Provide exceptional Service to our Franchise Owners which included but was not limited to:- Analyzing Franchise Owners Systems and identify opportunities for improvement- Provide direct remote assistance- Identify weaknesses in Networking and Security

Support users of multiple organizations during a merger period which included but was not limited to:-Learning and supporting the applications and processes of all organizations involved-Striving to meet the end goal of a consolidated organization with a standard set of processes and policies-Support users, computers, mobile devices and peripherals in a Windows environment-Build computer systems to meet the requirements of a vast array of users-Diagnose and solve computer, network or software problems reported by users -Analyze, troubleshoot, communicate and document solutions to end-user support requests as assigned-Prioritize support requests in assigned queues and make efficient use of time and resources using the Service Desk Helpdesk System-Maintain Active Directory and file system security for users of more than one domain-Effectively communicate with Tier II and Tier III engineers which required having extensive knowledge of computer systems and networking protocols

Required to be proficient in a wide range of support areas. Supervise technicians who are resolving issues such as: application, networking, software, anti-virus, and general Windows problems. Some responsibilities include creating workflows, managing internal and external knowledge base, and working with other departments in ongoing projects to become a subject matter expert in one or more of the several products supported by the organization.

Greet customers that came into the shop, as well as assist with any questions they had regarding computers. Was responsible for taking in computers and noting any observations customers had regarding their broken computer. Worked in the back room as a PC/Laptop technician. Diagnosed any hardware/software/virus issue, and replaced/repaired as needed. Some diagnosis required taking laptops completely apart, test parts and reassembling.