• Consult and collaborate with immediate peers or colleagues around the world. Escalate to management as necessary, I act internally as a customer advocate and keeping the customers informed. Collaborate with management and product groups to resolve service issues.• Ensure that each support request owned by myself is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.• Prioritize my work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.• Scope customer’s issue by collecting the relevant facts; investigate problems by doing my own research and by involving other teams as needed.• Take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.• Document my technical work and research in detailed and comprehensive manner.

Configure and install new computer hardware and software for end usersDeploy, Setup,and configure PC / Laptops, and troubleshoot PC / Laptop technical issues.Utilize Active Directory to set up new user accounts, administer permissions, and to resolvetechnical issues relative to applications / connectivity.Assist end users with moderate to complex hardware, software and operating system issuesPerform inventory check in, updates and reconciliationCoordinate and configure IT products and services for activities such as video conferencing,webinars and conference room presentationsDocument support incidents in Help Desk ticketing systemResearch, recommend and implement solutions with direction from the senior or team leaderWork closely with the network team and assist with network/ server issues (patch panels, rackingequipment, etc.)

Experience with the following:Network load balancing / clusteringActive DirectorySecurityWindows registry Windows XP/Vista/7 (advanced)Troubleshooting driversTroubleshooting softwareDealing with secured networksWindows registryBacking up and restoring databasesCreating databasesAdvanced query experience not required but desired TCP/IPDHCPDNSFirewallsTCP/IP Subnets Routers / SwitchesDevice troubleshooting Customer ServiceSupport over the phone, over remote control, and onsiteAbility to collaborate with engineering to improve productAbility to handle issues with clients well while maintaining a professional attitudeAbility to train a group of end users effectively

• Investigate and resolves computer software and hardware problems. Receive requests for IT assistance via telephone calls, email, or written request and logs updates into the work order tracking system. Maintain tracking and knowledgebase data stored in the work order database system and the hardware/software database.• Place service calls with vendors for defective equipment. Perform testing and end-user documentation for software applications. Assist with the installation of all computer equipment and software. Assists third party and IT systems support groups in troubleshooting and resolving IT systems that require physical on-site assistance.• Capture and document standard procedures that our client requires for existing and new users to the environment which educates them on IT functions such as: utilizing hotspot features or accessing the company’s network internally or externally.• Supporting an environment of over 350 users, focusing on the building and repairing of: laptops, desktops, Iphones and blackberry smart phones.