• Provide senior level support to the office regarding the resolution of complex desktop, notebook, and remote computing issues• Responsible for a wide range of expert technology support, including network issues, operating systems, hardware, firm standard software applications, hardware, office audio-visual systems, PDA support, and advanced troubleshooting skills• Responsible for effective coordination, leadership, and mentoring of other office Technology Support staff. • Prioritize and schedule team resources to ensure responsive utilization of resources to meet customer service and training objectives• Responsible for effective project management, translating team goals and objectives into well-defined project plans, including milestone objectives and the use of effective reporting tools to track progress. • Coordinate all aspects of the technology support infrastructure, including desktop, notebook, and remote computing issues, and when appropriate, offer technology training and support of AV systems and videoconferencing.

• Provide support to the office regarding the resolution of complex desktop, notebook, and remote computing issues• Responsible for installation and maintenance of Firm PC and notebook computer hardware and software• Quickly identify, troubleshoot, and repair various Firm Technological devices• Act as a mentor and provide support to the Technology Support Specialists• Act as a Point of escalation within local department for troubleshooting Windows• Install & tests L&W standard image on desktops and notebooks• Use SCCM to analyze, run and troubleshoot Windows updates• Use Active Directory for general network administration tasks (e.g., password change, printer group assignments).• Work closely with local and global network personnel to provide assistance and support• Use AssetCenter to manage firm Assets (e.g., assign, retire and order assets)• Assist with special projects on various issues as needed

• Selected as one of twelve firm-wide “Customer Service Ambassadors” (2012-2013)• Provide support to the office regarding the resolution of complex desktop, notebook, and remote computing issues.• Responsible for installation and maintenance of Firm PC and notebook computer hardware and software. • Act as mentor and provide support to the Technology Support Specialists.• Provide support to desktop and notebook systems, hardware and customer related services; Cisco VOIP administration, and associated equipment related to these systems and applications; and support to printers and Multi-Functional Device (MFD) hardware and settings.• Troubleshoot and resolve problems involving hardware, systems software, and applications software, as well as troubleshoot a variety of symptoms in order to diagnose an actual problem, and determine whether the issue is with technology or end user training and solve problem.• Provide assistance to end users for firm-approved applications using a variety of different methods. Software includes: Microsoft Office, Outlook, iManage, Full Authority, Carpe Diem, Remote Computing (dial-up, Terminal Server, VPN, RDS, OEAP) and other applications as deemed necessary.• Set up and configure PC computers, notebook computers, printers, drives, boards, modems, and wireless routers.• Utilize Altiris and SCCM to deploy software packages and updates to end users' workstations.• Set up and maintain conference rooms to use technology services (e.g. presentations, network connections, and audio/visual).• Scan computers for viruses.• Provide end-user support via answering support line, maintaining tickets and Outlook mailbox.• Assist with training new Technology Support Specialists by becoming a mentor and providing ongoing support.• Assist with special projects on various issues as needed

•Administer the eHealth servers / service. Generate response trending reports for system owners. Add and retire systems for monitoring per system owner requests.•Support Operators and NOC Facility•Monitor and escalate issues relating to Amgen servers and network appliances using applications such as eHealth, Spectrum and Attention. •Plan, coordinate and execute Major Incident Meetings, assigning roles to key players in said incident to quickly and effectively resolve issue.

• Support 1500+ lab systems running WinXP/2000/NT. Systems control lab instruments which process compounds and collect data. Add/Remove systems to/from Domain. Standardize vendor systems to Amgen requirements before connecting them to corporate network. Work with team members to automate processes and “Do more with less”. Also participated in Beta testing for Vista Business desktop image.

• Support 1300+ workstations consisting of WinXP/2000 clients running Office 2k/2k3 suite / Lotus Notes as well as Countrywide proprietary apps. Documented activity in Quintus / Remedy Helpdesk apps. Also participated in Beta Testing of Vista Business Desktop Image. Tested Credent encryption solution.

• Spec’d Out and Purchased Dell PowerEdge Small Business Server 2003• Created, Configured and Managed AD Domain / Users• Set up, Configured and Managed MS Exchange and Remote Access (OWA & PDA)• Migrated users' existing email & settings to new Exchange Server• Managed CALs for SBS and Software Licenses for Workstations• Provided support and instruction to users

• Spec’d Out and Built MS Small Business Server 2003• Created, Configured and Maintained AD Domain / Users• Set up, Configured and Maintained MS Exchange and Outlook Web Access• Migrated users' existing email & settings to new Exchange Server• Managed CALs for SBS and Software Licenses for Workstations• Provided support and instruction to users• Set-up interoffice VPN. Advised, consulted and trained staff on software and hardware purchasing and operations decisions.

• Manage a team of Network Engineers and their off-site projects.• Handle purchasing for said projects.• Provide hardware and software desktop support to users on-site in the Corporate Office (approx. 50 nodes).• Maintain on-site phone system.• Provide both on-site and off-site technical support to clients with service agreements.

• Supervised, advised and executed department's desktop and network maintenance, installations and purchasing.• Instructed Professors in software use and web page construction and maintenance.• Designed, installed and maintained department's computer lab as well as maintaining department's web page.

• Responsible for networking and software maintenance of four on-campus computer labs, with no less than twenty-five computer systems per lab.• Duties included, but were not limited to, troubleshooting of all systems and the repairing of all related software and programming problems.• The testing and installing of all software used in the labs as well as systems advising and training of faculty.• Interacted with courseware authors to customize applications to meet the needs of individual labs.

• Provided complete software instruction, as well as systems troubleshooting, upgrading and setup for Humanities and Social Science Departments.• Appointed Virus Manager for The College of Letters and Science for three consecutive years.• Instructed both faculty and staff in the operations and protection from computer viruses.