Kenneth Harrison

Essential Duties and Responsibilities:

· Document and report customer and revenue facing tolling issues proactively

· Identification of potential exceptions through the use of:

o Automated control reports;

o Analysis of system data and trends;

o Discussions with external service providers or analysis of external interface data;

o Discussions with the system maintenance provider.

· Respond to corrective maintenance requests and alarms within the allotted time frame

· Isolation of faults in units and/or components

· Diagnose and repair hardware, software and system issues

· Complete work order reports and logs

· Perform shift-to-shift communications in accordance with established policies, procedures and local practices

· Actively escalate system issues and systemic problems to system maintenance

· Collaborate with system maintenance on approach to resolve issues

· Review proposed changes to the system

· Support testing and verification of system changes after implementation

· Installation, preventive and corrective maintenance of toll collection equipment to include lane controllers (servers & PC hardware), RFID, power supplies, closed circuit television cameras, microwave vehicle detectors, network components (routers, switches, cabling) and dynamic message signs

· Maintenance of spare equipment and parts including inventory management and documentation

· Installation of electrical conductors, data conductors, and fiber optic cable

· Connection of electrical conductors to power services to energize equipment

· Perform other duties as assigned

• Provided technical support to internal customers in a timely manner.
• Assisted users with troubleshooting computer issues via remote desktop sessions.
• Created user accounts and managed access privileges on networked systems.
• Maintained various databases of customer information and service requests.
• Documented all help desk activities including customer inquiries, resolutions, system configurations.
• Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
• Set up virtual private networks for secure remote access.
• Supported telephony systems such as VoIP phones and PBXs.

• Provided technical support to customers for hardware and software related issues, including installation, configuration, troubleshooting and maintenance.
• Investigated complex problems and escalated them when necessary.
• Performed system upgrades, patch management and virus protection activities.
• Installed, configured, maintained and administered desktops, laptops, printers and other peripherals.
• Assisted users in resolving network connectivity issues.
• Provided remote desktop support using remote administration tools such as TeamViewer and Bomgar
• Conducted user training on new technologies or applications deployed in the organization.
• Maintained up-to-date inventory of all IT equipment installed in the organization.
• Monitored service requests and ensured timely resolution of incidents reported by users.
• Ensured compliance with established security policies and procedures for desktops, laptops, printers.