Roger Medley Email & Phone Number

East Providence, Rhode Island, United States

• Was responsible for providing first and second level support in a Windows environment, consisting of Windows OS, and Microsoft Office 365, and some Mac OS. • Supported remote laptops using VPN client as well as remote desktops using LAN infrastructure.• Remote troubleshooting tools consisted of Remote Support Assistance and Beyond Trust Bomgar Representative Console and Microsoft Quick Assist.• Used Microsoft Teams and Zoom for collaboration and meetings.• Support of Active Directory for computer management and accounts.• Support Virtual Desktops on premises and Azure Virtual Desktops.• Used Microsoft SCCM to deploy software to endpoints.• Supported internal client and web-based applications throughout the enterprise.• Used Powershell to install software and restart Virtual Machines.• Skilled at using Avanti Heat ITSM ticketing software; knowledge management. • Maintained hardware and software inventory in Hardware Lifecycle system.• Provided technical support for external clients that accessed client-facing websites.• Supported network printers and local print queues. • Installed and configured HP servers for remote branch offices. • Reset and unlocked mainframe ID’s and password. • Configured new laptops and desktops for new employees with the required applications.• Mentored new interns onboarded to the team.

• Was responsible for providing second level support in a Windows environment, consisting of Windows 2000, Windows XP, Microsoft Office XP (Including Access, Excel, PowerPoint, and Word), and Terminal Server. • Built and configured MS Exchange Server for Corporate clients on a Dell Server. • Supported remote laptops using VPN client as well as remote desktops using LAN infrastructure. • Remote troubleshooting tools consisted of Microsoft SMS, Remote Desktop, and VNC. • Proficient with resolving network login issues with Network Administration tools. • Working knowledge of Active Directory for remote assistance and network logons. • Supported internal web-based applications throughout the enterprise. • Skilled at using Remedy Magic ticketing software; maintain hardware and software inventory in Magic system.• Responsible for maintaining Help Desk website that contains procedures and troubleshooting techniques.• Provided direct server support for the Accounting, Finance, and Purchasing departments. • Created network printers and print queues. • Installed and configured HP servers for remote branch offices. • Reset and unlocked mainframe ID’s and password. • Created master image hard drives for laptops and desktops and duplicate on Image Master machine. • Configured new laptops and desktops for new employees with the required applications.

As, Multimedia & Web Design

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