Gary Epps

- Assisting end-users with their technical issues and ensuring their satisfaction with issue resolution.

- Adhering to the ticketing policy for support tasks by using Service Now.

- Coordinating with vendors to provide support and repair equipment and applications.

- Managing users in an Active Directory and Azure Active Directory environment, administering Office 365, and performing basic Windows Server and GPO management.

- Repairing printers, such as replacing print heads and validators on Printronix TS-5000 and TS-8000 label printers, troubleshooting Zebra label printers, and repairing HP and Epson printers.

- Performing network patching in tight and high spaces.

- Following all safety standards and regulations, including wearing PPE such as a safety vest, hardhat, and steel-toed shoes.

- Using a forklift and cherry picker/boom to reach IDFs in hard-to-reach areas.

- Provide technical support and assistance for computer systems, software, and hardware related issues.

- Ensure compliance with security procedures, policies, and regulations.

- Resolve complex issues that arise during system migrations.

- Perform site migration and PC refresh from Windows 7 to Windows 10.

- Manage user migration, imaging via SCCM, and PC deployment.

- Respond to technical assistance requests via telephone, email, remote assistance, and in-person through the IT Help Desk System.

- Maintain user accounts, profiles, file sharing, access privileges, and security.

- Coordinate data migration activities for ongoing projects to ensure alignment with prescribed timelines and execution milestones.

-Provide assistance to both internal and external customers.

-Use of an internal ticketing system to manage support requests, and on call to response.

-Provide accurate and creative solutions to system problems of moderate to large nature to ensure availability and system stability.

-Responsible for deploying machines in a VMware environment, utilizing multiple SAN environments.

-Assist in the development and maintenance of problem-solving knowledge and recommend systems modifications as needed. Perform onsite installation, modification and maintenance of systems and equipment, and disassemble and reassemble complex machinery to repair or replace worn or malfunctioning components.

-Travel to different locations to provide on-site setup and support to regional offices, clinics, hospitals, and other job sites.

-User migration, imaging via SCCM, and PC deployment.

-Perform onsite installation, modification, and maintenance of systems and equipment. I can disassemble and reassemble complex machinery to repair or replace worn or malfunctioning components.

-Repair and calibrate systems and equipment post-installation.

- Administration and maintenance of Epic (EMR) system and user accounts

- Maintenance of user accounts in Active Directory

- Imaging of Dell and Lenovo equipment using SCCM and deployment

- Support for users through e-mail and Salesforce ticketing system

- Performance of all tasks in compliance with HIPAA and PCI regulations

- Monitoring of network using Solarwinds

- Analysis, documentation, testing, implementation, and user support for platform transitions

- Resolution or escalation of problem tickets to resolve user issues.

- Manage user accounts using various tools like AD, Microsoft 365 admin portal, Azure services, G-Suits admin portal, Jive communication, and 8X8.

- Set up Meraki, Cradle point, and POS systems for new store deployments.

- Review support tickets and troubleshoot issues, including creating domain accounts and resetting passwords.

- Answer and prioritize phone calls, emails, and voicemails from users experiencing problems with hardware, software, networking, and other computer-related technologies.

- Troubleshoot and resolve technical issues with employees’ (on-site and remote) desktops.

- Manage IT operations for company properties.

- Document technical issues and solutions to maintain accurate logs and track history.

- Collaborate with other departments to implement system-wide improvements.

- Use remote links to connect to clients' computers and install software and applications.

- Research and implement new technologies and methodologies to improve support processes and provide better services to customers.

- Suggest software and hardware modifications to reduce lag time and improve overall speed.

