• Handled and resolved 2nd level IT ticketed calls which were not resolved at 1st level support • Over 12yrs experience using and supporting MS Office 2010, 2016 and Office365 (Hybrid) • Skilled using and troubleshooting Windows XP, Vista, Windows 7, 8.1, 10 and Apple IOS• Installed, configured, and maintained the functionality of company desktop systems, together with peripheral appendages and software.• Advanced experience with MS Active Directory Exchange Management Console and Citrix XenApp• Maintain and resolve issues on LAN/WAN, Wi-Fi, VoIP telephone, Video systems and other computing equipment.• Re-image, configure PCs and laptops, problem ticket resolutions and track problems using call logging system.• Managed and maintained the Company SharePoint 2013 Intranet• Re-image, configure PCs and laptops, problem ticket resolutions and track problems using call logging system.• Administration of Cisco Unified Call Manager (CUCM)• Troubleshoot software and hardware failures and determine network problems.• Involved with site roll-outs, decommissioning and Project upgrades.• Ensure desktop computers interconnect seamlessly with diverse systems including• Associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.• Participate in varied computer platforms in multi-layered client server environment.• Kept in constant touch with vendors to resolve problems as quickly and efficiently as possible.• Performed routine maintenance on all user accounts, data files, etc.• Procurement of computer Hardware and Software• Determine and research user questions and isolate and resolve information systems problems.• Establish VPN access for all remote users.• Support in testing and deployment of new applications and systems.

• Handled and resolved 1st and 2nd level IT ticketed calls• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Utilize excellent customer service skills and exceed customers’ expectations List your responsibilities, Ensure proper recording, documentation and closure• Provided all training and Support for 1st level Support operators• Responsible for the procurement of IT equipment • Setup, maintain and delete users from various systems such as Active Directory• Follow up with customers, provide feedback and see problems through to resolution• Install, modify, and repair computer hardware and software.• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.• Install/configure and troubleshoot computer peripherals for users.