Information Technology System Support

• Jun 2023 - Present

Desktop Support Technician

• Sep 2018 - May 2023

• Supporting 500+ computers in a campus of ~1200 employees spread over 10 buildings • Troubleshooting a myriad of issues via service tickets, email, chat, and phone calls. • In charge of imaging all computers both desktop and laptop with company software prior to staging • Record and manage asset inventory for all IT equipment (laptops, desktops, scanners, printers, etc) • Active Directory support for group membership changes, email distribution lists, and password resets • Implemented digital visitor management software, workflows and iPad kiosk setup • Manage VoIP system day to day task such as creation of phone extensions, voicemail and direct lines • Monitor network vulnerabilities with Nessus and created automated remediation packages/scripts • Provide after hours support to maintenance, engineering, and quality teams as required Show less

IT Support Technician

• Jun 2016 - Aug 2018

Working for the Trotwood-Madison school district doing on site IT support. I perform troubleshooting or repairs for both teachers and staff for a variety of devices. These can range from cell phones, laptops, tablets, Chromebooks, and desktop computers, as well as IP phones. Responsibilities include imaging computers with automation software (Microsoft SCCM or FOG), installing district wide software patches, replacing hardware, installing software, and setup of new machines to list a few. I work on automation PowerShell and Batch language scripts to further optimize our workflow process and speed up deployment times. This allows us to cut down on resources needed in day to day work and improve efficiency. Show less

Research IT Helpdesk Technician

• Oct 2012 - May 2016

I performed tier 1 support for two different groups within UDRI. When working for Sensor APEX, I was in charge of Linux server management, upgrades, patches, and deployment. The commonly used build was either RedHat Enterprise Linux or CentOS Linux. My responsibilities included managing deployments of system images using Kickstart to create unattended server installations. These images also included all needed software for developers and created all local accounts for the lab group. While I was there, we migrated from local accounts to LDAP for users and authentication. I was tasked with creating new Kickstart images and Bash scripts that automated the whole setup process for each server. I have also worked for the Research Information Technology Office as a tier 1 help desk specialist. I was tasked with answering support phone calls, help desk tickets, and emails. In addition, I was required to do on site or remote troubleshooting for desktops, laptops and mobile devices. Additional duties for help desk support included, RMA of computer hardware, documenting solutions or processes, and thinking outside of the box on difficult technical issues. Some of the projects I collaborated on included a sysprep deployment for Windows 7 and Windows 10, as well as setting up a PXE deployment server for imaging computers. Show less