PAUL J. BLAND

Work closely with IT leadership and business leaders to identify opportunities for improving technology and technology-related processes.

• Troubleshoot and provide fast support via remote desktop connections.
• Plan and oversee hardware/software maintenance assessments and schedules including patching, cleaning, data recovery, upgrades, and testing.
• Documents, maintains, upgrades, or replaces hardware and software systems as needed
• Serve as the point of escalation (technical owner) for critical incidents
• Responsible for the creation and application of pre-established guidelines to ensure high-quality desktop support interactions
• Control IT assets ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out
• Supports and maintains user account information including rights, security, and systems groups
• Trains employees, identifies, analyzes, and repairs product failures, and orders, and replaces parts as needed
• Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.

Provided support for applications used in analytical laboratory environments

Served as both a local project coordinator and as a primary technical resource for executing an operating system migration from Windows 7 to Windows 10

Worked closely with internal company scientists, IT colleagues, and external software/hardware vendors on a regular basis

Migration and updates to laboratory computer systems from Windows 7 to Windows 10, installation of specialized software, verification of new PC, software, and instrumentation functionality

Provided post-migration support by troubleshooting and resolving issues related data/system access, network communications, and software functionality

Followed existing documented procedures to build, configure, and support new implementations

Engaged with software/hardware vendors to assist with installation and configuration of software so that it works correctly with existing instrumentation

Provided issue tracking and project status

• Use of SCCM to install software
• Moved physical hardware for install or decommission
• Maintained excellent communication with clients, to ensure needs are meet on a timely manner
• Monitoring ServiceNow for any incidents to be completed
• Placed orders for new software, hardware, and any other needed service
• Provided timely support for hardware, software, and network-related issues, responding to and resolving a quota of weekly tickets
• Troubleshoot various technical issues dealing with printers, network, and phone systems
• Diagnosed, troubleshoot and resolved client issues with hardware, maintenance, and installations
• Assisted in technical upgrading and maintaining of entire desktop systems.
• Provided positive, timely service to customers during the check-in and checkout process
• Gained understanding of technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps
• Set up and repaired technology devices for consumers
• Monitored service queues and provide accurate status updates to customers