• Served as the primary point of contact for support relating to owned solutions and products.• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.• Analysed Technical issues to identify troubleshooting methods needed for quick remediation.• Documented reported faults and bugs for referral to development staff's use in iterative updates• Provided guidance on installing and integrating new hardware components and software to remote clients.• Performed root cause analysis of reported issues to decisively discern and enact corrections.• Investigated and corrected problems with printers, copiers and other peripheral devices.• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.• Provided Tier 3 IT support to non-technical internal users through desk side support services.• Documented transactions and support interactions in system for future reference and addition to knowledge base.• Loaded software, granted permissions and configured hardware for new employees as part of on boarding process..• Installed bit9, WSS agent(Symantec), Carbon black, security applications and devices and suggested additional security measures.• Collaborated with supervisors to escalate and address customer inquiries or technical issues.• Managed high levels of call flow and responded to P1 technical support needs.• Used ServiceNow to manage and process support actions and requests.

Identified needed business improvements and determining appropriate systems required to implement solutions.Assessed business needs and problem areas to create focused solutions like enhancing Client satisfaction,Company growth.Tracked feedback at all levels and researched resolutions for common concerns.Collected, defined, and analyzed business requirements.Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.Oversaw installation of software programs and hardware systems to meet requirements.Gathered, reviewed, and reported on findings serving as a bridge between Clients and the In-house development team.Trained business personnel in use of systems.Consulted with product development teams to enhance products based on customer interest data.Represented company and promoted products at conferences and trade association meetings.Collaborated with sales and marketing departments to support business objectives and client acquisition.Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends.Reached out to potential customers via telephone, email, and in-person inquiries.Devised effective marketing, sales, and other promotional initiatives.