re'el hawkins

* Merkle Group Inc. is a privately held performance marketing agency specializing in data-based marketing solutions. * Triage server, network, and events and ensure that the incidents are resolved within the established SLA/OLA. * Perform tier 1 and tier 2 incident management tasks. * Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked. * Provision and Reclaim software from end user hardware. * Utilize ticketing system(s) to document issues, communicate statuses, and resolution. * Escalate issues as defined in documented escalation procedures. * Manage Employee Accounts utilizing Active Directory and Exchange * Troubleshoot Skype for Business issues * Troubleshoot Symantec issues and VIP account lockouts * Manage SWAT (Emergency Technical Calls) and act as “SMART” hands * Perform Data Center sweeps and check for Server failures/anomalies * Manage Headquarter and Remote Drive replacements and installs using Zensar and Dell OpenManage

* Develop/teach introduction to technology & advanced technology solutions classes for patrons and branch staff * Install and configure barebones Cisco Routers and layer 2 switches * Communicate technical concepts to nontechnical staff & management * Maintain functionality of printers, scanners, & other peripheral devices * Responsible for maintaining all computer and like equipment * Taught computer basics, Microsoft Office basics, and email basics classes to the public * Held mobile device support sessions to teach/fix public users mobile devices ranging from laptops to smartphones (including apple devices) * Maintained an accurate help count log to reflect and determine how to better serve library patrons * Provide training for staff members on new equipment * Shelve books in their proper sections * Log equipment damage and malfunctions * Assist patrons with software and hardware related computer issues * Perform troubleshooting for log-ins, password resets, network connections, printers, photocopiers, and fax machines

* Find, collect, and distill data to guide action and solve problems * Design, configure, and maintain physical Windows server environment * Create and implement Server 2003 to server 2016 migration plan * Draft, coordinate, and implement updates to maintain Standard Operating Procedures (SOPs) to maintain/improve current technical baseline * Perform weekly asset audits * Schedule/maintain full and incremental encrypted backups * Provide training during New Hire Orientation * Configure/Manage SonicWALL firewall * Manage/Monitor Cisco network * Provide weekly status reports to VP

Produced outstanding customer service reviews. Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty. Responsibilities included: Ensured all computing assets were erased utilizing Blannco Data Erasure software. Performed data migration to new PC and removed old equipment. Refreshed workstations by re-imaging and installing updated operating system to Windows XP or Windows 7 and configured all applications. Utilized Zenworks to image PC's. Installed, configured hardware, software and peripherals. Support provided via desk-side and remote access utilizing NetSupport remote access software. Provided break-fix services. Setup, deployed and maintained end-user machines and confirmed operations of all hardware and software. Resolved customer technical issues through diligent research, replication and troubleshooting. Created and maintained technical documentation. Assisted junior and senior technicians

* Installing and configuring computer hardware operating systems and applications * Monitoring and maintaining computer systems and networks * Talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues * Troubleshooting system and network problems and diagnosing and solving hardware/software faults * Replacing parts as required * Providing support, including procedural documentation and relevant reports * Following diagrams and written instructions to repair a fault or set up a system * Supporting the roll-out of new applications * Setting up new users' accounts and profiles and dealing with password issues * Responding within agreed time limits to call-outs * Working continuously on a task until completion (or referral to third parties, if appropriate) * Prioritizing and managing many open cases at one time * Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers * testing and evaluating new technology