Administering On-prem Datacenters, Cloud Platform, and cyber security environments Negotiating with vendors at a work unit or departmental level Managing and maintaining IT infrastructure (hardware, Windows OS, SQL, vendor apps, ) for business-critical applications Responsible for all change management requests Mange Cyber Security footprint Oversee assigned user account administration and file rights management. Implementing backup and recovery policies procedures Providing input in determining technology needs Coordinating or leading projects of moderate to complex technical complexity. Performing the planning of work unit Information Technology architecture Act as the center of excellence to IT management, utilizing specialized expertise and industry standards for the Architecture and Infrastructure domains to help develop risk mitigation solutions. Troubleshooting systems issues and interfacing with application providers, data center teams, and systems vendors on support issues Working with corporate IT teams Working with business representatives on support and planning initiatives and developing technology solutions that meet technical and business requirements. Staying current with new technology developments Conducting research to solve complex problems, understand trends and support the formulation of business unit IT strategies. Systems planning and budgeting. Partner with VP of Technology to develop the overall strategic technology infrastructure direction that will support and enhance the Foundation’s Strategic Business Plan Developing and providing intermediate to advanced user training Providing technical guidance to subordinates or users.

*Maintain, Install, Configure and Administer Windows Server 2003/2008.*Create and administrator VMware servers within vSphere.*Maintain VMware, AD, File Server, Blackberry Server & Blackberry Hand Held Support.*Create & Manage Groups, User Accounts and Profiles in Active Directory.*Support Windows 7, MS Office Applications 2010 and other corporate applications.*Support technical issues for all End Users and Executive staff by Troubleshooting Pc, Server & LAN Connectivity, and Configuration Problems.*Provides tier-two support for network, desktop, and server systems, diagnosing, resolving, and documenting complex systems problems.

Provide support on a variety of technical issues. Identifying, researching, and resolving technical problems. Provide advanced hardware troubleshooting down to the board level. Respond to telephone calls, emails, and personal requests for technical support. Track and update open calls and/or escalate problems as directed by client procedures. Resolve PC hardware and software configurations, document user’s problems through the use of ticket management system including opening, updating and closing problem tickets.

Onsite Contractor AAA of Michigan 09/02 – 05/05 Level II & III Desktop Support and Triage Team Lead. Major Duties and Responsibilities include: provide support to end users on a variety of technical issues. Identifying, researching, and resolving technical problems. Respond to telephone calls, emails, and personal requests for technical support. Track and monitor the problem to ensure a timely resolution. Resolve PC hardware and software configurations by remote administration and desktop visit. Install software products or approved patches. Document user’s problems through the use of ticket management system including opening, updating and closing problem tickets. Monitor problem ticket queue to ensure all assigned tasks are completed within specified metric requirements within customers SLA.

Unboxed, configured, set up and diagnosed the performance of workstations, Servers and laptops. Provided advanced hardware troubleshooting down to the board level. Performed hardware diagnostics and routine moves and changes. Assisted in the cabling and configuration of LANs. Recorded and archived PC workstation environments for future troubleshooting reference. Performed basic software troubleshooting and diagnostics. Loaded application software on single user operating systems. Troubleshot and responded to user questions. Tracked and update open calls and/or escalate problems as directed by client procedures. Gained experience providing PC hardware and software support services for various hardware and Software applications.