David Phillips

• Support senior-level management in highly sensitive situations
• Monitor and respond to hardware, software and network problems utilizing hardware and software testing tools and techniques
• Provide customer assistance support in setting up microcomputers, mobile devices and/or installing software packages, when required
• Accurately document instances of hardware failure, repair, installation and removal
• Support implementation of new computer projects and new hardware installations
• Create/manage tickets/tasks using ITServiceNow
• Create/manage computers in Active Directory using the Active Roles console
• Manage/monitor SLAs, to ensure that tickets/tasks are getting worked/closed in the allotted amount of time.

Responsible for the full life-cycle of the Harris division's end user computer environment and deliver personalized Tier 2 and Tier 3 Desktop Support Services that ensure business continuity and end user up-time for Harris. This includes emergency response, on-site troubleshooting, diagnosis, and resolution of incidents and problems for desktops, laptops, tablets, peripherals, and applications.

Tasks:

• Support 3,500+ end users and 500+ infrastructure nodes in geographically separated locations.
• Perform hardware/software troubleshooting and installation for customers and staff.
• Complied to International Traffic in Arms Regulations (ITAR) business standards
• Create continuity book documentation, detailing step-by-step instructions for installation and troubleshooting

Provide client IT support for all computer related issues. Problem solving ranged from hardware, software and networking issues. Provide documentation of the individual issues encountered and the corrective actions taken.

Provide assistance to the store manager and assistant manager to make their jobs easier. Train employees on the quality and safety standards for Dunkin Donuts.