Edward Knight

Experience

• 

  Saginaw Chippewa Indian Tribe

  Mar 2009 - Nov 2019

  Daily Tasks: • Layer II Support in 3000+ user environment for over 250 software applications.• Provide support to multiple business types including: Tribal Government, Gaming, Education, Cultural, Medical, and Retail, Supply Chain, and Elder services.• Create or disable user accounts as well as manage user security groups and permission levels based on needs for user applications including Active Directory integration.• Monitor trouble ticket queue and prioritize tickets as they come in. • Contact end users to troubleshoot issues that are escalated from the call center to the Applications Group. • Assist Help Desk staff when they are low staffed by signing into the call center phone rotation while maintaining normal day to day routines. • Support with multiple software programs, including but not limited to: Microsoft Office suite, Opera PMS, Oasis, Indian Health Services, Micros/Symphony and more.• Provide remote support as well as onsite support to users depending on situation. • Part of on call rotation in support of multimillion dollar gaming software.Software evaluation, testing and support• Project team member• Evaluate software to ensure compliance with enterprise needs, best practices, as well as meeting the end users specific needs and budgetary constraints. Also, recommending alternates that may better fit the needs of both user and enterprise.• Knowledgeable in providing excellent customer service to end users while working with software vendors during software deployments.• Evaluation and setup of user security roles within software.Knowledgeable in configuration of iOS, Zebra and other peripheral hardware utilized with software packages. Show less Provide layer-one technical support to end users with a focus on: providing excellent customer service, first call resolution where possible, confidentiality, professional conduct and appearance in a 2500+ user environment.Provide help desk support to multiple business entities including Tribal Government, Gaming, Education, Cultural, Medical and Elder services.Provide layer-one application support with multiple software programs including the Microsoft Office suite, Opera PMS, Oasis, Indian Health Services and many other applications.Experience working in a call center as a front line associate between end users and IT staff including working a front window to interface with the public as well as associates. Experience with remote support as well as on site troubleshooting and repair. Show less

  • Applications Support Specialist I

    Mar 2010 - Nov 2019

  • Support Services Tech I

    Mar 2009 - Mar 2010
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  Greater Lansing Association of REALTORS®

  Nov 2019 - now

  PRIMARY DUTIES: • Assist with technology/product implementation and integration for members and staff • Provide training and technical assistance to membership and staff on current and new products • Review and suggest technology upgrades/updates to current products • Keep current on new technology that would assist members in being more successful in what they do • Updating and implementing new technology to Association website • Manage Microsoft Office 365 including Microsoft Azure Active Directory • Manage MLS Database and Third-Party Vendors • Monitor and manage IDX feed access • Manage DNS Hosting services • Manage user access for multiple software platforms • Provide all levels of technical support to office staff. • Liaison to MLS committees and staff. • Maintain and support AV equipment for multiple meeting and conference rooms. • Maintain and support network hardware including barracuda firewall, Ruckus Wireless devices and Cisco switches. Show less

  • Technical Systems Director

    Dec 2019 - now

  • Technical Support Specialist

    Nov 2019 - Aug 2023