Senior Technology Specialist

• 2019 - Present

Networking Program Director

• Jul 2017 - Dec 2018

Mentor aspiring IT students with coaching on proper troubleshooting skills and foundations in customer focus-based methodologiesAddress departmental tickets for computer systems, software, and hardware issuesSupport desktops, laptops, servers, and printersOnboard new employees and actively involved in trainingMaintain badge access system and all security camerasCoordinate with alternate departments for projects as neededContinuously improve technical skills

Adjunct Instructor

• Mar 2016 - Jul 2017

Networking Instructor

Network Technician

• Oct 2015 - Jul 2017

Devised technical solutions based on customer needs and goals related to networking, business processes, email solutions, and other business practiceEnsured rapid response time to end-user requests across a variety of business establishmentsPerformed preventative maintenance on multiple sites and their servers, networking devices, and peripheralsAudited networks for security issues and proactively remedy any discovered issues Devised technical solutions based on customer needs and goals related to networking, business processes, email solutions, and other business practiceEnsured rapid response time to end-user requests across a variety of business establishmentsPerformed preventative maintenance on multiple sites and their servers, networking devices, and peripheralsAudited networks for security issues and proactively remedy any discovered issues

IT Support Specialist

• Mar 2014 - Oct 2015

Responsibilities1. Manage over 800 end-user desktops, laptops, printers, all-in-one shared print devices, VoIP phones, and cell phones to include BlackBerries/Mobile Windows devices (PDAs), iPhones, and Android devices2. Performed on-site analysis, diagnosis, and resolution of workstation, printer, email, phone, and some basic network issues (e.g., routers, firewalls).3. Receive and respond to incoming calls, pages, emails, and postings from SysAid ticketing system regarding user issues within the scope of responsibilities and SLA's4. Partner with vendors and 3rd party support resources (e.g., BTS, Dell, VPC, SimplexGrinnell) as needed to troubleshoot and resolve issues.5. Perform set up and day-to-day administration support of email system using Microsoft Exchange.6. Serve as backup resource to corporate resident Microsoft System Engineer for server maintenance to include upgrades and patches.7. Serve as primary resource for Onboarding new employees and temporary workers/consulting resources including all office hardware and email and user IDs. Includes termination processing.8. Serve as primary resource for set up and maintenance of BlackBerry and Mobile Windows devices as relates to email and folder access.9. Perform certain activities with regard to security systems on campus as a backup and support person to Corporate resident Enterprise Security Administrator.10. Serve as the primary technology resource for business continuity planning and testing as well as primary resource for actual emergencies. Includes working with Corporate resident Enterprise Security Administrator to ensure proper set up and operation of SchoolCast emergency contact system. 11. Serves as the Campus IT representative on the Regional IT steering committee reporting to the Regional IT Manager while participating in weekly conference calls.12. Maintain campus servers including DHCP, AppServer, File Server, and Print Server established o

Technical Support Associate

• Sep 2007 - Jun 2015

Troubleshoot end user issues including desktop issues related to wireless networking, operating system issues, and peripherals. Provide support for Android, Blackberry, Windows, and iPhone cellular devices. Setup wireless modems and portable Wi-Fi hotspots. Escalate issues using Remedy ticketing system. Use proper, yet effective communication skills to determine user issues, solve customer problems, provide instructions for proper use of cellular devices. Use remote desktop applications to provide assistance for various customer issues involving computers or cellular devices.

Coordinator and Backup IT Specialist

• Jul 2002 - Aug 2007

Installed networked laser printers and performed routine maintenance for 15-20 printers and desktop workstations. Proactively created an accurate inventory log of all IT assets and created a database that was shared with corporate for easy tracking of inventory.Maintained user rights and permission, disabling and enabling user accounts, setting file and folder permissions and configuring security templates as needed.Monitor employees and other staff in accordance with Warehouse Management System best practices. Performed system upgrades, installation of software and drivers for new programs or systems. Assisted in troubleshooting user problems relating to Operating System issues (Windows XP Professional), Network Connectivity, TCP/IP configurations, upgrades, MS Office products and Internet connectivity.Provided after hours support for any network issues and problems involving Windows XP Client /Server environmentsInvolved in Desktop Life Cycle effort to swap out all desktop thick-clients and replaced with newer workstations.