Sam Ballard Email & Phone Number

Norfolk, Virginia, United States

• Supports Fare Technology Service Manager in the development of effective cross-departmentalstrategy, including representation of status and risks to the CEO level.
• Manages the portfolio of interrelated sub-projects within the complex fare collection technology andmobile ticketing program.
• Serves as the technical lead and owner of the HRT mobile ticketing development and implementation.
• Manage entire process (configuring, testing, planning & execution) of all configuration adjustments.
• Contract administration and management of fare collection systems and fare sales systems.
• Manages project consultants and vendors.

Norfolk, Virginia, United States

• Perform Windows operating system baseline image creation and tailoring for specific hardware configurations and software requirements.
• Support application packaging, policy driven deployment, and documentation in an Enterprise setting.
• Deploy OS images, applications, and management capabilities across the Agency.
• Utilize automation to maximize platform management consistency and productivity.
• Maintain platform security and compliance.
• Define, create, test, and deploy Group Policy for Client Technology.

• Implemented and managed systems management software, including Microsoft System Center Configuration Manager (SCCM), VMware Horizon, and VMware vCenter
• Implemented VDI images for more than 150 users, seamlessly providing support and on the job training
• Ensured high availability and acceptable levels of performance for over 200 mission critical resources and multiple enterprise systems
• Setup and executed company-wide OS upgrade and software patching deployments using SCCM with third-party add-ons Ivanti Patch and Patch My PC, collaborating with IT Security to ensure a monthly SLA of 95% or higher
• Created hardware inventory and software usage data reports in SCCM using basic SQL and WQL queries
• Performed testing, implementation, and maintenance for various technical projects

Chesapeake, VA

• Provided support by answering, evaluating, and resolving incoming telephone, voice mail, and web form requests from users experiencing problems with hardware, software, networking, and other computer related.
• Performed advanced troubleshooting to diagnose and resolve technical problems
• Acted as escalation point for junior analysts to recommend and implement corrective solutions
• Documented all problems and actions through to resolution, including escalations to appropriate technical resources, by opening and updating tickets in the Incident Management database
• Monitored tickets to ensure they are being properly and promptly serviced.
• Wrote and updated IT User Support processes and troubleshooting procedures

Chesapeake, VA

• Receive inbound calls from pharmaceutical companies utilizing proprietary software
• Assist clients with troubleshooting for iPad, iPhone, Windows 7, printer setup, and proprietary software and apps used for tracking inventory of drug samples according to FDA regulations
• Networking with pharmaceutical reps to quickly and effectively resolve issues
• Perform project oriented tasks to strengthen client relations
• Provide training to peer CSRs on clients they are new to supporting

Chesapeake, VA

• Receive Tier 1 escalations utilizing remedy tickets for advanced internet troubleshooting
• Handle network security issues utilizing CATS security tickets. This includes account suspensions for copyright infringement, viruses, and other compromises to the network
• Troubleshooting for TCP/IP settings, network Interfaces, USB, ethernet, home network, web browsers, mail clients, Cox Web Space and scheduling trouble calls and/or special requests for ongoing unresolved issues

Chesapeake

• Receive inbound calls from Pharmaceutical companies utilizing proprietary software
• Assist clients with troubleshooting for Windows XP, Outlook 2003, Router/network configurations, printer setup, and proprietary software used for tracking inventory of drug samples according to FDA regulations
• Networking with pharmaceutical reps to quickly and effectively resolve issues

Virginia Beach, VA

• Installation, configuration, and maintenance of 50+ client Win2k/XP workstations on Windows NT Server / Windows 2003 RC2 Server
• Wiring and installation of network topologies using Cat5 cables, hubs, switches and routers
• General computer troubleshooting and maintenance repair and upgrades