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CurrentRole is a mixture of customer service, technical support, systems administration, networking, procurement, software implementation and trainingCustomer Service – In a fast paced, dynamic and challenging work environment where I figuratively pivot from simple “how to” questions to “let’s discuss infrastructure upgrades” in a matter of minutes. In this role – customer service is the #1 priority. I quickly assess situations to determine the best resolution. If there is a hardware or software malfunction, I provide a short-term fix to allow the end user to continue being productive while I work on a more permanent solution.Technical support – Provide primary Tier 1 – Tier 3 help desk support for local & remote users. Track support cases from initial contact through resolution via KACE ticketing system; ensure workstations are up to date; Conducts preventive and proactive maintenance on all IT related equipment, software and peripherals. Systems Administration – Under the direction of the Network System administrator, I support the local Washington, DC office server infrastructure. Administer Cloud services ; On-Premises services (Active Directory, Group Policy); Antivirus/ malware solutions . PowerShell.Software implementation and training – Provides end-user training for application software – including Microsoft Office, and Intacct (finance software). Work closely with Unit management to learn specific work processes to tailor software training to each department’s needs. Created World Learning specific administration user guide regarding rollout and installation of Office 365 cloud based services. Procurement and Purchasing – Purchase all IT related hardware, software and services for the Washington, DC office (and remote locations when requested). Liaise with multiple vendors to negotiate best pricing for goods and services. Serve as technical subject matter expert on IT related procurement during RFP phase.
