Provided technical assistance to Western Union agents throughout the United States during the conversion from” Translink” money transfer to” WU-POS” money transfer. • Assisted Western Union agents in software upgrades and the issues resulting from the changes. • Coordinated and scheduled the upgrades with operations team, project manager and sales team. • Managed scheduling for conversions with agents throughout the United States.• Researched and developed solutions for break fixes on WUPOS system. • Reverse engineered breaks for resolution to software upgrades.. • Worked with the WUPOS teams to keep current on tracked trends. • Update multiple MS Access 2010 databases. • Utilized HP Open View Service Desk 4.5 to request replacement equipment

• Tandem Support - Mainframe, Merchant Services, Desktop Support, Continuous monitoring and management of customer networks, Hardware Support, VPN Support, Firewalls, Password Resets, Technical software, hardware and network problem resolution.•Mainframe applications - TSO, RACF, Netmaster, CICS, Infoman, TPX, Oracle password, Oracle printer and AS/400 resets, Active Directory, Lotus Notes, VPN and Avaya (Telecom), JCL, CICS, NDM, TSO, Oracle, HPSD, Info man and Remedy.

Provided Windows OS Desktop Support, including Windows NT, Windows 95, Windows 98, Windows 2000, Windows ME, Windows XP, Windows Server 2003, Windows Vista and Windows 7. •Provided solutions for hardware or software problems that may require in-depth research. •Analyzed customer issues to resolution or escalation.•Demonstrated processes and provided orientation for new users. •Provided technical assistance with software installations, hardware configurations, and communication networking to support daily operations.•Instructed customers how to access data, processing, space utilization, and program recovery. •Served as a technical specialist on all systems utilized throughout Microsoft and its subsidiaries.•Troubleshot Network issues as well as Corporate Domain and Mobility/LAN Issues, VPN and SMS•Troubleshot wireless/wired connections, proxy, WINS/DNS, DTAP, DHCP , IP, IPV6, Static IP's•Technical support on Domain issues and machine accounts•OSIE issues - RIS, Registry Hacks and Live Meetings•Mobility issues - Smart Card and VPN, IPSEC and Smartphone troubleshooting and resolution•Team player, teacher, wrote resolution documents, assisted co-workers and created resolutions•Proficient in Microsoft Office, Microsoft Access, Microsoft Outlook, Active Directory•Customer Support Ticketing Systems include Primus, HPSD and Remedy•Train/Lead new or novice employees in the use of computers and applications