• Work a daily queue of support tickets, keeping tickets updated on a daily basis. • Build, maintain, analyze, troubleshoot and repair end user computer systems and peripherals. • Support and maintain domain & SaaS user account information including rights, security and systems groups. • Install, support and maintain end user software; including Voice Over IP telephony software, productivity and design applications and a number of integrated development environment applications. • Support and troubleshoot network and 802.11 a/b/g/n wireless as it related to end user PCs • Learn and support emerging systems and applications

Perform wireless network implementationsInstall wireless access pointsInstall network backbone, including wireless controllersPerform post installation AirMagnet softwarePerform passive survey of existing networksPerform passive survey using test equipment to determine suitable coverageDocument all surveys and implementationsMay include network diagrams, port mapping, photographs, etc.Troubleshoot network/controller/access point issuesBasic troubleshooting when neededMay work with a remote NOC as neededTime and expense reportingNote time entries in online PSA softwareCollect and upload copies of receipts in online PSA softwareRecord time and expenses in a timely manner

• Document and diagnose various issues with incoming Apple products• Perform hardware and software repairs accurately and promptly• Ensured high end user satisfaction through proper industry standards• Maintain privacy and confidentiality codes of conduct• Certified to work on 95% of current (Late 2009- Mid 2014) Apple laptops

• Fulfilled incoming customer inquiries, ranging from basic knowledge to advanced technical issues• Assisted staff with escalated calls, providing a positive and understanding experience for clients.• Developed internal policies for increased productivity and profitability.