus employees of largest gaming and hotel company in Las Vegas. Grant, maintain and remove user access, permissions and securities on over 100 plus applications in a Unix, Windows NT/2000/XP and Citrix Metaframe environment. Responsible for certifying and storing server and database passwords. Perform first level and second level tier support on calls escalated to Network Security. Challenged and responded to provide timely resolutions to support mission-critical application users.Help other IT staff and departments resolve issues and implement access procedures.Verify all approvals have been attained for access request.Recognize appropriate systems access levels to grant by department, title and location of users.Maintain awareness of events, programs, priorities, and issues in order to perform responsibilities. Accomplish deadlines and goals for department. Consistently exceed job requirements. Challenged and respond to provide timely resolutions to support mission-critical application users.

Provided first level support to over 40,000 plus employees in gaming and hotel environment locally and globally. Troubleshooted hardware, software and connectivity issues for a mixed Citrix, Windows NT/2000/XP and AS400 environment via phone, email and remote control tools for a vast range of hardware and software technology issues and requests in a fast paced high workload environment. Achieved high levels of productivity handling over 600 calls per week.Earned solid reputation for resolving complex issues and providing exceptional customer service.Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized knowledge base to record and track issues.Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.Help other IT staff resolve issues.Excellent communication skills.Handled emergencies in a responsible manner.Delivered concise direction and message to clients.In-depth understanding of system error messages.Performed documented tasks using checklists.Consistently met call goals and resolve times.Team player.

Educate and prepare students for entry into the work force with an emphasis on computer systems fundamentals, software applications and office management skills. Successfully implemented teaching style and classroom management style based on a continuous open enrollment policy.Development curriculum and course outline for subject matter to be taught including time allotment, goals, and objectives.Demonstrated great ability to consistently individualize instruction based on student needs.Provided instruction to students using conventional materials and audio/visual aids to assist students in satisfactorily completing course material.Maintain technical proficiency of changing technology and new product lines via trade publications, conferences and seminars.