Team Lead Duties• Proven track record in proficiently establishing procedures that save time, reduce costs, and eliminate redundancies• Ability to lead project resources, work under pressure and meet deadlines• Manage and delegate tasks to team members• Train, coach and mentor new team members• Act as a resource for other team members• Assist other team members with unresolved open cases proving resolutions or escalations processes if needed• Manage team performance and progress• Sharing knowledge by creating “how-to documentation” for Helpdesk knowledgebase Technical Support Duties• Provide technical assistance at all levels to a POS client base (over 2500) on hardware and software (Micro$ale, Aloha, Digital Dinning, Xpient) in a Windows environment via phone (100%) with a resolution of 90% upon contact• Provide solutions to small business network troubleshooting hardware/software, wireless, mobile devices (handhelds tablets), VPN, LAN, printing, scanning, email, password resets• Account creation/provision/password resets via Active Directory and MenuLink• Record calls within NetSuite ensure they are properly recorded under categories, issue types, problem description and resolution• Recommend and implement changes and enhancements in supported applications and the Support Center’s day-to-day processes• Provide POS menu maintenance assistance and compact/repair of POS databases• Provide training to customers on POS software (Aloha, Micro$ale, Digital Dinning, Xpient) • Conduct malware/virus removals and remote terminal/server installations• Able to quickly identify problems to ensure timely resolution of escalated problems by reviewing and monitoring open issues• Ensure calls are handled quickly, with a high degree of accuracy and professionalism• Keep customers informed on the status of their problem and its resolution or upgrades

Provide all level of support to clients via phone, Landesk, email (MS Outlook 2007, 2010, gmail) and online chat (Live Person) ensuring their needs, issues are resolved in a professional and timely manner Proactively and reactively research, troubleshoot, install and resolve technical problems within a progressive Windows environment documenting every step in BMC Magic service desk ticketing systemProvide support on hardware/software, wireless, mobile devices (blackberry), VPN, LAN/WAN, printing, scanning, email, password resets, voicemail password reset, Active Directory account provisioning and much more

• Provided technical assistance (levels 1-3) for computers and network to office staff in a mixed environment (Novel/Windows)• Maintained and controlled consistent user access to network, software and documents• Performed routine maintenance on all computer and laptops and maintained inventory documentation using Microsoft Office Suite• Provided system administration on the central office telephone system (Lucent Merlin Legend)• Served as a backup to the Network Administrator with maintenance of LAN\WAN connections, creating user profiles, tagged CAD5 cables, troubleshooting Hubs, routers, DSU\TSU, and various other networking duties• Coordinated the installation of PC workstations and related hardware and ensured connectivity to LAN/WAN, Imaged PC and Laptops using Ghost• Developed and implemented standards for computer hardware to facilitate support, training and sharing of information; enforced organizational compliance with standards