Katherine Ovalles

• Assisted with the setup of new computer, phones, tablets, printers as needed for end users.
• Create and manage outlook email accounts, groups, tenants
• Fixed hardware problems on pcs, laptops, printers, cells, tablets
• manage and configure Free PBX phone system
• Manage and configure Sophos Firewall
• Do required bi-weekly/quarterly site visits
• participated in one on one/ group session trainings with users
• participated and collaborated in weekly team meetings
• Set up video conferences for zoom, teams
• Take calls/requests, tickets, walk-in in a timely manner while multi-tasking with other issues that might be occurring

· update most recent firmware and drivers on hardware (zebra, Lexmark, HP printers, Data Logic/power scanners)

· rebuild/re-image Windows 7,10 os on workstations/laptops/tablets

· data migration (transferring files from an old pc to a new pc once it’s life cycle is complete and ghost wiping it)

· troubleshoot Panasonic tablets, Lenovo/HP workstations, Lexmark/HP/Zebra printers, Power/Datalogic scanners, Genetec security cameras, network cables patching, password resets on active directory, remote privilege access on active directory

· Documented and Submitted tickets on SMC (Service Management Center)

· weekly/monthly projects (examples such as finding all lan drops, setting up RFID tags)

· repair and escalate physically damaged hardware (printers, label applicator machinery, scanners, tablets, ect.)

· survey the building daily/ site daily check up

· visits other sites to do hardware, software repair/maintenance

· work and collaborate with upper team management, other employees, vendors (engineers, electricians) to resolve incidents

· participate in required site training

· assist in training new employees in becoming familiar with the job site, ticketing system, ticket incidents, troubleshooting procedures

· Oversee and manage IT department

· cable management on workstations, heavy machinery, networking cables

· installation of Avaya phones

· Troubleshooted registers, servers/hubs, vertical wave phones, pharmacy/front store/ Minute Clinic workstations, Lexmark printers, Sharp fax machines, Ironmans, insurance rejections in Rxconnect, patient chart errors in Epic, errors in the SMART system, password resets on active directory, ClickIt security camera systems

· Documented and Submitted tickets on ServiceNow and contacted vendors (NOC, Field Techs, App Support) for equipment maintenance/requests.

· Assisted customers in identifying issues and explained solutions to restore service and functionality.

· collaborated with a team and upper management on the best way to resolve tickets

· participated in software/hardware trainings