- Provide support for software and hardware systems across all Caesar locations

- Set up audio and visual equipment for special events and concerts as scheduled

- Offer network and desktop support, POS configuration and deployment

- Run data lines, patch cables, configure switches, and deploy them

- Set up and maintain user accounts in Active Directory

- Monitor system performance and report issues as necessary

- Managed office PCs, networks, and mobile devices

- Troubleshoot system errors quickly and effectively

- Configure PCs, projectors, and microphones in video conferencing rooms

- Respond to support requests from end-users and guide them through basic troubleshooting tasks

- Install wiring, cabling, and devices to establish, repair, and optimize networks

- Deploy operating system and software systems across the entire system and resolve related software upgrade issues

- Configure systems based on software and hardware frameworks

- Fix connectivity issues to restore user access to local networks, cloud-based storage, and public web.

-Dell laptop and desktop repair.

-Replace system boards, LCD/LED screens, internal keyboards, processors, and complete laptop/desktop builds.

-Tested systems, noting issues and completing preventive maintenance.

-Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.

-Prepared and submitted reports to document work performed and provide progress updates to management.

-Identified potential problems and prevented equipment failure through performing regular equipment inspections.

-Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.

-Collaborated with other field technicians to resolve complex technical issues.

-Checked, repaired and repacked survival equipment to meet specifications.

-Access point install, and configuration.

-Cat5/6 pulls, termination, line tracing, and patching data line to panels.

-POS setup and installation.

-Active Directory password reset, account creation, and termination.

-System imaging and deployment.

-Installation of video walls using VGA, HDMI, Cat5, and ethernet extenders, installation of UCView software and server configuration for digital media.

-In charge of maintenance and installation of digital media over gas pumps, and in store video at all.

-Terrible Herbst locations.

-Answer inbound user support calls and emails.

-Management of local area networks, switches, routers, VPN, VOIP, Office 365, virus and spyware removal.

-Outlook & Exchange installation and troubleshooting, network printer management, and System backup and imaging.

-Cisco and Brocade switch configuration, VLAN, port config, rack and stack, and deployment.

-Active Directory users and computers, password reset, account creation and termination.

-Field support for 56 taverns and 5 casinos.

-Cable patching and termination, and Application support.

-Install routers, switches, cable management, wireless access points, backup power supplies and other network devices.

-Managed company VOIP phone system and extension listings.

-Trained new employees on software and company procedures.

-Created online documentation to help employees resolve day to day issues.

-Install and integrate new server hardware and applications.

-Performed remote installations, upgrades, and repairs using phone, online chat, and remote desktop software.

-Utilized Salesforce ticketing system.

-Worked extensively with MAC OS and as an Apple support technician performing break fixes, network connectivity, and product support.

-Provided support for the Intuit software.

-Duties included login and installation troubleshooting.

-Diagnosed operating system problems, repair all issues, and remove malware as defined by scopes of work.

-Provide technical phone support for service field technicians, support Front Line staff, and sales inquiries.

-Remotely provide desktop support for over 200 clients at FOX Network.

-Active Directory administration such as account creation, access to security groups, distribution list, and password resets.

-Performed system prep and imaged computers using Symantec Ghost software.

-Cisco Any Connect (VPN) support, wireless network configuration and support, isolate and repair computer equipment showing wear and tear, and preventative maintenance routines.

-Linux OS used to support Taco System, POS, ICD, and network resources.

-BNC Remedy ticketing system used for documentation, resolution, and escalation of calls.

- Identify, diagnose and resolve problems, provide network connectivity, and VPN support for all US Taco Bell facilities corporate, and franchise.

-Play a lead role in responding to support tickets (call volume: 30 to 150 calls per day).

-Configure, deploy, and maintain user workstations while providing training and support to internal staff and clients.

-Perform basic Active Directory and Exchange user account maintenance.

-Provide technical support and service for all company equipment, and software.

-Educate, train and support employees, distributors, and customers in the use and repair of all products.

-Assists in the support and implementation of new products and procedures for both hardware and software.

-Maintain proficiency in product service/customer support issues, medical literature, related to SOP.

-Install new PC based diagnostic equipment; analyze, diagnose and repair PC hardware and software.