Adam Crawford

The complete IT package!

Responsible for the execution of DTI Service Desk contact, problem, incident and request management policies and procedures.
 Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents using ServiceNow.
 Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
 Responsible for reporting incident status and system outage notifications to customers, technical staff and applicable management entities.
 Responsible for logging incidents and problem resolution activities into a computerized tracking system.
 Responsible for maintaining a robust and accurate knowledge base repository.  Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
 MDT - Microsoft Deployment Toolkit utilization for imaging.  KACE - Utilized for updates, removes, security, assigning software licenses and deployment of software packages.
 DTI Engineering Toolkit – Utilized it for modifying Active directory permissions, creating users account, outlook deployment, assigning software licenses.
 Utilized PowerShell for Automation of Software Deployments.  Responsible for generating help desk related performance statistics, as required.  Responsible for training support staff, as required.  Responsible for performing other tasks, as assigned

Certifications through NASA's Satern program including;

A+ verification, Windows Admin Cert, Linux Admin Cert, OSX Admin Cert. Currently working on ServiceNow Admin Certificate as well as Google Project Management Certification.