Provide support to over 1000 users in a Windows environment.Install and configure Windows 7, 8.1, 10 using SCCM.Lead and manage new hire users by establishing procedures and fielding inquiries.Created the process for managing a new hire class from start to finish.New hire orientation speaker. In charge of speaking in front of classes of 110 plus people.Work with Network engineers in completing tasks such as switch replacements and troubleshooting network issues.Resolve and troubleshoot tickets using CA Service Desk in a timely manner.Create knowledge based articles (KBs) on new procedures and process for ticket resolutions. Tested and worked with CIO and network engineers on implementing live video streaming capabilities.Lead projects assigned by the RTA such as collaborating with users and the security team, create procedures for high priority users, and work directly with partners on time-sensitive projects.Organized, catalogued, and created a layout for asset management. Responsible for providing IT network support to multiple users as well as other routine tasks.

Provide support to over 200 users in a Windows/Citrix environment.Responsible for handling multiple client accounts’ IT networks.Managed Windows Server 2003, 2008, and 2012 operating systems.Create new users and edit their profiles in Active Directory 2003, 2008, and 2012.Managed Exchange Management Console.Install Windows 7 and Windows 8.1 operating systems on desktops and laptops.Troubleshoot and install network printers.Add VPNs and corporate email to users IPads, IPhones, Android, and Blackberry devices.Configure and manage switches, routers, and VOIP phones.Install hardware, software, configure, image, test and swap desktops, laptop and tablet PCs. Problem-solving/troubleshooting PC issues via phone, RDP, and in-person.

Troubleshoot customer’s cell phone devices in person and over the phone, tablets, and internet modems by replacing batteries and utilizing AT&T’s troubleshooting site as a reference.Worked with Microsoft Outlook by receiving and sending emails, calendar, etc.; Word creating informational pamphlets for my coworkers; and Excel by saving customer information for follow-up. Assisted with customer decision making by explaining the variety of cellular devices and accessories. Demonstrated how to use new cell devices to customers. Attended job training for tablets, Android, Blackberry, and Windows devices. Submitted personal information on behalf of the customers in order to create accounts that best suit their needs.Received acknowledgement for superior customer service.Translated for Spanish speaking customers.