• Supports users of the Microsoft network by dealing with day-to-day network problems and or questions as needed, including as needed 24 x 7 on-call support. • Supports project implementations, installations, and technical systems through research, operational monitoring, and collaborating with vendors as directed, and appropriate• Supports day-to-day monitoring/updating of systems including but not limited to Servers, Active Directories, Applications, and data backups.• Responsible for technology asset management including but not limited to desktop computers, laptop computers, monitors, printers, peripheral devices, and software.• Assists with the discovery of technology (old and new) related to the Senior Living industry; including research, testing, and implementation as necessary to achieve organizational goals.• Administrative tasks including but not limited to completing compliance training and other required tasks.• Collaborate with Kendal Corporation IT Staff on security, desktop support tools, service desk, and architecture-related concerns

While continuing to provide all Information Technology Support Specialist duties and services I have assumed the role of IT – Manager for North America. Providing expanded support and management duties to all of the company resources around the world. • Responsibilitieso 24/7/365 Helpdesk Supporto Management of all IT Hardware and Software within supported countrieso Administration of Office 365o Azure Administrationo Network Administration, connectivity, and security managemento New User Creation and Administration using Active Directory and AD Managero Computer system specification configuration and order handling through multiple vendorso Inventory Trackingo Hardware decommission managemento User training and support for Quarterly Cyber Security training requirementso Computer system Refresh Managemento Quarterly and Yearly Budgetary managemento Create Company Standard Equipment configurationso Creation of Standard equipment by user roleo Asset management and hardware return Management for resigned WFH employeeso Direct support of 140+ Office and WFH employees over multiple countries and time zones

US Based, IT Support Specialist. Supporting Multiple countries and Time Zones. UK, EMEA, Germany, Japan, Canada, US, AU. Remote and On-Site support for all computer hardware and software. IT Project Management▪ Provide good customer service by responding to and resolving internal IT helpdesk tickets. ▪ Monitor and maintain on-site IT computer systems services, equipment and infrastructure. ▪ Procure and install software, computers or peripherals in accordance with approved specifications. ▪ Collaborate with the Corporate IT team to meet helpdesk operations SLA. ▪ Manage escalations, priorities and business impacts arising from unplanned IT incidents. ▪ Helpdesk, endpoint computer service and technical support: o Attend and respond to all incident tickets, system alerts and user queries. o Monitor IT computer systems and services performance. o Log helpdesk tickets for requests via email, phones and walk-in conversations to helpdesk web portal. o Escalate and coordinate complex technical issue with subject specialist or supplier. o Perform system recovery and data/files restoration as necessary. o Procure, build, configure and set up IT 1st day office. o Perform periodic health checks, update and testing on IT computer systems. o Maintain and support IT hardware. o Maintain and keep track of IT computer hardware and software inventory. o Maintain documentation (helpdesk workflow, procedures, user solutions manuals and other technical documents) o Write/update incident reports.▪ Participate in operations improvement projects. ▪ Maintenance of local IT infrastructure: o Rack and stack new hardware. o Decommission old infrastructure. o Perform testing on new/upgraded IT infrastructure. o Coordinate with local service providers and system owners to deliver IT services. o Work with Server/Network engineer to troubleshoot and solve complex issues with the Corporate IT team.

Support of End User Computers and Devices in a high paced Health Care Environment. Support of multiple remote Offices and Hospitals throughout the Central Indiana region. Install Configure and support of computer peripherals including Printers, Scanners and Monitors. Providing on-call after-hours support for hardware, software and configuration incidents.Working with Vendors to resolve system issues and implementation of New SolutionsInstall, configure and support multiple mobile Devices and Platforms including Apple iPads, iPods, iPhones, Martti and Android based devices. Support for mobile device management and tracking using VMware Air Watch Mobility Management software. Support of Martti (Language Access Network) equipment and applications. Including: RMA management, New Device Configuration, Troubleshooting, User interaction, training, and support of the SHUTTLE device and iPad Application. Troubleshooting of connection issues, monitoring Usage and tracking department issues. Resolving device issues hardware problems, network connectivity and device placement. First point of contact for Martti problem resolution covering all of Central Indiana. Assist Vendors and other IS teams with technical support and information sharing.Tracking of all support tickets and requests in IS Connect tracking software.Assist in development, testing and deployment of desktop system and software packages. Recommendations in system, software and procedure changes to better support the company and our customers. Assist with Development and implementation of technical solutions including input on technical and procedural processes. Management of Avaya telecommunication system, including creation, editing and removal of phone numbers, routing and voicemail management. Installation and troubleshooting of telephones, telephone connectivity and telephone peripherals such as headsets and other connected devices.Management of both Users and Computer devices in Active Directory.

