Spokane, Washington, United States
- Serve as the first and single point of contact for computer related inquires and issues for the 92d Civil Engineer(CE) Squadron with over 350 users and 400 systems. - Troubleshoot all computer hardware and software related issues - Experience with Risk Management Framework (RMF) - Built in house incident tracking system - Built automated training tracking system - Developed custom scripts for silent and non-interactive software installations, resulting in saved labor hours - Serve as the squadron's Information System Security Officer (ISSO) - System Administrator for multiple systems - Grant system access to users with proper security clearance and need to know. Ensure System Request paperwork is completed.
- Functioned as the first point of contact for customers through phone and commercial ticking system. - Recognized priority issues, troubleshot and escalated as necessary. - Served 100+ public and private sector customers throughout the US, utilizing Asset Work’s FASuite for tracking vehicle maintenance, locations, and more. - Built, configured, operated, and tested 15+ web servers and databases. Ensured full connectivity availability, functionality, integrity, and efficiency. - Performed upgrades to database versions, operating system, core software, and third-party system integration packages. - Installed and configured Business Intelligence tool for generated reports, allowing for streamlined performance tracking within FASuite. Generated multiple reports, testing functionality and integrity of data gathered from the database. - Thorough experience in Microsoft SQL Server and Oracle DBMS (Database Management System), including setting up schemas, tables and views. - Experience installing and configuring Oracle client on 10+ systems. Troubleshot and resolved complex issues that arose when the clients encountered connectivity issues. - Continually ran SQL queries for troubleshooting and gaining a thorough understanding of FASuite and its complex business logic. - Utilized analytical programming skills to develop an automated system for logging in and out of the call queue system, resulting in higher availability for customers reaching out for technical support. - Answered technical questions on automated software systems integrations. - Solved problems related to system validation errors. - Maintained 100% positive clients feedback and have obtained no negative reviews. - Developed software operating knowledge base guides, procedures, and instructions for client consumption.
· Furnished superior Tier 1 help desk support for users with various technological related issues o Collaborated with Managed Service Provider while troubleshooting · Prompt responses to IT to over 200 helpdesk tickets · Responsible for maintenance and care for over 350 IT devices, ensured minimal lost time to organization efficiency
· Bagging and carry-out services for customers; recognized for superior customer support and service as Employee of the Month—Best out of 30 employees! · Assisted customers in finding specific products throughout the store; saved time in their shopping experience, promoted repeat customers!
· Responsible for the maintenance and repair for over 1000 computer systems · Troubleshot computer related issues, installed over 100 operating systems utilized remote protocols, worked with Windows Active Directory and System Center Configuration Manager · Performed hardware service repairs in Dell laptop and desktop systems saved IT department costs in hardware service fees from Dell Service Technicians
· Provided technical consultation for students and faculty with printing, scanning, computer applications, and campus network login support. · Saved students time with coursework and work-related projects