Providing support to over 5000 employees for desktop, thin client, printers, voicemail, cell/desk phones.Creation and maintenance of procedural documentation.Consistently looking to improve first call resolution and prevent redundant escalations.Training new employees for the role of Technical Support Analyst.Active Directory Administration and security.Administration and security of multiple work specific applications (PES, E-commerce, ALS, Traccess)Incident follow up to ensure they are dealt within a timely manner.Major incident escalation and coordination.IBM Mainframe operations.

Coordination of Imaging and Deployment for desktop computers and thin clients during plant wide upgrade.Planning and leading a team to deploy desktops and thin clients throughout the plant and office environment safelyand with minimal effect to the user community.On site training for employees of new windows and Citrix environment.Tier 2 support for Citrix and desktop issues throughout Windows 7 upgrade project.Investigating deployment issues software related, finding a solution and creating procedural documentation.Package building using VB for silent installation of software company wide.Daily contribution within project meetings updating managers and other staff on current issues and fixes.Lab maintenance.

MAIN RESPONSIBILITIES• Responsible for delivery of front-line technical PC support and customer service• Assisting customer with computer troubleshooting including internet connectivity issues, virus/malware removal, email and antivirus problems and operating system/software errors, etc.• Responsible for meeting established revenue targets by selling DependableHomeTech’s ServicesCustomer Service Responsibilities• Deliver superior quality and world class customer service as measured by performance objectives• Respond to inbound customer calls and provide troubleshooting and technical support by following specific call procedures and guidelines.• Deliver responses which consistently exceed client expectations in terms of responsiveness and accuracy• Maintain the highest level of professionalism and courtesy at all times.-Review and update the company website & social media.- Improve public awareness of company to build business.

Working closely with the Cogeco client to maintain and deliver the contracted expectations. Manage the agents on the phones to make sure they are kept busy at all times. Maintained and built Excel spreadsheets for reporting to management. Built work schedules for over 65 employees.

Working on first level technical support for the Cogeco cable contract. Technical support for Internet, Network security, Cable television and VOIP. Heavy work load with tight deadlines to reach incentives. Troubleshooting for customers across all platforms in a timely and polite fashion. Use of database and testing software to determine issues.

Patrols busy professional business site, dispatches and communicates with fellow security staff. Resolves conflicts and deals with escorting professional persons. Provides a respectful and sensitive service to a diverse population of executives. Understands the mechanical and technical maintenance systems of the site. Works flexible hours in the night and day.

Patrolled and monitored cameras of the entire hospital. Dealt with press and public in serious situations. Managed crises while problem solving and dealing with stressed, angry or bereaved public. Provided protection of hospital staff from unruly situations and people.

- First line technical support for Clients.- Internal Tech support for employees.- Maintain and book work orders for onsite technicians to visit clients.- Work closely with a team of techs to give the highest possible support for the Clients.

- General office admin i.e. Book keeping- Sales and purchasing of computer products for clients.- Building & maintaining computers for clients.- On-site support for clients, updating and maintaining IT infrastructure.

Provided first line support for clients over the telephone. Discussed quotes and arranged orders with customers regarding purchasing of various equipment, server and computer builds. Contacted distributors regarding purchasing and shipment of items. Repaired and updated hardware and software for clients. Completed general office administration and book keeping. Symbol Technologies -Wireless Barcode Scanner Manufacturer

Prepared units for shipment using an online management system. Liaised with international couriers throughout Europe.