Primarily responsible for providing technical support and troubleshooting network related problems in a timely manner. This includes, but is not limited to, basic network connectivity issues, WAN failure remediation, including working with ISPs if needed. Responsible for effectively providing suggestions to customers to meet their needs and concerns about network related incidents. Tasked with making proper firewall configuration changes, including NAT policy setups, rule additions, VPN setup (client-based and site-to-site), Content Filter configuration and security service setup/changes on a case by case basis.

Technical SkillsNetworking: Routers, Switches, LAN/WAN, Wireless, Peer-to-Peer, Sub netting, DNS,Operating Systems: Windows XP, 2007, Windows 95, 98, ME, Server 2003, 2008, Linux Server (Fedora)Hardware: Troubleshooting, Installation, Printers, PC’sSoftware: Office 2003, 2010, Lotus Notes, Spice works Business Skills: Customer Service, Management, Data Entry, and Help Desk Employment HistoryOhio Public Defender Columbus, Ohio 1/3/2011-presentStudent/Intern Help Desk analyst• Deployed Windows 7 for 130 users• Tested and implemented a help desk ticketing system• Perform help desk duties for end users• Maintain users PC’s for viruses clean up, set up user accounts and defragmentation of computer• Clean up DNS forward and reverse• Manage daily back up duties include: change tapes, erase old tapes, label and fill out paper work for off site storage• Trained personal on VoIP phones in the satellite a offices• Researched to purchase hard ware for servers • Replaced UPS batteries and take out for repair• Utilized Network Protocol Analyzer (wire shark) to monitor the VLAN for the VoIP for phone outages• Assisted in moving and setting up two satellite offices with network equipment• Provided on hand and phone customer service to 130 users• Maintain and clean copiers and when unable to fix call in for repair

Planned and prioritized the purchasing of Government Furnished Equipment for the installation of MH60M air craft. Worked to update Microsoft Excel spread sheets to track the issues and installation of items on the program. Created Word documents to let supervisors know what was needed or missing.

Created Excel spread sheets to track the purchases made on each individuals Government Purchase Card. Maintained a monthly tracking sheet in Microsoft Outlook and emailed word documents to supervisors explaining stock levels. Using Microsoft Access the training department was able to track new individuals of the command to make sure they received all the necessary training.Customer Service Addressed internal and external customer problems, noted information and ensured a resolution was reached. Used Microsoft Access to monitor these issues we were able to raise the confidence level of the department.