Provide tier two support to end users remotely or on customer site Work on escalated tickets to find timely resolutions to complex customer issues Install, configure, patch, support and maintain various Windows and Mac operating systems Deploy hardware including workstations, monitors, and other PC peripherals. Identify user's needs; analyze, isolate, and prevent issues Interface with customers in a professional manner, over the phone and in person Learn skills in your field and gain real-world experience Must have a valid license, vehicle and insurance Must be able to perform and meet expectations with minimal supervision Handling customer technical support cases through phone and email submission Updating the company documentation with any new or changed information. Maintain client confidence by keeping their information confidential Preparing reference material for users by drafting operation instructions

Manage and monitor all installed systems and infrastructureEnsure systems and infrastructure availabilityInstall, configure, test and maintain operating systems, application software and system management tools across a variety of businesses and industries.

Perform Remote and On-Site IT troubleshooting, support, and long-term planning across a variety of products, industries, and systems.

Help - Desk environment. Received calls from users of the Wolters Kluwer Health online learning platform. Assisted with both basic and advanced troubleshooting steps as well as training.

Performed IT Maintenance and Troubleshooting on Windows & Mac Computers, networking equipment, and peripherals, across a campus spanning thousands of users. Performed regularly scheduled upkeep as well as emergency troubleshooting / responded to equipment outages/failures.