Handle inbound call from remote usersPerform updates in Active DirectoryImage and configure machines for replacementBackup and restore user data to minimize downtimeServe as interface for users for procurement, acquisitions, and software requestsProvide on-site support for all usersReplace consumables on all on-site HP printersHandle basic hardware repairs on HP laptops and desktopsCreate master database of all computers in use by remote usersCreate and… Show more Handle inbound call from remote usersPerform updates in Active DirectoryImage and configure machines for replacementBackup and restore user data to minimize downtimeServe as interface for users for procurement, acquisitions, and software requestsProvide on-site support for all usersReplace consumables on all on-site HP printersHandle basic hardware repairs on HP laptops and desktopsCreate master database of all computers in use by remote usersCreate and maintain in-house database of computers in use and availableManage mobile device plans and accounts for companyInvestigate and make suggestions for all savings potential for mobile device plansWork with internal groups to create uniform HR policy that creates no impact to service receiver but generates savings potential for the company Show less

Handle inbound call from remote usersPerform updates in Active DirectoryImage and configure machines for replacementBackup and restore user data to minimize downtimeServe as interface for users for procurement, acquisitions, and software requestsProvide on-site support for all usersReplace consumables on all on-site HP printersHandle basic hardware repairs on HP laptops and desktopsCreate master database of all computers in use by remote usersCreate and… Show more Handle inbound call from remote usersPerform updates in Active DirectoryImage and configure machines for replacementBackup and restore user data to minimize downtimeServe as interface for users for procurement, acquisitions, and software requestsProvide on-site support for all usersReplace consumables on all on-site HP printersHandle basic hardware repairs on HP laptops and desktopsCreate master database of all computers in use by remote usersCreate and maintain in-house database of computers in use and available Show less

• Managed all backlog tickets to ensure appropriate service levels are met• Served as subject matter expert in several areas within support boundaries• Reduced backlog queue by 33%• Served as trainer, mentor, and liaison between end-user and product managers• Created and delivered training materials for new analysts and retraining• Lead a team of 21 analysts, serving as technical focal• Create monthly evaluations for each analyst• Create and deliver reports for… Show more • Managed all backlog tickets to ensure appropriate service levels are met• Served as subject matter expert in several areas within support boundaries• Reduced backlog queue by 33%• Served as trainer, mentor, and liaison between end-user and product managers• Created and delivered training materials for new analysts and retraining• Lead a team of 21 analysts, serving as technical focal• Create monthly evaluations for each analyst• Create and deliver reports for management• Ensure service levels are being met Show less

• Managed all backlog tickets to ensure appropriate service levels are met• Reduced backlog queue by 33%• Represent Tier 2 group in daily stand-up meetings• Assisted with staffing levels• Worked closely with supervisor to identify future candidates for Tier 2• Assign tickets to individuals for support, optimizing service• Perform role of Tier 2 support role in addition

• Re-designed interface for main billing/receiving database system• Created ticketing system to document issues across multiple offices• Inventoried all computing equipment across company• Served as liaison between company and product teams• Design, request, and implement custom reports into software