Information Technology Support Analyst
CurrentIT Support / Help Desk August 2023 – Present• Used remote desktop applications such as LogMeIn, Kaseya, RDP, and AnyDesk to troubleshoot and resolve issues in deployed servers and end user devices.• Input minute-by-minute updates into company ticketing board and escalated issues to the higher echelon when problems persisted. • Publish daily/weekly/monthly billing and game reports for the requesting department using SSMS and preconstructed SQL scripts. • Answered incoming phone calls to the help center that consisted of a machine or site down, customer disputes regarding incorrect payouts, active directory or company software password resets, and network related issues.• Trained and coached end users, site technicians, and slot managers on game hardware, game software, and point of sale applications.• Imaged, prepared, and installed 75+ servers within the class II, historic horse racing, charity, and skill casino markets; while including remote desktop client applications, two factor authentication, and SQL server agent maintenance plans in the image to ensure redundancy and security. • Installed and configured over 50 local area networks, including the programming of firewalls, switches, DHCP, and cable management.
