•Provide end user support for windows 10, server and iOS.•Provide troubleshooting local area network issues.•Provide troubleshooting and diagnostics to local and remote servers.•Provide server patches and updates for Windows and iOS environments.•Provide support, configuration and upgrades to Cisco switches, routers and APs.•Assist end users with Cisco VPN and RSA tokens issues.•Provide MDM support on Air Watch, Mobileiron and Intune install and configuration.•Support assistance for plant related production systems.•Evaluate expansions or enhancements by studying workload and capacity of computer system.•Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.•Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.•Evaluate vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.•Maximizes use of hardware and software by training users and answering questions.•Prepare reference for users by writing operating instructions.•Maintain historical records by documenting hardware and software changes and revisions.•Maintain client confidence and protects operations by keeping information confidential.•Support and setup for Cisco IP phones, Video conferencing system.•Deployment of servers, workstations, desktops and laptops.•Deployment of iOS and Android mobile systems.•Continuous remote support for plants in LA, VA, MO and OH.•Maintaining the Service Now and Remedy ticketing systems SLA’s.•Provide support for Mac iOS systems, iPads, iPhones and Apple related peripherals.

•Provide end user support for windows 10, server and iOS.•Provide troubleshooting local area network issues.•Provide troubleshooting and diagnostics to local and remote servers.•Provide server patches and updates for Windows and iOS environments.•Provide support, configuration and upgrades to Cisco switches, routers and APs.•Assist end users with Cisco VPN and RSA tokens issues.•Provide support to end users with AirWatch, MobileIron and Intune install and configuration.•Support assistance for plant related production systems.•Evaluate expansions or enhancements by studying workload and capacity of computer system.•Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.•Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.•Evaluate vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.•Maximizes use of hardware and software by training users and answering questions.•Prepare reference for users by writing operating instructions.•Maintain historical records by documenting hardware and software changes and revisions.•Maintain client confidence and protects operations by keeping information confidential.•Support and setup for Cisco IP phones, Video conferencing system.•Deployment of servers, workstations, desktops and laptops.•Deployment of iOS and Android mobile systems.•Continuous remote support for plants in LA, VA, MO and OH.•Maintaining the Service Now and Remedy ticketing systems SLA’s.•Provide support for Mac iOS systems, iPads, iPhones and Apple related peripherals.

•Level II Support Leader - Managed a team of desktop support technicians providing support for US locations.• Directly lead assigned representatives to ensure compliance with technical processes and procedures. • Run daily metrics to include the number of tickets closed/edited, system login times, and phone login times and provide data to Team Manager. • Manage the workflow, ensuring the timely resolution of new tickets, and verifying correct troubleshooting on closed tickets. Responsible for reviewing service calls logged and following up on tickets in queue. • Work tickets and take phone calls as the other Technical Support Representatives. • Review team procedures to ensure they are up to date. Ensure processes are properly documented and suggest changes as required. • Provide continuous feedback to the Team Manager in regards to team members’ performance. Performing quarterly reviews, coaching and counseling, developmental needs, and report any inappropriate behavior that needs to be immediately addressed.• Supported customers remotely from Tyco's RDC on daily basis, troubleshooting and fixing issues o the Verint/Nextiva software. • Verint/Nextiva Certified Technician on Feb/2013. • Responsible to follow up tickets from customers and IS team for hardware replacement and upgrade. • Responsible for overview and guidance of 05 technicians supporting Nextiva products. • Setup, customization and rollout of Servers, Clients and PoE Switches. • Setup, customization and rollout of Apple devices (iPhone, iPad, workstations and laptops.• Assist and implement business workflow.

• Coordinated upgrades and support implementing existing applications. • Provided support to clients • Coordinated vendor customization.• Assisted implementation of programs for small businesses.• Led the operation automation team Tested and implemented tactical business solutions. • Setup, implemented and provided support for user environments. • Coached users on network security. • Updated Service Desk training documentation involving rigorous step-by-step instructions on problem solving techniques.

• Provided technical support and operational network tasks, troubleshooting on Microsoft/Intel and Linux based systems. • Coach and mentor Excel classes for associates. • Implemented Visual Basic macros to end users, providing support and troubleshooting issues. • Managed broad range of installation, rollout and troubleshooting projects for Windows, iOS and Linux operating systems. • Provided assistance support in person and by phone to the office staff. • MSSQL server hands on installing and troubleshooting FedEx and UPS shipping software.

• Provided technical and operational leadership for teams of technical support troubleshooting. • Coach and mentor tech support agents to ensure the highest rate of first-time resolution. • Researched advanced technical issues and updated knowledge base. • Lead Technical Support agents for troubleshooting hardware and software issues on desktops and laptops products on the leading outsource call center in South Florida. • Promoted to Technical Support Manager in 2001.