Possesses strong knowledge of managing, maintaining and implementing computer systems and dedicated servers. Hands-on experience designing networks, configuring systems and working with different software deployment methods. Dedicated, self-motivated hard worker with recognized interpersonal skills, capable of communicating equally well with subordinates, peers, managers and executives.
Manage all internal and external Information Technology assets and systems throughout the company including the internal and external website, network infrastructure, Active Directory and domain infrastructure, KnowledgeTree document management system, Property Control System, VPN access, CVS, SVN and remote access.
Monitored SLA performance and assisted overnight technicians with supervisor escalations. Generated nightly and monthly reports to be sent out to contracted Internet Service Providers for review. Handled NOC escalations and documented outages on internal announcer.
Stationed in San Marcos, Texas. Handled inbound “advanced support” phone calls and remote support sessions. Advanced support consisted of virus removal, computer optimization, peripheral configuration, network configuration (with routers and switches), software updates and configuration, hardware configuration and data availability.
* Mentored newly hired technicians after training process to ensure quality of technician.
Stationed in San Marcos, Texas. Handled inbound DSL technical support phone calls and chats. DSL support consisted of basic internet connectivity, email and antivirus troubleshooting. Worked within Remedy for ticket submittal to repair and NOC.
* Assisted coworkers with resolving customer issues via internal messaging client.