STANLEY LEACH

Install, configure, upgrade and repair desktop/laptop hardware and software in accordance with business requirements and standards. Support desktop related technologies such as printers, networks, and wireless devices. Provide support for both networked and remote units.

Used the following ticketing systems: Jira, Remedy, Salesforce, Zendesk

Used Google admin console, to perform services such as Gmail, Drive, Calendar and Chat, assisting users with email configurations, and troubleshooting

Provide Zoom administration, monitor conference rooms activity and resolve connectivity issues. Manually add users to Zoom portal

Provided some Okta administration duties included: Adding, modifying and deactivating user accounts. Resetting MFA authentication , modifying profiles, and terming accounts

Remote Tools used: SCCM, Teamviewer, Remote desktop

• Performs Tier 2 and 3 analysis of problems/outages and develops/implements solutions for on-site and remote users
• Break/fix and service tickets are prioritized based upon established guidelines
• Used break/fix and service ticket queue for work intake and updates tickets based on established procedures
• Performs workstation-based projects as assigned including installation of stand-alone and networked personal computers, peripherals and software for end users (provide desktop integration, delivery and deployment services to internal NASCO end users)
• Evaluates, schedules, and implements approved workstation upgrades and patches
• Installs and maintains software tools for image creation and management
• Uses image management solution to install and update personal computers

• Responsible for all company technology and support needs across multiple offices including hardware and software configuration and troubleshooting, wireless and mobile device setup, computer images, malware control, Active Directory and Exchange accounts, data backup, transfers and print server administration
• Managed numerous large-scale upgrade and rollout projects including an upgrade from Windows 7 to 10, a Symantec upgrade on all laptops and desktops, an Office 2013 to 2016 upgrade and installation and configuration of the SCCM client on all company machines
• Developed detailed documentation and presentations that more effectively trained employees on new and existing procedures
• Streamlined the help desk resolution process through utilization of the Remedy ticketing system
• Spearheaded a new modernized training room layout for classes and presentations and managed the setup and support process for all room activities
• Implemented Symantec Endpoint Manager to more effectively manage virus scanning and definition updates and utilized Symantec Ghost to improve PC and image deployment

• Provided technology management and help desk support for 1,200 users on a multi-platform environment that included Windows 3.11, 95 and NT
• Made improvements to the team troubleshooting process for Lotus Notes 4.6 and Windows 95 and NT Workstations
• Maximized the user experience through proactive communication and assistance