Tier 2 IT support for casino and hotel systemsMonitor performance and health of major applications and network devices across MGMinfrastructurePerform initial triage of tier 2 incident and request ticketsSupervise and support 7 analystsMaintain day shift and weekend SLAs in accordance with IT operations standardsCreate process and troubleshooting documentationInitiate technical calls for high severity issues using xMatters Intelligent CommunicationsEngage software and hardware vendors for supportEngage Tier 3 and above IT teams within SLAs to troubleshoot and resolve issuesMaintain daily team assignments for analysts to evenly distribute workloadCreated training checklist for new analysts

Level 1 IT support for casino and hotel systemsImplemented custom digital signage content management/deployment systemConfigured and implemented Network Policy Server (NPS) for RADIUS authentication on wirelessinfrastructureDeployed centralized Cisco IOS firmware upgrades to Catalyst 3500 series switchesAnalyze organizationlevelpolicies and implement changes via Group PolicyNetwork configuration deployment via SolarWinds NCMCisco CM phone system support and configurationTrained in IGT Advantage gaming and player management systemsAgilysys LMS property management system (AS400 and iSeries GUI) experience

Provide level 3 end-user support via desk-side, phone, e-mail, and remote desktop technologies (RDP, DameWare MRC, VNC, etc.)Assist System Administrator in the development of company-wide VM deploymentAssist with Exchange 2010 implementation including UC certificates installation and mailbox managementCreate and manage printer server VM for entire organizationProcure all desktop, network, and printer hardware for new sitesImage Dell desktops and servers using Windows 7 image from WDS/SCCM serverConfigure Cisco network devices for installation at new sitesCoordinate and liaise with ISP for on-site service installation, activation, and testingOn-site installation and testing of all network and desktop hardware for new sitesAnalyze organization-level policies and implement changes via Group PolicyInvestigate, analyze, and resolve server and application errorsTroubleshoot LAN issues for 30 sites

Provide level 2 end-user support via desk-side, phone, e-mail, and remote desktop technologies (RDP, DameWare MRC, VNC, etc.)Prioritize, assign, and manage tickets using Numara Track-IT and ManageEngine ServiceDesk PlusDevelop and direct level 1 and 2 help desk techniciansCreate and maintain users and groups in Active DirectoryMaintain asset tracking systemConfigure Dell desktops and laptops for end-usersEnsure users have all their network drives, printers and software installedAchievements - implemented mobile device management software for Windows CE 5 devices (Wavelink)

Provide level 1 end-user support via desk-side, phone, e-mail, and remote desktop technologies (RDP, DameWare MRC, VNC, etc.)Troubleshoot issues with Office applications, E-mail, connectivity, printers, and other peripheralsReceive and process supplies of new desktops and peripherals Asset track all new hardwareAssist with establishing help desk procedures, documentation, and repair time standardsLog calls and resolutions in ticketing softwareAchievements – implemented Active Sync on Exchange 2003