Wayne Saunders Email & Phone Number

Baltimore, MD, US

Rockville, Maryland, United States

Rockville, Maryland, United States

• Lead the IT team and create a collaborative working environment
• Maintain ticketing system including receiving/resolving/escalating tickets as well as contributing to the support knowledge base
• Monitor and track tasking and ticket flow to assure that customer service metrics are met
• Manage and enforce information technology policy and practices
• Work with vendors and consultants to resolve issues when needed
• Remain current with technological advances and new systems to… Show more

Hunt Valley, MD

• Enthusiastically teach our internal users how to best interact with and utilize technology, provide professional support as needed via face to face interaction, chat, email, and telephone
• Take ownership and monitor support requests to ensure a timely resolution
• Deploy, configure, and support employee workstations and laptops
• Identify, research, and resolve any issues related to our infrastructure (e-mail, printers, wired and wireless networks, video conferencing… Show more
• Identify, research, and resolve any issues related to our infrastructure (e-mail, printers, wired and wireless networks, video conferencing, VPN, etc.)
• Install hardware components, drivers, and other upgrades

-Provide technical assistance and training to system users -Respond to users’ requests for assistance by phone and in person-Installs and modifies personal computer and network hardware and software -Diagnose hardware, software, and operational problems and takes remedial actions or recommends procedural changes -Install and configure a wide variety of.

Log and assign helpdesk service tickets using the Altiris Helpdesk System. Sole Tech-Support for the whole Woodlawn office. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems. Assist staff with the installation.

First-level customer support is needed for our customers Enterprise Data Centers (EDCs) to provide assistance with their data center issues 24 hours per day, 7 days per week, 365 days per year. Interact with customers via email and a toll-free telephone number. Work cooperatively with the EDCs and other customer support entities to develop customer support.

Expedite service requests promptly as assigned by the CCS Helpdesk Manager. Assist CCS with system upgrades, repairs, and troubleshooting. Log in and complete service requests that were assigned to me via the HEAT Ticketing System. Perform Lab Assistant related duties in the Computer Lab if needed. Other duties assigned by the Office of Information.

Bachelor Of Science, Management Science

Management Science, Mis

Bachelor Of Science (B.S.), Management Science