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Work Background
Goodwill Industries of the ValleysManager of End User Support
Dec. 2021Roanoke, Virginia, United StatesManage all Information Technology (IT) and computer systems. Plan, organize, control and evaluate IT and electronic data operations Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance Design, develop, implement, coordinate, and update all systems, policies and procedures Ensure security of data, network access and backup systems Act in alignment with user needs and system functionality to contribute to organizational policy Identify problematic areas and implement strategic solutions on a timely basis Audit systems and assess their outcomes Preserve assets, information security and control structures Work with CIO on IT Strategic Plan on an annual basis ensuring its coherence with the organization’s overall strategic plan Maintain the IT annual budget and ensure the cost effectiveness of solutions being used Oversee the implementation of new applications and changes to existing computer systems and software packages. Assess new computing technologies and the feasibility of system enhancements to determine potential value for the organization Responsible for the ordering, acquisition, inventorying, and disposition of hardware and software Ensure the continual functioning of mission critical operations Maintain security and privacy of the information systems and equipment Manages the enterprise Helpdesk. Ensures all reported issues are recorded and resolved in a timely manner. Performs frequent reviews of completed work to ensure high quality.
Magic City Auto GroupInformation Technology Coordinator
Oct. 2021 - Dec. 2021United States
The Roanoke TimesIT Engineer 2
Jul. 2018 - Oct. 2021Roanoke, VirginiaCreating accounts and allocating access In Active Directory
Windows 7/10 installation, patching, and troubleshooting
Experience supporting Windows Server 2012/2016, Microsoft Exchange 2010+, Office 365 Exchange, EOP, SharePoint, and ActiveSync environments.
Solve issues via desk side visits and through remote desktop
Answering how to questions and resolve issues related to applications, printers, connectivity
Trouble-shooting of Active Directory and VPN Trouble-shooting of power outages and UPS systems
Configuration of mobile devices, workstations, and desktop phones
Creating and modifying Images for desktops for specific user roles
Trouble-shooting of software (both general and proprietary to the newspaper industry) and hardware
Deployment of workstations, printer, and mobile devices
Decommissioning of old servers, workstations, and mobile devices
Creating policies and procedures to centralize user support
Coordinating with contractors for special projects
User technology education (during the new hire process, changing of employee access, implementation of new OS and technology)
Leading laptop and desktop refresh
Image, setup and install new PC’s
Windows networking TCP/IP Configuration and troubleshooting
Leading windows 7 to windows 10 migration
Manage the Help Desk email queue
Troubleshooting issues with Microsoft Office 2010/2013/2016
Hands on troubleshooting experience with a migration from Windows 7 to Windows10 to cover anything on the desktop
Establishing and maintaining professional working relationships with co-workers
Coordinating and making tickets to respective IT groups to resolve issues
PC (desktop/laptop/thin client) support - both desk side and remote
Prioritizing and escalating problems in order to reach time effective solutions
MFX Services - A Quess CompanyInfrastructure Help Desk Analyst
Feb. 2014 - Jul. 2018Troubleshooting Active Directory and VPN connectivity issues
Making tickets to Respective IT groups to resolve issues
Prioritizing and escalating problems in order to reach time effective solutions
Troubleshooting Virtual Machines
Troubleshooting of VDIs
User Software education
Coordinating Incidence response conference calls
Running reports to keep up with company SLAs agreements
First point of contact for clients
Rescue Mission Of RoanokeField Network and Computer Technician
Nov. 2013 - Feb. 2014Restoration of computers
Troubleshooting LAN connectivity and Active Directory
Configuration of hotspots
Running of network cables
Conducting inventory to assess workstations
Assisting in disaster recovery
Skyline CollegeStudent
Jan. 2012 - Dec. 2014
CEI RoanokeCompounder/Pre-weigh
Aug. 2011 - Feb. 2014Tend machines that grind and mix ingredients, such as glue, dyes, water, chemicals, and resins, according to specifications, to produce compounds used in heads and striking surfaces of kitchen, penny, and book matches: Dumps chemicals, dyes, and other ingredients into sifting and grinding machines and starts machines to sift and grind ingredients, according to specifications.
Dump and pours specified quantities of ingredients into mixing machine and starts machine to mix ingredients, according to specifications.
Measure viscosity of ingredients, using viscometer.
Submit sample to laboratory for testing.
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