1. Provide friendly, courteous, and quality support for desktop hardware, software, network, email and other standard desktop applications, and printing issues to all clients.2. Analyze problems reported and provide solutions to issues.3. Maintain a record of all call resolutions in incident ticket tracking software.4. Provide support to both local and remote clients.5. Install and support Satellite systems and computers at remote locations.6. Stays current on operating systems issues to include, OS patches, fixes and upgrades.7. Makes recommendations for desktop hardware and software upgrades.8. Insures standardization and compatibility of desktop technologies company-wide.9.Provide Network and Infrastructure assistance when needed under supervision of Network or Infrastructure.10. Migrated from windows XP to 7 on over 900 laptops, helped setup and migrate from Altirus to SCCM for the image process and software install process tested all kinds of mobility devices for field use.11. Was RSA admin that Setup users for Cisco any connect for VPN connection.12. Used software Delormn xMap, cygnet, Roc-link, Wellview, Field PA module, Bitlocker, PCCU, Totalflow, Service Desk ticketing system, Active Directory on a daily basis.

Investigates and resolves computer software and hardware problems of users. Perform desk-side support service client’s pre-defined/location specific service process. High level of customer focus and strong customer support commitment. Facilitates communication with customers, partners and vendors. Analyze problems, develop creative solution and assess risks/benefits. Document supported system and application procedures and processes. Assists in coordinating equipment delivery and change-out, software licensing compliance and inventory/asset control.  Manage workflow and service request through client’s call Heat ticketing system. Analyze problems, develop creative solutions and assess risks/benefits.  Imaging/Re-Imaging end user desktop and laptop machines.  General Desktop Support/Project Coordination/Move activities.  Troubleshoots, diagnoses and resolves routine hardware, software and network connectivity problems. Assists in the ordering of licenses for assigned software packages, in consultation with appropriate management or other information technology staff. Work with 3rd level support group to assist with application design/development/upgrade testing and implementation.

Provide a single point of contact for support staff to receive support on IT issues, which includes, but not limited to, installing, diagnosing, repairing, maintaining, and upgrading all laptop/PC hardware, kiosk, plasma, and equipment to ensure optimal workstation performance. Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion. Ensure the overall integrity of computer systems and networks. Monitor work load and provide rapid problem resolution. Communicate problems and resolutions to appropriate personnel. Perform the duties of this position in a manner consistent with the values of the organization.Key Contributions: Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Installing new telecommunication systems including internet, phones, fax, radios or other communication systems within a facility. Collaborate with Developers/network administrators to ensure efficient operation of the company’s desktop computing environment. All technology purchases are recommended, unpacked, inventoried, installed, configured and maintained by me. Extensive experience with wide variety of computing equipment including, but not limited to, networked laser printers, scanners, personal and institutional computer systems, handheld devices and projectors.

Communicating effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information.Key Contributions:  Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration. Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required. Installs, configures and upgrades operating systems and software, using standard business and administrative package. Creates, maintains and updates websites as required for end user.