Desktop / Systems & Network Administrator

• Jun 2022 - Present

Senior Desktop Support Technician

• Nov 2018 - Jun 2022

Senior Desktop Technician

• Oct 2017 - Jun 2022

IT Help Desk Technician II

• Nov 2016 - Jun 2022

- Assists in monitoring all computer systems within the organization.- Assistant to the Server Administrator.- Assistant to the Network Administrator.- WebEx Account Administrator.- Manages and creates accounts in Active Directory.- Manages and Creates email accounts with Lotus Notes: Domino Administrator.- Manages changes and maintains cost reductive improvements for the company's mobile phone account. - Manages security group permissions for users in Active Directory.- Provides mentorship and training to junior/intern level technicians-Configure and manage multiple mobile devices on Android and iOS platforms for multi-regional sites via Air Watch.- Configures and maintains Cisco IP Phones via Cisco Call Manager and Cisco Unity Connection Messaging System.- Troubleshooting problems in a methodical and thorough manner.- Responsible for on-call duties when scheduled.- Manages, routes, and supports all incoming tickets for multi-regional sites.- Prioritize and escalate issues as needed to ensure good customer service.- Provides support on all computer systems within the organization.- Performs diagnosis on system problems; recommend and implement the solution, or draw upon other resources and/or vendors to resolve issues.- Troubleshoot network and system problems, via phone, remote access or site visitation, if necessary.- Perform routine maintenance functions, including audits and system maintenance.- Installation and troubleshooting applications.- Provides primary desktop and desk side support for the Executive Leadership Staff.- Performs special projects and other responsibilities as assigned. Show less

PC Technician

• 2011 - 2016

· Assisted in video and web conferencing set-ups · Assist with IT setups in conference rooms / Wi-Fi · Provided escalation status notification on service impacting events · Assisted networking (LAN, WAN), and active directory needs · Worked with vendors on site · Tracked and updated events in the trouble ticketing system in a clear and efficient manner. · Installed and support printers locally and networked in the facility. · Performed computer installations, exchanges, and troubleshooting. · Mobile device experience and support for iOS, Android and Blackberry Devices. · Assisted in mobile device e-mail setup via the Airwatch/BlackBerry Server MDM Platform and use of the Airwatch/BlackBerry Mobile Application. · Reimaged PC and Laptops as needed via PXE boot imaging process (DELL KACE, WDS, FOG). · Assisted with video and web conferencing set-up for all meeting rooms in the facility. · Assisted projector set-up and organization for presentations in conference rooms. · Mitel/Cisco IP Phone installation and replacements. · Worked on level 2 and 3 escalations from the Support Desk and other departments. · Oversaw loaner laptops and ensured correct software was installed and logged laptops in and out. Show less

Computer Technician

• Aug 2010 - Sep 2011

On a daily basis my responsibilities consist of providing technical support via remote or onsite, conduct management of computer deployments, software/hardware upgrades, and computer inventory for all 3 schools in the district. Projects Worked along side a team of Desktop Analysts and Server Administrators to integrate a Mac 1 to 1 Environment into a Windows1 to many environment for the entire school district. On a daily basis my responsibilities consist of providing technical support via remote or onsite, conduct management of computer deployments, software/hardware upgrades, and computer inventory for all 3 schools in the district. Projects Worked along side a team of Desktop Analysts and Server Administrators to integrate a Mac 1 to 1 Environment into a Windows1 to many environment for the entire school district.