IT Support Lead

• Apr 2021 - Present

• 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 provide recommendations for solutions to meet business objectives• Be the point of contact of ZeniMax IT management

Senior PC/ Network Support Specialist

• Jul 2017 - Apr 2021

● 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, VPN, etc.)● Install hardware components, drivers, and other upgrades● Set up, configure, and support peripheral equipment such as TVs, and game consoles● Install, configure and support Windows operating systems and applications such as Microsoft Office, ZBrush, and VMWare Workstation● Assist with user account creation, modification and termination across multiple applications such as Active Directory and Exchange● Track hardware and software assets in an inventory system● Unpack new hardware and RMA or dispose of defective hardware● Employ best practices to maintain our technical facilities to the highest standard● Learn from and educate your fellow team members● Assist with new projects and perform other tasks as assigned

PC/ Network Support Specialist

• Dec 2009 - Apr 2021

-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 computer peripherals-Capture and deploy workstation images that include operating systems, productivity applications and development tools- Assist with technology strategies and solutions

BTS Support Technician 1

• May 2007 - Dec 2009

Sr Technician, Help Desk

• May 2007 - Dec 2009

BTS Tech Support Specialist II

• May 2007 - Dec 2009

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, configuration, and ongoing usability of desktop computers, peripheral equipment and software. Send out and receive backup tapes for the twice a week backups. Setup and maintenance of Network User Accounts in Active Directory

Program Analyst/Customer Support

• Jan 2007 - May 2007

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 models, coordination processes and procedures.

PC Technician

• Jul 2002 - Dec 2006

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 Technology. 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 Technology.