In my role as Tier 3 Mobility and Desktop Support, I performed installation, maintenance, and support of client Windows 7/XP desktop systems, providing solutions for disk encryption failures, virus security, Virtual Private Network (VPN) connectivity, and software and web interaction issues, both onsite and utilizing remote support tools.• Constructed deployment process and coordinated site activities for two 1000 desktop lease roll projects, automating stages of deployment process to leverage limited manpower and coordinating scheduled activities with client to minimize impact to daily operations.• Achieved Customer Service Satisfaction rating of 100% for last 4 years.• Traveled in support of primary and other client accounts, reducing support backlogs for those areas and directly resulting in bringing accelerated deployment project back on schedule, meeting important financial and time constraint targets.

As Senior Client Services Analyst / Site Technical Lead, I supervised daily client support activities for the call center environment. That included the installation, maintenance, and configuration of desktop equipment, administration of user and computer accounts, testing and validation of changes to environment, and last mile support for application, server, and LAN/WAN.• Scheduled travel, on-call, work assignments and conducted ongoing training for 2 IT technicians, minimizing operational expenses and providing cross-functional support.• Worked closely with client management team, ensuring successful implementation of technology initiatives and identifying solutions to business needs.• Identified software application issue in critical business front end program and worked with project lead/developers to resolve issue, allowing project to be successfully implemented by accelerated deployment deadline.• Executed change control procedures, ensuring 100% of assigned projects were completed successfully on time and within budget requirements.