User Support Specialist
Georgetown University
Total years of experience :12 years, 0 Months
• Perform all tier-‐one support for hardware and software of faculty, students, and staff.
• Evaluate, test, and deploy three generations of full-‐disk encryption software deployed to
all staff.
• Prepare customized Windows and OS X images for 200+ staff and students with minimal
oversight.
• Transition from Acronis imaging and manual batching to systems deployment and
management with the K1000 and K2000 appliances.
• Identify how all SFS-‐Qatar users are currently using software and assist in overcoming
any barriers, which may be in conflict with Georgetown University (GU) University
Information Services (UIS) and SFS-‐Q OIT policies and procedures.
• Ensure that applications developed for different segments of SFS-‐Qatar are secure,
compatible, and conform to GU UIS and SFS-‐Q OIT standards.
• Participate in the selection, installation and use of computing equipment and
software to meet needs of business SFS-‐Qatar. This may include liaising with
software firms and consultants on behalf of SFS-‐Qatar on cost and quality issues.
• Establish migration schedules, support migration, and ensure the preservation of
digital information.
• Provide secondary classroom technology support (such as video conferencing) to
enrich the Learning environment for SFS-‐Qatar students.
• Support heterogeneous mobile technologies, such as cell phones and tablets, with little or
no documentation.
• Oversee IT inventory and asset management.
• Instruct SFS-‐Qatar faculty, staff, and students through training on supported software
packages and systems, system migrations and integrations, and orientation programs
to ensure users have the skills necessary to function in the technology environment.
• Responsible for configuring and testing any new hardware and software.
• Visit to client sites to help with installation, deployment, and troubleshooting.
• Installing software, desktop operating systems and server operating systems.
• Resolving the issues over the telephone and by email.
• Providing support for Windows and Macintosh issues.
• Supervised emergency troubleshooting and reimaging of 100+ Windows tablets in 48
hours.
• Resolved Group Policy misconfiguration and deployed policies and green field e-‐book
rollout.
• Build custom PC’s and maintain them for both hardware & software.
• Server Maintenance for both hardware & software.
• Sale and purchase of computer hardware, software, accessories and all its organs and
processing of quotations and follow-‐up of the companies bidding.
M.I.S