• Solely responsible for multi-site End User support Dealing with daily to daily user support• Daily task included working tickets from Solar Winds, building and updating laptops, desktops, and Cybernet computer systems• Managed inventory for the locations to include ordering and assigning assets to end users• Lead several projects from start to finish including testing Windows Hello and Envoy Visitor Kiosk deployment.• Developed Policy and Procedures for the Envoy Visitor Kiosk to include conforming with ITAR (International Traffic in Arms Regulations) and visitor tracking to all sites• Developed and lead employee training for several Microsoft Office programs to include Excel, OneDrive, Whiteboard, and OneNote• Managed a user base of just under 500 active account. Assigned network permissions and other required access requirements as needed• Managed accounts in Microsoft/Exchange Admin Center.

• Create and monitor escalated tickets using Service Now and work ticket according to each tickets required actions• Supported several client multiply end user support.• Monitor Service Now for incoming tickets and route those tickets to the proper teams• Monitor LogicMonitor tickets for escalations and route them to the proper team• Monitor Barracuda for any backup issues and escalate ticket for any backup failures• Investigate and Block suspicious emails using Barracuda• Create User accounts in Active Directory, Office 365 Admin Center, and Exchange Admin Center

• Create and document customer PC issues and questions within HEAT Ticketing for each user customer call• Assist users with issues connecting to network VPN and other network equipment• Investigate computer hardware and software problems in a timely manner and escalate those tickets to the appropriate teams within IS if not able to correct the issue.• Push software to user’s PC using SCCM, Client Center, or direct install methods• Communicate with other Service Desk members and other IS Departments of reported or observed network or other major outages.• Document daily call numbers and report those stats to other IS departments• Create and update standard work procedures for trouble shotting steps• Follow up with users on trouble tickets within HEAT and IS Request.

• Troubleshoot computer and other devices at the hardware level including video and telephone systems• Provides user support and training to court staff of all levels on the operations of a variety of IT systems• Installs or assists in the installation of maintenance of hardware, new and/or revised releases of national systems and off the shelf software.• Tracks and reports all inventory additions, moves or changes through the court inventory system, also conducts complete yearly inventory of all assets• Recommended implementation of standard policies and procedures pertaining to introduction and utilization of new technology and equipment• Advised the court in areas of technology support, requirements and capabilities including anticipation of future requirements and resolution of potential problems prior to implementation• Initiates and maintained contact with other court IT personnel at different locations and levels for the purpose of staying knowledgeable of development, techniques, and user programs

• Provided outstanding customer service for telephone, walkup and remote computer support• Imaged, installed software and migrated users data to new computers for break/fix or upgrade• Supported on-site support for 3 Lubrizol locations for hardware and software issues.• Installed and Supported Citrix, SQL Data Base, Microsoft, SAP and other specialized software.• Maintained accurate inventory of all hardware assets being issues to end users.• Completed support tickets for all user interactions and documented steps taken to complete each.• Educated users on software that could increase productivity for their daily duties. • Create knowledge documents for step by step instructions on how to correct new trouble issues.• Assisted user in the upgrade from Windows 7 and 8 to 8.1 and tested integration to Windows 10.

• Provided Tier 3 Small computer support of all base computers in person or over the phone.• Trains on operation and maintains readiness for deployable communications systems Joint Incident Site Communications Capability (JISCC) formally Theater Deployable Communications (TDC)• Set up and installed Windows Server Operating System on JISCC and TDC packages.• Maintains Window Client and Server computers by trouble shooting issues and correcting the issues by either replacing hardware or updating software• Setup and maintain base networking systems• Familiarity with Operate Cisco Routers and Switches