Support approximately 250 end users in both an office and fulfillment center environment. Troubleshoot and resolve all level I and level II help desk request via telephone, email and desk side. Manage help desk tickets utilizing Track-It 10 and Spiceworks. Reporting on ticket metrics and productivity for management. Install and configure Microsoft Server 2003/2008 for domain controller, printer server, etc. Manage user accounts for Active Directory, Exchange, Cisco Call Manager, voice mail, and in house applications. Image and deploy all new workstations. Configure Cisco phones for end users. Support Motorola Symbol MT2090 and P370 handheld scanners along with the MCL Link software. Set up all printers on a print server. Manage printers (laser and thermal), copiers and fax machines. (Both network and local.) Remote support of two remote locations. Responsible for all internet usage reporting and monitoring. Coordinate all third party support with vendors. Suggested and purchased IT equipment as needed. Complete data restoration via backup. VEAM server environment configuration and maintenance. Configure and support servers running Windows 2008 Server. Create standard operating procedures for technical support. Developed how-to documentation for common help desk requests. Responsible for hardware and software asset management.

Identifies, researches, and resolves technical problems. Responds to Help Desk tickets, telephone calls, e-mail and personnel requests for technical support. Tracks and monitors the problem to insure a timely resolution.Manages user systems, applications and office productivity appliances.Maintains, repairs, or upgrades Desktops, Laptops, Printers, Scanners, Copiers, and Fax Machines.Maintains and supports Windows desktop and applications (MS Office Suite).Installs vendor Critical and Security patches and updates.Provides support for all user IT support issues and works with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution.Serves as the IT liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.Safeguards the company’s operating data through a formalized and documented program of security administration and data backups. Establishes, enforces and monitors policies and procedures to ensure appropriate usage of Information Systems.Develops and maintains desktop support procedures, and prepare end-user documentationManage infrastructure assets including vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory and labeling.Evaluates, designs and implements new systems (software and hardware) to increase productivity, enhances business operations and services, and reduces manual or paper processes. Performs research and makes recommendations.Serves as ambassador for Molina when working with non-Molina staff: County staff, volunteers, visiting consultants, residents and other health professional trainees.Maintains patient confidentiality.

IT Asset Management - Data and Support AnalystsData integrity for all North American IT AssetsPeregrine (HP) Asset Center Peregrine (HP) OVSC and OCVMSupport all Symbol barcode scanners on Windows 2000, XP, and Vista OSSupport ODBC client configurations for PTS Tracer Plus softwareDaily, Weekly and monthly trending reports in regards to barcode scanner utilizationSupport approximately 250 technicians on daily use, installation and troubleshooting all software installs and technical issues regarding barcode scanners.Work closely with development and database teams for configuration of Connect-it Scenario.Use Planview to track project time.Utilize Share Point to share files between teams and more.

General Helpdesk Support.Created ticket for each call through HP Service Center. Support provided for multiple software environments including Microsoft Windows, Microsoft Office, SAP, Unix, Mainframe, Siebel, Blackberry Desktop Manager, Active Sync, Postini,; Administrated user accounts through Active Directory including creation of accounts, moving accounts to OU's, adding clients to different domains. Blackberry Device support. Maintained Helpdesk support documents.Maintained license agreements with major software companies.Maintained hardware agreements with major companies.SMS Software deployment High Volume Calls Ghosting using RIS serverVarious other support tools and software packages.

Support for 10,000+ usersTier I and II technical support via phone, remote and desksideMagic Ticketing SystemSupported All MS Office Applications (including 2007)Windows XP and VistaMany other applications supported

Answer all Helpdesk phone calls and emailsEntered all Helpdesk calls into Track-It and assigned a technician to the work order or completed it myself. Supported approximately 200 users in a Windows environment.Software support for: Microsoft Office Suite 2000/2002/2003, Windows OS 2000/XP, Payne Consulting Metedata Assistant, Citrix Metaframe, RightFax, E-Copy, Cisco Security Agent, Blackberry Desktop Manager, Palm Software, DocsOpen, and many other software packagesSupported Microsoft ExchangeActive directory - moving users into new OU's, adding and removing user accounts, password resetsHardware support for desktop computers, printers, scanners, monitors, Blackberry, Treo, digital dictaphones, digital footpedals, Avaya phone systemInventory of all pc's, printers, blackberries, audio/video equipment.; Recommended, proposed and bought new hardware and software. Software license management.

Building and repairing desktop/laptop computersMicrosoft Office Suite and Windows OS installation and troubleshootingMicrosoft Tech NetTrack-It 6.0-6.5 and Track-It Web Tone out network linesInstalling scanner softwareHard drive duplicationDesktop/laptop implementationPreparing computers for lab placementInventory of partsOrdering parts for labsGhost imaging. Answer help-desk phone for lab problemsCommunicated with instructors regarding issues in labsCreated manuals for student workers and lab workers