• Provide hardware and software support for workstations, printers, mobile devices, and conferencing equipment• Document processes, execute system upgrades, and contribute to technology projects• Proficiently image and configure computers• Maintain and update records of support activities in a ticketing system• Execute Move, Add, and Change (MAC) tasks• Utilize asset management software to maintain up-to-date inventory records• Collaborate and triage issues with other IT teams and vendors• Comply with PCI consumer protection regulations

• Skilled in identifying, diagnosing, and resolving technical problems in a timely manner• Proven ability to install, configure, maintain, and troubleshoot end-user equipment and software• Thorough knowledge of Windows operating systems, mobile devices, and virtualized environments• Follow established policies and procedures and adhere to all service-level agreements• Create and maintain user accounts, passwords, and other system configurations• Maintain and update records of customer requests and support activities in a ticketing system

• After the acquisition of TD Ameritrade by Charles Schwab, my role transitioned

• Diagnosed, troubleshot, and resolved hardware, software, or other system problems on Windows 7, XP, and Server 2003 PCs, then generated performance reports• Imaged and configured Android tablets with proprietary software and verified server connectivity• Refurbished and assembled tablet PCs by diagnosing and replacing internal components