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.• Perform Office 365 Administration.• Perform Mobile Device Management.• Perform User Account administration in Active Directory and Azure environments.• Provide preventative maintenance.• Provide troubleshooting and quickly resolve routine problems to ensure infrastructure stability.• Perform technology records and inventory management in accordance with Agency s Policy and Procedures.• Helpdesk support.

● 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● Installed and configured 100+ servers and various pieces of hardware and software according to service level agreements● Administered active directory groups, policies, and routine maintenance changes● Organized frequent, recurring meetings with peers to discuss upcoming and ongoing project statuses and scheduled tasks● Provided Tier 3 support contact for User Support Team● Worked with User Support Team to build and manage Windows 10 desktop images based on corporate needs● Wrote and updated knowledge base articles and SOPs for daily internal use● Participated in a 24/7 on-call rotation to provide consistent, dependable support

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 technologies in a timely manner● 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● Consulted with fellow IT User Support staff to explain software errors or to recommend changes to programs● Mentored junior level analysts● Acted as liaison between IT staff to communicate issues, problems, and questions● Managed hardware inventory in tracking system● Handled account provisioning and providing hardware upon employee new hire and turnover● Imaged desktop and laptop computers to be used on company network● Performed additional duties as needed within the department

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