• Provided technical support for 700+ users and ensured proper maintenance of workstations, printers, servers, and peripherals. (HP desktops and laptops, Panasonic toughbooks and toughpads, HP servers and switches, Canon and Xerox printers)• Responded to user service requests (phone, email, and walk-ins) and expediently resolved trouble tickets using BMC Footprints to maximize system uptime.• Deployed workstations, installing operating systems (Microsoft MDT), applications (Microsoft SCCM), and drivers, and configuring network properties and hardware.• Supported disaster recovery plans, performing regular backups of network files and recovering files using Veritas Backup, and imaging computers prior to upgrades and deployment using Microsoft MDT.• Key Achievements:o Consistently improved customer service and technical knowledge while maintaining outstanding record of technical support, resolving a majority of trouble tickets without having to escalate to other specialists through learning various systems and applications.o Significantly reduced printer installation time and difficulty in field offices by developing and consistently updating support web pages. These web pages allowed the customer to install printers to their computer from any location while logged into company network.

• Assisted 1000+ students and faculty users in resolving various hardware and software issues.• Oversaw the daily performance of computer systems by making sure computer lab and classroom resources were working as requested by students and professors.• Provided support for workstations (Dell desktops and laptops, iMac, and printers.• Deployed images to desktops using Norton Ghost software.• Responded to user service requests and rapidly resolving ticket requests from users.• Trained new technicians and making sure all technicians followed existing guidelines and levels of service.• Key Achievements:o Consistently worked on improving server to users and was able to advance to Senior Helpdesk Technician, where I was called on to help manager the helpdesk facility and the other technicians.o Designed the transfer of an old WIKI system to new knowledge base and maintained knowledge base and FAQ site.