• On-site at Lackland AFB• First point of help support for the WDMS system used for all branches of the Military.• Help test new updates before they would be rolled out on the WDMS system.• Turn any unresolved tickets into Change Requests.• Reset password for those using the WDMS system.• Change user location when requested.• Work with developers to resolve tickets.

• A part of a team that provides on-site and remote technical support to over 4,000 desktops and laptops.• Moved computers into the proper directory in Active Directory.• Imaged Lenovo desktops and laptops to the Windows 7 OS Deskside and Remote support for clients.• Continued break fix support for the Windows 7 to Windows 10 migration.• Supported break fix for the O365 office migration.• Reached out to end users that had submitted tickets with software and hardware and helped resolved the issue.• Installed new hardware and software, patched systems and configured settings.• Configured hardware, devices and software to set up new work stations for employees.• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.• Used SCCM/MECM for software pushes.

• Maintained Trend Anti-virus for Corporate and Retail environment which numbers over 30,000 retail and corporate machines.• Documented policies for Trend Micro and wrote up procedures to follow if a virus was found.• Troubleshoot any issues involving issues with Trend Micro on Laptops, Desktops or any Retail machines.• Packaged software into IBM-BigFix console and tested for deployment.• Planned and supported mass software pushes with procedures followed through Change Management.• Helped troubleshoot any Windows patching as well as create rollbacks if any issues occurred with them.• Helped with the migration for Trend support from IBM BigFix to a stand alone Trend Console.• Set up groups, firewall policies, scan policies and general settings in the new Trend Console.• Created analytic scans to scan the network and report back on various files, keys, or software.• Worked with the Delhaize ISO team if questionable network traffic was seen and alerted them of any outbreaks that were found.• Help maintain the firewall, encryption and security software within the corporation.

• Was a part of a refresh team that helped migrate over 3,000 desktops and laptops from Windows XP to Windows 7.• Used Altiris and IBM Bigfix to push out software.• Help setup and run the Solutions Cafe at Corporate Food Lion, a walk up counter for computer support.• Moved computers into the proper directory in Active Directory.• Image Lenovo desktops and laptops to the Windows 7 OS Desk-side and Remote support for clients.• Traveled to the Maine Food Lion office to help support their Solutions Cafe during staff transition.• Used the ticketing system, ServiceNow, to pick up and resolve tickets.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Removed and replaced malfunctioning components to correct hardware problems.

• Helped the replacement of all the Cannon printers with Xerox printers at the Wake Forest Campus and Wake Forest Baptist Hospital.• Trained personnel on how to use printers.• Patched printers to network for network printing functionality.• Troubleshoot any issues that may be encountered.• Flashed BIOS and updated firmware of the Printers Physically delivered printers.

• Exhibited professionalism; team-oriented attitude; excellent research and problem solving skills.• Data management including data backup and data migration.• Imaged / re-imaged computer equipment, used company provided Microsoft SCCM to install software / updates.• Troubleshoot issues with Microsoft Office 2003 / 2007 / 2010 applications.• Lead large PC hardware moves to new areas.• Resolved issues remotely using terminal services / remote desktop.• Installed hardware components to users' computers.• Linked computers to network and peripheral equipment, including printers and scanners.• Configured hardware, devices and software to set up new work stations for employees.

• Exhibited professionalism; team-oriented attitude; excellent research and problem solving skills.• Data management including data backup and data migration.• Imaged / re-imaged computer equipment, used company provided Microsoft SCCM to install software / updates.• Troubleshoot issues with Microsoft Office 2003 / 2007 / 2010 applications.• Lead large PC hardware moves to new areas.• Resolved issues remotely using terminal services / remote desktop.• Installed hardware components to users' computers.• Linked computers to network and peripheral equipment, including printers and scanners.• Configured hardware, devices and software to set up new work stations for employees.

• Added and removed users from the network.• Would troubleshoot problems with the computers.• Helped with the integration from Windows XP to Windows 7• Helped with the integration from Office 2003 to Office 2010.