• Coordinated priority of support work based on client and business needs.• Assisted in development of system security protocols.• Translated technical terminology for clients to communicate through ticket system.• Tracked inbound support tickets to provide clear resolutions to customers.• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.• Captured customer feedback to communicate to superiors for ongoing improvement.• Coached employees through day-to-day work and complex problems.• Developed and implemented procedures for responding to customer inquiries and resolving technical issues.• Used ticketing systems to manage and process support actions and requests.• Translated complex technical issues into digestible language for non-technical users.• Managed high levels of call flow and responded to all technical support needs.• Configured hardware and granted system permissions to new employees.• Documented support interactions for future reference.• Monitored systems in operation and quickly troubleshot errors.• Installed and configured operating systems and applications.• Tested new software and hardware prior to deployment.• Monitored system performance to identify potential issues.• Researched and identified solutions to technical problems.• Responded to customer inquiries and provided technical assistance over phone and in person.• Installed, configured and maintained computer systems and network connections.• Diagnosed and troubleshot hardware, software and network issues.

• Installed and configured operating systems and applications.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Configured hardware, devices, and software to set up work stations for employees.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Responded to customer inquiries and provided technical assistance over phone and in person.• Diagnosed and troubleshot hardware, software and network issues.• Installed, configured and maintained computer systems and network connections.• Offered assistance in implementing and developing training programs.• Patched software and installed new versions to eliminate security problems and protect data.• Configured and tested new software and hardware

• Documented support interactions for future reference.• Researched product and issue resolution tactics to address customer concerns.• Installed and configured operating systems and applications.• Monitored system performance to identify potential issues.• Configured and tested new software and hardware.• Diagnosed and troubleshot hardware, software and network issues.• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.• Established network specifications and analyzed workflow, access, information and security requirements.• Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.• Served as subject matter expert on proposed technology purchases.• Completed reports detailing network and systems performance and downtime issues.• Provisioned new software and hardware for use, following established security policies.

• Traveled to customer sites to provide prompt resolutions to issues.• Identified issues, analyzed information and provided solutions to problems.• Worked well in a team setting, providing support and guidance.• Investigated hardware product issues involving materials and software and devised solutions.