System Administrator

• Jan 2020 - Present

Desktop Support Engineer

• Aug 2018 - Jan 2020

Promoted to Desktop Support Engineer for City employees located in City Hall, IT, Housing, Streets and Parks (600+ users)Provide desk-side and phone support for desktops, laptops, Avaya desk phones, mobile deviesCollaborate with Sys. Admin's to resolve issues with Exchange 2010, Office 365 mail flowCreate/modify/remove employees in AD Manager Plus, migrate them to off-site Office 365 and create desk phone number in Avaya Aura 6 phone systemOversaw implementation of desktop/phone technology at new Lake Olathe siteTechnology resource for City Council members and staff during and outside meetingsFacilitate Tier II POTS line support using butt set before contacting outside vendorsFacilitated the build and maintenance of Emergency Operation Center desktops and HyperwallDell Wise terminal configuration/setup. VDI configuration through VDI Director Show less

Help Desk Engineer

• Aug 2017 - Aug 2018

Main help desk representative for the City of OlatheUtilize ManageEngine (an ITIL platform) to resolve and escalate issues according to SLA standardsAssign users and computers using Active DirectoryManage phone numbers using Micro Call for city website directoryAdminister JD Edwards Oracle E1 passwords and update user account informationCreate new users in ADManager and assign rolesAssistant/Backup Producer for Live City Council meeting broadcasts on Channel 7Image PC's using MDT and customize them to user specificationsAirWatch administrator for all iOS and Android devices Show less

IT Helpdesk Analyst II

• May 2015 - Aug 2017

(6mo. contract to hire) Hired full time -Provide support via phone and desk-side to a company with 800+ end users on a variety of issues -Utilize Remote Destop, Microsoft System Center, and Bomgar to solve user issues remotely. -Respond to telephone calls, email, and support tickets via Siebel ticketing system. -Write simple batch scripts and use PSExec to troubleshoot issues without user contact -Handle remediation tasks for Windows updates and company-wide software deployments -Create accounts, change passwords, apply policy to machines using Active Directory console -Manage HP and Lexmark printers and printer toner inventory for ScriptPro -Image PCs and Laptops -Perform 24/7 on-call rotation Show less

Client Support Specialist

• Jan 2014 - Apr 2015

-Provide technical support via email, phone, and chat to CivicPlus clients completing on average 150 cases a week, resulting in 23% of workload. -Created solution walk-through's for clients; utilizing video, screenshots, and writing training material -Quality analysis and debug of bug fixes rolled out to clients by the dev team using HTML and CSS. -Manage DNS and SSL for 1000+ domains that CivicPlus controls by updating MX, A, and CNAME records. -Educated Account Management and Sales teams on frequent fixes and How-To's Show less

ResNet Help Desk Team Lead

• Oct 2011 - Jan 2014

-Provide computer and network support via phone, email, chat, and walk-in support.-Manage student technicians and projects including design of DeepFreeze replacement solution.-Utilize Active Directory topology to rename and assign Workstations to designated OU’s.-Provide security measures and malware removal for residence hall students and staff.-Use VCenter and MySysPrep to build and maintain images used on HDS machines.-Assisted Office 365 team during testing and implementation of new E-mail client for KSU. Show less

Information Technology Student

• Sep 2009 - Sep 2011

-Resolved hardware and software issues with the 1000+ workstations on KSU’s campus.-Cleaned and maintained lecture room and computer labs on campus resulting in extensive knowledge of setup and upkeep required of enterprise technology.-Assisted professors with lecture room technology via telephone and in person.-Worked with full-time staff during technology classroom builds and lab imaging.-Install and configure projectors, TV's and other A\V equipment.-Utilized Symantec Ghost and Apple DeployStudio to image both PC's and Mac's-Experience with Crestron and Extron equipment used in lecture halls and tech classrooms Show less