Delivers group and individual instruction and training covering a range of technical areasKnowledge base administrationWork with other IT groups to develop training documentsPerform call evaluationsCreate and publish knowledge base and trees2nd tier support for the service desk

1st point of contact for IT support, Works across a broad range of technologies and liaises across multiple areas of the business to support incidents and requests. Responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users. Provided customer support and technical support to customers daily. Achieved recognition in various incentive programs and contests recognizing high levels of production and customer satisfaction ratings. Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. Managed high levels of call flow and responded to the various technical support needs of customers. Respond to support requests from end users and patiently walk individuals through basic troubleshooting tasks.

Install hardware and peripheral components like Desktops, laptops, disk drives, printers, keyboards and monitors. Load software packages such as networking components, operating systems and office applications. Troubleshoot software and hardware failures and determine network problems. Maintain computer systems with routine maintenance. Create, maintain, and distribute reports of progress to senior leadership. Explain and document technical issues in a clear way to clients. Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology. Evaluate applications and software patches for desktop applications to see if they will solve desktop issues