• Managing CA ARCServe Backup, Tape rotation, and Restoration.• Resolved incoming help requests from end users via both telephone, remote, and work orders in a courteous manner.• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.• Builds rapport and elicits problem details from help desk customers.• Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician.• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.• Applies diagnostic utilities to aid in troubleshooting.• Install and configure computer systems and applications within the company (83 assigned desktop computers).• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.• Develops help sheets and knowledge base articles for end users.• Performs miscellaneous job-related duties such as web and system development for the operations productivity tools.• Monitoring tools, Symantec AV, Servers Disk Usage, Data Center UPS & Tempera

• Communicate the results of data analysis in written and verbal form to managers.• Regularly examine data reports to locate and resolve mistakes throughout.• Produces and/or assists in the production of all required internal and external reports.• Support operations departments in reaching their goals through report analysis.• Maintain the company databases and perform updates as necessary to ensure accuracy.• Working with possible reports automation