Systems Technician at a Managed Service Provider supporting over 200 small businesses. Duties range from password resets, account creation, server outages and email management. ● Key member of remote helpdesk team● Small team encourages broad responsibility.

Provides Tier 2 support to solve computer hardware and software questions and problems. Diagnose, troubleshoot, and evaluate tickets appropriately. Core responsibilities include supporting all equipment and software used in retail locations, headquarters facility and warehouse. • Point of escalation for employee requests• Document, Troubleshoot, and Diagnose the full range of company computer equipment and applications• Administers applications, networks, servers, including but not limited to Office 365 and Active Directory.

Contract position working on the Service Desk. Primary job responsibilities include phone support for all 200+ branches at Morsco and subsidiaries.

Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and softwareWork with vendor support contacts to resolve technical problems with desktop computing equipment and software.Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Responsible for the daily operation, support, and maintenance of IT enterprise services and solutions while also providing end user support to internal and external users using various technologies. Will be providing support primarily to the corporate office including some higher level tasks. This position may involve some light travel (i.e., 5-10%).*Fastest conversion from contractor to full time employee in the history of the company.

This position serves as the single point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will troubleshoot problem areas (in person, by telephone, or via e-mail both locally and nationally) in a timely and accurate fashion, and provide end-user assistance where required. Internal client- facing role requiring ability to professionally engage clients.

Job responsibilities include: Under minimal supervision respond to help desk calls for desktop and laptop systems, printers, cell phones, and desk phones located at Flower Mound, Texas site. Position requires strong customer service orientation, strong decision making skills and a willingness to learn new technology.• Managed all cell phones for Flower Mound site including deployment and maintenance.• Single handedly managed site for 4 months during hiring freeze• Saved company $7,800 by negotiating with AT&T on disputed international phone charges.• Vital team member of effort to rebuild helpdesk after all prior agents were eliminated.• Implemented imaging strategy for laptop and desktop deployment.• Created documentation for iPhone deployment.• Nominated multiple times for TechXcelence and Employee of the Month awards, received Honorable Mention May 2010

Job responsibilities include: Under general supervision, provides customer service support, via the telephone and email, to solve computer software questions and problems. Diagnose, troubleshoot, and evaluate calls appropriately. Identify complex problems and route to appropriate application support team. Assist with training new agents. • Experience with HEAT, Biomed systems and Critical Call Handling. • Abbreviated training program was used due to prior experience resulting in cost savings. • Letter of commendation received from CIO.• Primarily responsible for Quality control of tickets from Tier 1 agents.• 5-Star Spirit (Customer service award) received February 2009.

Job responsibilities include: First contact resolution of technical issues for end users in Hospital environments, proper documentation of tickets through the Remedy system, notification and communication of high-priority outages affecting patient care to appropriate channels. • Experience with Remedy, Novell clients and Citrix environment. • Abbreviated training program was used due to prior experience resulting in cost savings.

Job responsibilities include: message and call routing for customers and internal employees seeking product support, customer education for Microsoft Support policies and options, product registration, sales for product support and support packages, customer data entry, WWW based product support, and management of customers moving between separate support groups.• Created over 300 customer email responses which instituted standardization and reduced average incident handling time by 50%.• Proposed the movement of MSN call volume to more appropriate and cost effective areas resulting in a substantial savings to the company. • Worked in bi-weekly advisory meetings geared toward process streamlining and quality assurance. • February 2005 Customer Service MVP award winner.• Go-to member of Microsoft’s Web Response Team assisting in employee training and process management.• Consistently maintained exemplary e-mail and phone support performance reflected by statistics which increased incident turnaround and customer satisfaction.