1. Configure and support end-user devices, including OS settings, systemdrivers, encryption,authentication, VPN, and other access managementsoftware.2. Perform imaging of end-user devices using the latest image version andwork with the patch management team in deploying patches.3. Configure and support conference devices and provide support to end-usersduring team meetings.4. Manage end-user device data and perform backup and restore parametersas directed.5. Support all peripherals connected to end-user devices.6. Perform manualsoftware installations, modifications, and decommissioning.

1. Administered and maintained both LAN- and Cloud-based infrastructures, supporting a diverse environment with a focus on maximizing uptime, security, and system efficiency. Proactively managed server health, network performance, and user account setups, ensuring robust access control and system compliance.2. Provided comprehensive technical support for end-users, responding to service requests for both hardware and software. Resolved complex issues across desktops, laptops, and peripherals, using diagnostic tools and root cause analysis to prevent recurring issues and improve system reliability.3. Installed, configured, and updated operating systems, applications, and security patches, guaranteeing that all systems adhered to company standards and software licensing requirements. Worked closely with vendors to manage licensing and warranty agreements, particularly for Dell systems.4. Implemented automated scripts and tools to streamline system monitoring, reduce manual tasks, and proactively identify potential issues. This resulted in faster response times and improved system uptime. Led data backup and recovery protocols, ensuring integrity and continuity of data in cases of hardware failure, software corruption, or cyber threats. Regularly tested restoration processes to validate data availability and minimal recovery time objectives (RTO).5. Conducted on-site and remote technical support, traveling to multiple locations to troubleshoot issues, set up equipment, and maintain system hardware under warranty. Specialized in Dell systems, leveraging vendor resources for hardware repairs and replacements to minimize downtime.6. Collaborated with IT management and cross-functional teams to document and update system architecture, processes, and policies. Assisted in developing best practices for incident response, asset management, and security protocols.

* Help oversee and contribute to conception, storyboard and edit videos for our client's social and marketing channels.* Work closely with external vendors to manage overflow projects, including: imparting creative vision,providing editing feedback, and managing project timelines.* Work with the team to improve the quality of our video output and streamline our production processes.* Work effectively with teammates and stakeholders across multiple locations, countries, and time-zones.* Mentor and teach video principles, documenting brand video guidelines and video best practices, as necessary.* Provide leadership to creative services video team, driving production and raising the creative bar.* Communicate project statuses weekly, flagging and troubleshooting potential issues.* Source and gather the visual assets needed to produce videos within budget and on schedule.* Supervise shoots; post files for review; and collect, distill and distribute feedback.* Manage product and video data workflows, including storage, digital file transfers and tagging.

1. Maintain, troubleshoot, and provide technical support for workstations, laptops and printers.2. Perform desk side installs of software that cannot be remotely pushed via deployment tools.3. Install hardware and/or software including iPhones, iPads and BlackBerry devices.4. Provide overview of hardware and software to clients.5. Perform data migrations to new systems while ensuring all data is properly migrated from the oldsystem.6. Work on requisitions of new equipment to determine application needs for new and existing users.7. Interface with technical support network administrators to ensure appropriate logins/passwords arecreated for corporate applications and network resources.8. Prepare folders of individual logins for new users and assists other PC technicians in setting up andtesting created logins.9. Must be prepared to contact remote users and other employees to determine the status of logincreation and to retrieve necessary files from existing users.10. Perform hardware upgrades (memory installs, hard drive upgrades) as required.11. Must be able to lift desktops, laptops, monitors, printers and other IT related equipment.12. Complete assigned tickets within Service Level Objectives.13. Maintain ITSM/Asset Center tracking software with up to date information on ticket progress.14. Attend and participate in all meetings or events assigned by client or management.15. Follow client ITSM/Asset Center tracking best practices and guidelines.16. Contribute to On-site Support Services Teams operation documentation as required.17. Participate in the mentoring and training of new Deskside Technicians.

1. Provisioning new users in Active Directory, The TIC (Progress based application), Exchange 2010 and Citrix.2. Windows 7 installation and issue resolution.3. General Lenovo laptop/Dell Laptop/Desktop and Dell/Wyse thin client configuration and issue resolution.4. Windows 2003 and 2008 user administration (rights/permissions/shares).5. Wireless connectivity.6. Proficient assisting users and configuring Microsoft office products 2003-2010 especially Outlook.7. Proficient in virus and malware detection and removal.8. General knowledge of printers and print server technology.9. Excellent communications skills.10. Good documentation skills.11. Maintain change management discipline.

