Provide technical support to users for basic computer related technical problems. Enter tickets into the call tracking tool; ensure information is accurate, prioritized and assigned to a queue. Answer help desk telephone and respond to basic customer inquiries to ensure customer needs are met. Assist customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolve and refer more complex technical problems through a defined escalation process. Log and track inquiries using a problem management database and maintain history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.

Performed the refresh of company desktop and laptop computers in accordance with client’s standards and End User requirements. Responsible for the transfer of the applicable end users profile, applications and data from the original PC to the new PC. Assisted in the XP Elimination project where laptop and desktop devices were reimaged from Windows XP to the Windows 7 operating system. On a daily basis, would stay in constant communication with costumer to ensure the proper installation of required programs and ensure the proper scheduling of the devices delivery. Securely delivered company desktops and laptops to costumer once refresh\reimaging procedures were complete. Preformed initial setup and breakdown of company devices. Documented, filed and closed costumer request tickets daily.

Provided technical support in various projects and attend bi-weekly meetings. Performed diagnostics and troubleshooting of system and software related issues. Documented help desk tickets/resolutions, and maintained equipment inventory lists. Performed the set-up, breakdown, and transport of computer equipment on an as-needed basis. Responsible for the debugging of software applications. Ensured the proper working of different parts of computers and other PC related devices.