Provide end-user support. This will come via telephone calls, voicemails, e-mail, or direct communication from employees, and occasionally customers, that need assistance. • Provide “in-house” computer/network/phone support relating to software and hardware problems. • Prepare and receive detailed workflow charts and diagrams to illustrate a sequence of steps that a program or user must follow and to describe input, output and logical operations involved. Create Work Instructions. • Experience setting up computer hardware, installing/upgrading software and operating systems is required. Use imaging software to maintain up to date Ghost loads for deployment for all hardware models in use by the company. • Configure and troubleshoot local and remote site communication equipment (printers, phones, laptops, desktops, fax machines, etc). • Assist in gathering quotes on equipment and supplies as needed. • Ensure efficient and economical utilization of equipment and resources. Provide for safekeeping of equipment and supplies. • Assist in moving equipment to different locations within building and be responsible for keeping an updated inventory of all IT equipment throughout the company. • Maintain and update the corporate SharePoint server. • Maintain and distribute supplies as needed by staff. • Support the Network Engineer as needed. • Perform other duties as assigned.

Responsible for data quality and analysis on a Data Warehouse implementation operating on SQL Server 2005. Acted as Liaison between the Business Intelligence ETL team and the Source System Support team. Performed data quality checks to identify issues and then worked with both teams to correct and/or improve data quality in the most efficient manner.

I was responsible for any and all IT directives, onsite or remotely, for one university while still being an analyst for other universities as well. This included overseeing the help desk team’s involvement with this university. My support duties included Microsoft Active Directory, ERP software (Jenzabar), Microsoft Exchange, Microsoft Office, Google Apps, VPN setup, learning management software (Moodle and Blackboard), full network support and proprietary software/website portals as well. I also supported PC/Mac desktops and laptops, HP/Sharp/Kyocera multifunctional networked printers, as well as Apple and Android mobile devices. Additional duties included Corporate IT support and training. As a Lead Agent/Analyst I was to take ownership of every situation that we might encounter for my client. I was responsible for each situation/ticket and was to make sure that each was handled correctly. This also gave me the duty of making sure that each situation/ticket ended up with its appropriate owner and/or to see it through until handled if necessary. Always on call, I was the first to be contacted for priority one emergencies as well. This could include network outages to facilities issues.

Built computers to customer specifications and would set up or support client’s networks. On site support was required as well as remote support for network or computer troubleshooting and repair. Ixaras managed to obtain over one hundred clients. Ixaras’ Help Desk Service supported desktop hardware, software, routers, modems, and any issue a client would need assistance with. The help desk used an open-source Ticket Request System (OTRS) as well as an email and live chat service. I found it very much a necessity to clearly translate technical issues into simple non-technical terms in order to assist my clients correctly and efficiently. Much of the help desk assistance had to be done remotely for either phone conversations or chat conversations. It was the policy of Ixaras to take ownership of every customer issue that happened to arise. Without a positive attitude Ixaras and its variety of services would have never succeeded. Support services and help desk services became most of what Ixaras supplied as a business.

Responsible for network administration, computer repair, and training. Used MS-Access for inventory as well as updating the inventory on the company website. Rebuilt circuit breakers ranging from 400 volts to 15,000 volts. Tested the same circuit breakers before shipping to clients.

Responsible for training fellow employees on AS/400. Tow motor certified. Responsible for mixing and impregnating chemical catalysts for fuel oil impurities.

Responsible for shipping, testing, and supplying any and all petroleum based products. Served in Somalia as a Squad Leader. Responsible for 360,000 fuel farm in Somalia. Honorably discharged as an E-4 Specialist.