• Manage incidents and service request, priorities, scheduling tasks, providing technical support and good customer service• Provide technical assistance in hardware and software problem determination and coordination of the resolution of such problems• Analyze, troubleshoot and resolve complex hardware, software and network problems, either remotely or onsite• Configure and customize complex software based on user needs and IT standards• Triage and escalate issues to appropriate team• Follow departmental procedures for documenting incidents and service requests• Create, update and manage documentation of knowledge-based articles for future incident and request resolution• Participate in departmental process improvement, goal planning, and staff meetings• Provides technical training to other staff and contractors, as well as, provide ad hoc basic technical training to customers• Work with outside resources and vendors to find solutions to complex hardware and software problems• Follow departmental procedures for documenting service incidents and requests• Work independently to solve problems with all types of computer hardware and system software• Seek assistance from and provide assistance to colleagues• Assist in troubleshooting complex problems to maintain network directory integrity• Provide technical support for specialized and/or confidential systems• Establish successful positive service-oriented relationship with customers• Use tact and diplomacy to deal with confidential and sensitive material• Stay current on skills necessary to complete technical support functions• Displays the good judgment to know when to escalate critical production problems for urgent resolution

Performed maintenance and support of personal computers, software and peripheral equipment, identifying problems and providing appropriate solutions- Installed desktop image, operating systems and applications- Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions- Performed hardware and account setups for new employees- Provided off hours support for high priority issues- Set up and configured wireless access points and maintained client connectivity- Provided maintenance, installation and configuration of network and workstation hardware and software- Provided Level 2 support and managed trouble call ticket incidents to resolution- Responded to customers with a high degree of urgency to their needs and requests.- Diagnosed and corrected applications and operating systems software issues including peripherals and hardware issues.- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists- Worked closely and effectively with customers to replace/repair defective hardware and software- Managed the deployment, maintenance, support and upgrade of desktop PC's, hardware software, operating systems and distributed printers.Professional SummaryCustomer service focused Technical Support Specialist with 9 years career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.

- Provides support for Mac OS X and Windows Operating Systems – enterprise environment.- Install, configure, and maintain software, hardware, and related peripherals- Support and configuration of Tablets / Smart Phone technologies and apps including Surface, iPad, iOS, Windows.- Troubleshoot and resolve hardware, software, printing, phone, and A/V problems.- Experience doing Break/Fix repairs on desktops, laptops, mobile devices and printers. - Experience with the configuration and setup of desktops, laptops and network systems- Install / Re-install various software packages and updates- WiFi and VPN connections troubleshooting.- Provide Hardware and Software support and troubleshoot.- Work with Microsoft Windows Active Directory, SCC, Clouds Storage with Sharepoint and SAP.

- Provides first-level technical support to all Intel Mac users over the phone in a Help Desk environment.- Use Apple Remote Desktop (ARD) tool for deploying software and managing Macs on Intel's Network infrastructure.- Perform software builds on Macs to get them ready for deployment to new Intel hires and refreshes

Responsibilities: Diagnose and troubleshoot various hardware and software issues for AppleCare customers via the telephone and over chat.Answer a vast array of questions which range from troubleshooting internet connection problems to instructing AppleCare Customers on how to use their Apple products and escalate calls to Tier 2 technical advisors when required.Provide outbound sales of AppleCare Warranties, Apple computers and Accessories. Also iPod media devices and accessories.