1. Receive work orders from Managers, then contact site before work is started.2. Remote onto the School District Central Server, POS Terminals, workstations and tablets usingGoToAssist.3. Upgrade POS systems on the School District Central Server, POS Terminals, workstations andtablets, push updates to all sites in the District.4. Back up database in SQL, run reports in the POS system before and after updates were pushed.5. Create a file for the district on the horizon server, save all reports on the server.

1. Trouble shoot issues with LAN Network, Client & OS Server, setup accounts in Active Directory, preform Password resets. Assigning memberships in Epic, trouble shoot TCP/IP network printer issues.2. Document issues in Remedy ticketing system.3. Route tickets to other departments depending on customer problem.4. Warm transfer for urgent patient care issues to other departments.5. Provide exceptional customer service.

1. Handle constantly changing flow of call volume; remain productive during slow times, be ableto multitask effectively during busy times, exercise patience and professionalism during stressfulsituations.2. Follow standard Help Desk operating procedures; accurately log all Help Desk contacts usingthe Incident management tracking software.3.  Assist in performing minor troubleshooting in the identification of Chick-Fil-A prioritysoftware & hardware; Accounting software, Point of Sale Registers, receipt printers, 3 rd partyprinters, source technology printers.4.  Recognize questions that go beyond the scope of services provided by the Level I Agent, andmake accurate referrals to Level II escalation group.5.  Documentation of each contact with the Customer in the Problem Management System andwith compliance to the standards defined for tracking.

1. Provide exceptional customer service and support through inbound, outbound calls & email as specified within company standards and guidelines.2. Assist in performing minor troubleshooting in the identification of MS Office Products, Quicken, VPN, Hardware; Printers, Scanners, Fax, Laptops, Desktops, Password Resets & Blackberry, IPhone and Android support.3. Assist in performing minor troubleshooting in the identification of AS400 (ECHO), State Farm; Payment Plan, Auto, Life, Fire (Home Owners, Apartment Dwelling) and Health Insurance.4. Escalate issues to 2nd and 3rd level Technical Support as needed.5. Documentation of each contact with the Customer in the Problem Management System and with compliance to the standards defined for tracking.

1.  Spearheaded effort to create an efficiency guides specifically geared toward assistingupcoming training classes.2.  Consistent surpassing of daily metrics, often leading the entire team in handle time, ACW,and RAFC.3.  Served as a mentor to other associates who were struggling with meeting their metrics.4.  Provides peer assistance in person and via internal messaging system.5.  Assisted in identifying a RAFC process that immediately resulted in an increase in RAFC forboth Associate Generalists and Agency Generalists.

1. Provide exceptional customer service and support through inbound, outbound calls & email as specified within company standards and guidelines.2. Assist in performing minor troubleshooting in the identification of Microsoft Suite installation problems relating to implantation procedures.3. Escalate issues to 2nd and 3rd level Technical Support as needed.4. Documentation of each contact with the Customer in the Problem Management System and with compliance to the standards defined for tracking.

1. Responsible for screening, referring and diagnosing general inquiries and work requests as they relate to maintenance of our internal provisioning application and related systems.2. Assist in performing minor troubleshooting in the identification of applicable problems relating to the applications, requests and basic network communications.3. Assist in Contractual Service Level obligations which include Speed of Answer, Abandon Rate of Calls and First Call Resolution for Qualified Calls. 4. Documentation of each contact with the Customer in the Problem Management System and with compliance to the standards defined for tracking.

1. Provide exceptional customer service and support through outbound calls, email or fax as specified within company standards and guidelines. 2. Provided exceptional customer service and support to dentist, hygienist, office managers and assists.3. Provide support to contracted technicians concerning installs and problem solving issues.4. Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research. 5. Provide input for new products, features, product usability and support ability. 6. Escalate issues to Technical Support Analyst or Supervisor as needed. 7. Submit proposed solutions to basic issues in knowledge base and internal/external documentation.

1. Input customer information to start or continue case. 2. Through inbound calls, assist customers with IBM ThinkPad hardware problems. 3. Through inbound calls assist customer with IBM ThinkPad BIOS and Device Drivers. 4. Work with Sales, Warranty, CRU and Depot Departments. 5. Assist customers with warranty information. 6. Research customer’s previous cases. 7. Direct customers to the best solution to fix current problems.