● Expert in hardware and network support of onsite PCs and laptops running Win2000, WinXP Professional, Win Vista, 7, and 10● Expert in applications and remote connection support of offsite doctors’ offices.● Support of medical applications and Microsoft products.● Troubleshoot network connections.● Monitoring status of internal and Intranet servers.● Maintain a database of active users by means of Microsoft Active Directory Services software.● Troubleshoot and maintain network laser printers.● End user support of approximately 2500 users, supporting Microsoft and proprietary medical applications● Ongoing troubleshooting of various technical issues including printers, network and phone systems.● Provided Tier 1 IT support to non-technical internal users through desk side support services.● Used TracIt and Service Now to manage and process support actions, requests, and work orders. ● Managed high levels of call flow and responded to at least 50 technical support requests daily.

● Resolved issues through active listening and open-ended questioning, escalating major problems to management.● Implemented project management techniques to overcome obstacles and increase team productivity through 6 Sigma.● Supervised 35 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.● Monitored team members for call quality assurance and compliance.