▪Installs, maintains and upgrades internal computer hardware and software systems used for designing and developing company products.▪Controls user access and passwords.▪Proposes and implements system enhancements that will improve reliability and performance of system.▪Monitors usage and performance.▪Trains personnel on system usage.▪Troubleshoots server, software and hardware issues.▪Assists with recommending, scheduling and implementing system hardware and/or software upgrades or repairs.▪Researches, evaluates and recommends software and hardware products.▪Supports Web access and electronic messaging services and maintains a secure systems environment.▪Provides new hardware specifications to users based on application needs and anticipated growth

Serve as a Tier I Service Desk Analyst on a contract with Center For Medicaid/ Medicare Service 15-50 calls on a daily basis providing troubleshooting and technical assistance Answer service desk calls using desktop phone apps called InContact by Ring Central Log and manage all incidents using the application ServiceNow Triage incoming tickets according to the proper category and priority Serves as the customers first point of contact and provides an excellent first impression for the service desk Ensure timely resolution or escalation of tickets, while properly communicating updates to the end-users Perform software installations, configurations, and troubleshooting for internal and external users Create, maintain, and update knowledge articles, standard operating procedures, as well as other documentation to increase the knowledge base for technical support as well as end users Voluntarily takes on desk side support task for additional experience

 Served as Tier 1, and 2 contact for users via phone, email and voicemail Managed and Troubleshoot Active Directory configurations including(unlocking accounts, password resets, configuring log on scripts, adding and removing security groups).  Document all customer contact and activity, including troubleshooting steps and problem resolution across multiple CRM and ticketing systems including Remedyforce, Service Now and Cherwell . Remotely fixed issues by using multiple tools dependent on client including ( SCCM, Bomgar, LanDesk, Webex, MSRA, Go To Assist, Team Viewer) Managed Mobile Devices such as iPhone's, iPads and Android devices and had the ability to (remotely wipe, unlock, set up and configure such devices) Aided and troubleshoot issues with Windows 7 & Windows 10 as well as various Office 2016 and Office 365. Support various client infrastructures /industries in an Enterprise environment with up to 13,000 users.

▪ Support multiple client facing ADP systems including ADP PayExpert, WorkForce Now, PC Payroll for Windows, ADP Reporting, ADP Mobile▪ Handle installations and troubleshooting of Support internal systems including Mainframe, SQL Reporting, Security, E-access/Clarify (Case Management)▪ Resolve issues with ADP Payroll Software including PayExpert and PC Payroll for Windows.▪ Scheduling payrolls and assisting with client set up and options.▪ Complete general ledger maintenance and troubleshooting.▪ Answer the phone in a call center in regards to benefits and payroll for a corporation of 14,000 employees with multiple Unions and internal companies.▪ Handle escalated issues in a call center in regards to custom reporting issues that could not be handled by Tier 1 CSR representatives.

- Provided exceptional customer service to individuals visiting the Wireless Vision store, including greeting customers, answering phones and assessing their needs. - Built customers confidence by making their experience comfortable, simple and by solving their issues.- Assisted customers with service activation's, changes and bill payments, responding to billing inquire equipment replacement, selling accessories, and processing price plan changes and upgrades.

-Answer user inquiries regarding computer software or hardware operation to resolve problems.-Assist users to diagnose and solve data communication problems-Provide users with technical support for computer problem-Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications-Maintain the peripherals, such as printers, that are connected to the network-Refer major hardware or software problems or defective products to vendors or technicians for service-Set up user accounts, regulating and monitoring file access to ensure confidentiality and proper use-Configure and test computer hardware, networking software and operating system software-Configure, monitor, and maintain email applications or virus protection software-Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary-Responsible for documenting and updating all customer correspondence and relevant internal information in support tickets via ticketing system