• Imaging of computers• Configuring VPN• Installing necessary software and migrating licenses• Managing tickets • Data migration• Troubleshoot issues on systems as they arise

• Provided phone and remote support for Windows and Mac• Managed users with Active Directory• Troubleshot Microsoft Office 2010, 2016, and 365• Managed computer software with Symantec Ghost Solution Suite• Managed and troubleshot Horizon VM Ware with vSphere and VMView administrator• Troubleshot VPN for remote users utilizing Global Protect

Provided technical support of both NAS (Network Attached Storage) and DAS (Direct Attached Storage).Troubleshooted networking issues on Windows and Mac.Established whether issues were logical or hardware. Guided to best course of action (i.e. reformat, recovery software, data recovery service, or warranty replacement of unit or parts).Call volume varied from 5-15 call per day.

Discovered previously undocumented power requirement of an external drive that gave false positive of failure. Initiated update to troubleshooting protocols for both call center and online FAQ, preventing numerous unnecessary RMA's.Provided technical support via calls and email (handled on average about 30 calls a day, busy days could handle between 50-100 calls and 50 or more emails), as well as maintained the G-Technology forum. Handled Windows and Mac based issues for hard drives of varying types including complex RAID units, and warranty support. Established whether issues were logical or hardware. Guided to best course of action (i.e. reformat, recovery software, data recovery service, or warranty replacement of unit or parts). Tested our external drives with beta versions of Windows. Maintained computers in lab, performed maintenance and repaired when necessary.