Windows 2000, 2003 & 2008 Server Administration.Symantec Endpoint Protection Management Server for 300+ Network Computers Running SEP versions 11.05 to 12.1.4013 and constant upgrades as new versions release.Windows Server Update Services (WSUS) Management - Download and testing of new windows updates. Transmission and installation management of new updates to all networked Windows computers. (Windows XP, 7, 8.1, 2000, 2003 & 2008)Remedy Help Desk Ticket Management - Troubleshooting and resolving Network and Computer issues. Resolving Tickets within required SLM times. Creation, Monitoring and Management of Remedy Que.Cisco Network Management - Configuration and Management of Cisco Switches including 2940, 2950, 2960 3548XL, 3750, 4006, 5500 & 6509.Backup Management of Cisco switch configuration on a Bi-Weekly basis.Creation and Management of System Documentation for Network Equipment and Power Management hardware.

Associates Degree in Computer Information Technology

Visteon Plant - Bedford, Indiana Local Plant I.T. LEAD Administrator of 9 UNIX and 3 Windows based serversServer backups using NETBACKUP SoftwareInstallation of Server updates and patchesFull Time User, Computer and Plant Operations Support. Diagnostic and Repair of Windows 98 and Windows XP/Sp2 Repair and Configuration of MS Office 2000/2003/2007 Setup of Plant Proprietary Software used for Part label scan and pack tracking system. Plant Wide Server BACKUP system Management - Tape Management, scheduling, Configuration of Veritas Netbackup BMC/Remedy Asset Management and Tracking SoftwareIMACs (Install, Move, Add, Change) Paper work and Management User Password Management for Proprietary SFR software used for Parts and Supply ordering. Setup and minor repair of INTERMEC 3400, 3400E, 3440, 4400 and 4440 Label Printers. AUDIX Phone system support - Extension Wiring & ConfigurationCaller ID and Voice-Mail Setup. Asset Disposal Management

Desk side support for Visteon manufacturing plant. Supporting 1000 users and 600+ desktop computer systems and accessories. Full Time User, Computer and Plant Operations Support. Diagnostic and Repair of Windows 98 and Windows XP/SP2. Repair and Configuration of MS Office 2000/2003/2007 Setup of Plant Proprietary Software used for Part label scan and pack tracking system. BMC/Remedy Asset Management and Tracking Software IMACs (Install, Move, Add, Change) Paper work and Management. User Password Management for Proprietary SFR software used for Parts and Supply ordering. Setup and minor repair of INTERMEC 3400, 3400E, 3440, 4400 and 4440 Label Printers. AUDIX Phone system support - Extension Wiring & Configuration Caller ID and Voice-Mail Setup. Asset Disposal Management.

Managed and Trained 2 Technicians while performing hardware and software diagnostics, service and support, resulting in high customer satisfaction. Configured and Installed 10 Windows NT4.0 and Windows 2000 Servers and Networks. Provided addressing and Configuring of all users' client computer systems. Networks included wired and wireless configurations, ranging from 5 user networks to 50 user networks with desktops, laptops, PDAs and server systems.Diagnosed and repaired desktop and laptop computer systems, minimizing downtime. Resolved conflicts with devices by performing system Upgrades or Reconfiguration of Hardware and Software.Built new and used computer systems in accordance with customer specifications, which included Installation of Operating Systems and other requested Software.Performed wired and wireless network setup and administration Conducted on-site service calls and provided customer phone support, resulting in efficient problem resolution, support and information. Reinstalled/Repaired Windows 95/98/NT/2000/XP to resolve program failure caused by installation and/or removal of software packages, virus damage and Spy-ware.Laid out Network Plans and Locations of server and network equipment.Implemented 10+ Windows NT4 and Windows 2000 Servers. Configured and Implemented server and network equipment. Created and trained others on server backup and recovery procedures.Technical Environment: Windows 95/98/NT/2000/XP; Wired and Wireless Networking Design, Installation and Configuration.

Supported proprietary software for managing the County Clerk office, Sherriff Department, Prosecutor and Public Defenders offices.Managed 500+ Network Client Computer Systems and 700 Users.Provided support to all county clerk and judicial services personnel.Supported network troubleshooting and resolution, user training on assorted Microsoft products and proprietary packages, and hardware and software conflict troubleshooting.Discussed system failures and new systems being implemented with the County Clerk, Prosecutor, Defense Attorneys, Judges, and probation officers.Provided after hours support when necessary. For example, when a user opened an email from an unrecognized sender, the "Love Letter" virus infiltrated the user's e-mail box and infected 1,000+ Exchange mail boxes. Volunteered to work after hours to address this highly critical and time-sensitive situation. Began working on the issue at 5:00 PM, after the offices closed for the day. Using a secondary computer, downloaded the newer virus definitions from Norton and installed them on the infected Exchange Server. Rebooted the server to SAFE MODE and manually started the Exchange services. Performed a manual scan of all mail boxes and removed 1,400+ infected e-mails. After system memory overflowed due to the amount of data being gathered, rebooted the server and ran an auto scan and removal on the Exchange system. Removed another 1,000+ virus infections. Left the office after 3 AM when the system was nearly up and running again and returned to help the network administrator address the remaining issues in the morning. Saved the county thousands of dollars in server rebuild costs and countless man hours. Total server down time was 19 hours.Technical Environment: Microsoft products, hardware and software, Intel based MS Windows 98 & XP machines. Page 1 of 1