• Plan, design, develop & integrate network systems equipment consistent with existing or planned network infrastructures• Manage reports for IT System Administrator Team• Develop Standards and Documentation for users and Continuity Book for techs to follow for any and all processes that Support Desk require to implement• Manage team project assignments; plan, advise, and guide team meetings, daily taskings, and manpower allocation.• Manage IT inventory to include software, hardware, printers, supplies & telecommunications• Assist in the tracking, installation, sustainment and servicing of telecommunications equipment to include mobile devices, video conferencing systems & Voice Over Internet Protocol (IP)• Install, configure, & troubleshoot internal & external workstation hardware peripherals & software used for connections & communication on local, wireless & private secured networks• Serve as the on-site IT help desk knowledge manager for the Atlas Corps and provide customer service through phone or direct site

o Setup video teleconferencing utilizing GVS platformo Assisted users with iPad and iPhone device setup utilizing Blackberry UEMo Worked with Configuration Management Officers, Information Assurance Officers, and Systems Administrators to resolve/escalate problemso Provided technical software and hardware problem resolution on personal computer systems supporting 4000+ users by performing routine service requests, software installations, problem diagnosis and resolution in accordance with contractual scope and timeliness requirementso Clearly communicated technical solutions in a user-friendly, professional, and courteous mannero Provided one-on-one training to users as neededo Accurately entered, coded, and tracked issues in accordance with established guideline utilizing Remedy ticket systemo Reliably escalated more complex problems to the appropriate higher level support departmentso Researched and investigated various problems to provide appropriate responses to end users and created documentation and standards to assist users through simple procedureso Perform related administrative and reporting requirement as requiredo Answered live calls from users for support inquiries

o Built, deployed, and managed images for desktop computers, laptops, and thin clientso Drafted documentation for appropriate steps for various issue resolution o Set standards for ticket escalation, assignment, and monitoringo Managed iPads remotely utilizing Cisco Meraki Dashboardo Oversaw training for new hireso Managed over 900 virtual server clusters through vSphere versions 5.5 through 6.5

Effectively answered phone calls from real estate agents and home owners in regards to detailed questions concerning their warranty; processed phone orders from sales reps for homes going through real estate transactions efficiently.