Supported and administered mobile devices using MDM (AirWatch).Administered print servers and print server applications (YSoft) for several locations. Included installing and removing printers from the servers as well as monitoring the performance of the print servers. Performed repair operations on operating system and print server software when needed.Experience with administration and support of virtual desktop solutions (Citrix) for remote users.Experience with Active Directory including administration of objects and groups.Experienced with installation and support of Microsoft operating systems (Windows NT, Windows XP, Windows 7, Windows 8, Windows Server 2008/2012).Experienced with installation and support of Mac OS X 10.6 - 10.10.Provided software application support on a wide variety of application categories including CAD software, web browsers, Microsoft Office applications, image design software, and more.Supported various brands of PC hardware (Apple, Dell, HP, Sony, and Toshiba).Supported various hardware (Laptops, Desktops, Printers/MFP’s (Canon and Konica), IP Telephony, Audio/Video, Mobile Devices - Phones/Tablets, Experienced with both Apple and Android devices).Installed and configured IT network components and assisted in the implementation of designed IT network configuration.Monitored and administered IT systems and made recommendations to senior manager regarding hardware replacements, upgrades, and new installations as required.Performed service ticket monitoring and assignment via BMC Remedy. Monitored tickets by SLA levels assigned to our group.Supported various remote connectivity and VPN applications including Nortel, Cisco, and NetMotion.Experienced in supporting Microsoft Office 2007, 2010, and 2013. Built training materials for end users for Office 2010.Experienced with many anti-virus and malware tools including Norton, McAfee, and Microsoft SCEP.

• 3+ years of work experience in diverse help desk roles• Highly skilled in responding to tickets generated by users in a timely manner• Demonstrated ability to diagnose and fix problems of operating systems and software applications• Track record of working with end users and Tier 2 support• Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support