Citrix 7.13 development and support.Citrix 6.5 support.Citrix published application migration from Citrix 6.5 to 7.13 environment.Windows Deployment Services / Desktop Image Development.Server 2012 R2 deployment and support.Server 2016 deployment and support.End user client support.System Center 2016 implementation.Active Directory user provisioning.Lync 2010 user provisioning for phone and IM.Vendor support.Remote site support.

● Monitor all tickets submitted to service desk for trends with issues and root cause analysis● Work with tier 3 teams on any trends found in tickets due to changes or updates● Coach and mentor service desk technicians on proper ticket entry and check quality of tickets documented● Utilize Reporting in Service Desk Plus for Key Performance Indicators● Rack Cisco Switches in national offices where there is not a network engineer ● Troubleshoot switch configuration/quality issues with Network team in national offices● Work with Telecom Vendors in national offices for new service turn up ● Edit profiles in Cisco Call Manager● Cisco Call Manager support for Cisco VoIP phones● Filesite/Imanage troubleshooting and user support● Remote user support for national office employees in Denver, CO, Boulder, CO, Boston, MA, Los Angeles, CA, Springfield, MO, Jefferson City, MO, Overland Park, KS● Travel for national office support● Deskside support for Kansas City office● Pitney Bowes Send Suite Live administration and support● Postage meter support for all national offices● Citrix Xen App management and Citrix roaming user profile support and creation for virtual desktop environment● Technical documentation creation● SCCM imaging● Hardware repair for desktops, laptops and printers ● Windows support and troubleshooting● Office 365 administration including exchange online● Ricoh GSNX, DMNX, Omtool AccuRoute administration and support● Printer Logic administrator● Work on-call rotation for after hours and weekend support for all offices nationwide

● Cisco Call Manager support for Cisco VoIP phones.● Filesite / Imanage troubleshooting and End user support● Remote user support for national Office employees in Denver ,CO, Boulder, CO, Boston, MA, Los Angeles, CA, Springfield,MO Columbia, MO, Overland Park, KS,● Travel for national office support● Deskside support for Kansas City office.● Pitney Bowes Send Suite live administration and support● Postage Meter support for all national offices.● Citrix Xen app management and Citrix roaming user profile support and creation for virtual desktop environment.● Technical documentation creation● SCCM imaging● Hardware repair for desktops, laptops and printer. ● Windows support and troubleshooting● Office 365 administration including exchange online.

● Utilize ticketing system for KPI reporting to monitor Help Desk performance and track trends of issues being reported to the Help Desk.● Responsible for maintaining Help Desk policies and procedures to insure optimal support for all business functions. ● Ensuring that issues reported to Help Desk are accurately prioritized and transferred to the correct group for proper resolution.● Communicate and work with other teams within IT on issues to ensure resolution.● Responsible for managing employee time keeping for the Help Desk and approving timesheets before submitting to HR Payroll.● Troubleshoot basic phone issues for either PBX or VoIP systems.● New Hardware and Software rollouts.● Built a FOG imaging server and created sys prepped windows images to deploy on multiple model machines.● Built and implemented a Symantec Ghost server to store Windows sys prepped images for easy deployment of PC’s.● Internal user support for US and CA offices. Desktop support for windows XP, 7, 8, 8.1 ● Support for Mac hardware and OSX support for Snow Leopard to current OSX version Yosemite. ● Responsible for new active directory user creations and Exchange User Mailbox creation. ● In charge of new equipment and software procurement. ● Active Directory security group creation and distribution group creation. Windows Print Server administration. ● Remote user support for Canadian office and US employees. ● Citrix Xen App management and Citrix roaming user profile support and creation for virtual desktop environment. ● In charge of training materials and knowledge base articles for internal employee support and education. ● Team lead in charge of delegation of labor between subordinates to make sure task and projects are completed correctly and on time. ● Member of the company emergency response team. Member of the ergonomic and safety committees. Member of the Silpada foundation board.● Recipient of Employee Appreciation Award 2012

● Assist customers with troubleshooting their personal automotive GPS devices for hardware and software issues. Assist customers with doing map updates on their Mac and PC computers and troubleshooting to allow the map update to run.● Temp Agent for Garmin International as a product support specialist. Assisted Garmin customers with troubleshooting their personal GPS devices and with their personal computers so customers can do map updates on their GPS device.● Hired permanently to staff after temporary employment assignment was completed