• Provide hardware/application support for the DTC warehouse.• Supports Dell desktops and laptops hardware break/fix and Deskside Software Support - Image PC's using PXE Boot and Acronis True Image• Create, unlock and reset password accounts for Kisoft (KNAPP) and Manhattan (WCS)- Disabled and deleted terminated users from these systems as well• Unlock accounts, reset password, add and remove users to groups using Active Directory- Added Computers into AD during imaging process.• Logged all incidents in ServiceNow ticketing system.• Provided next shift a shift handover document detailing if any major events happen on previous shifts

• Knowledge Transfer - Built Extensive Knowledge base for DSI client with information provided by QIMS/DSI. Updated the knowledge base when changes occurred.• Trained Level 1 Technicians on Client Specific Applications and hardware obtained from Knowledge Transfer.• Performed Open/Closed call review on tickets daily. Updated tickets with correct information, QA/remediate techs when applicable, and report any issues/trends to client based on these findings.• Periodically perform random QAs on technicians and remediate when necessary.• Monitored all escalation activities on issues that could not be resolved at Help Desk and escalated them to Client contacts if not properly escalated. De-escalated issues that could be resolved at desk. Remediated Level 2 technicians if necessary.• Work with hardware repair team weekly to see if there are trends occurring regarding hardware repairs. Ex.. Most of the repairs coming are related to LCDs not working• Attended weekly/monthly client meetings to inform client of call trends and of any new issues that have not occurred before.• Perform UMA roll, monitoring Termination and New Hire reports, updating customer profiles in Horizon CRM as they come in from the client.• Relay information about client specific events to the team as they become available. Knowledge Base Object updates, new information on deadlines/launch dates, etc.

• Checked Active Directory to see if accounts were locked out • Trained and Mentored Level 1 technicians in client specific applications • Monitored escalation activities on issues that could not be resolved at Help Desk and escalated them to Client contacts. De-escalated issues that could be resolved at desk, remediated Level 1s if this was the case.• Attended POA meetings in place of Subject Matter Experts upon client request.• Did open call review on accounts when Subject Matter Experts were away from desk for extended periods, 1+ weeks.• Monitor Queues and alerted techs if calls are in Queue.• Took interactions if all level 1 technicians were occupied• Run Ambush report daily to gather call stats for all clients. Provided client SLA's to management and account supervisors.• Monitor Frustrated Freight to insure there are no items in there that need to be returned to inventory. (This was also done as Subject Matter Expert.) • Relay information about client specific events to Level 1 technicians as they become available from clients upon Subject Matter Experts approval.• Provided Hardware and application support for Several Clients at once, troubleshooting issues ranging from VPN/networking issues to iPhone/iPad support. • Put up blocker messages at client request to inform customers of important events, such as server outages which could affect call volume.• Troubleshot pocket PC’s such as HP IPAQ’s and Dell Axim’s as well as activesync connectivity between laptop and Pocket PC. • Learned proprietary Siebel/Veeva applications for clients and troubleshot basic navigation and usage issues.