Manages, develops, and retains high performance Service Desk L1 Technicians Manage 24x7 Service Desk availability including coordination of off-hours support staff and on-call contact lists. Train, coach and mentor Service Desk Technicians Establish key metrics and develop/provide effective reporting of KPI's and trends to IT Conduct “Deep Dives” into metrics and processes to develop strategies for enhancement and improvement of Service Desk Ensure proper handling of Major Incidents and conduct Post Incident Review meetings for all Priority 1 and 2 incidents

• Documented and defined ITIL processes for Service Catalog• Analysed current Support Services process and created MS Visio workflow charts to develop a scalable operations model with a well-documented road maps and goals based on the current business needs.• Assisted in creation of Incident Management processes.• Completed a two day Business Analyst workshop for ITIL Service Catalog

• Manage and coordinate daily coverage for the 20+ Help Desk Level II Corporate Campus team.• Approve and manage all sick, vacation and non-paid time off request• Run daily management reports• Complete weekly audits of each building techs assets and their building racks• Coordinated and worked with third-level support, and other support groups to ensure the issue is resolved to the customer’s satisfaction.• Ran weekly team meetings to discuss trends, allow team to discuss possible areas of improvement for the team or general processes.

• Created the company’s first Windows image deploy-able via Windows Deployment Server using Windows Server 2008. • Handled and responsible for all escalated laptop, desktop and smartphone related issues.• Used Active Directory to create new Windows accounts as well as edit and update user accounts as needed.• Created and managed all exchange mailboxes.• Activated, updated and cancelled all corporate smartphone services.

• Manage all software license entries into Remedy. • Lead tester for installation package of MS Office 2007. Lead trouble-shooter for problem installs of MS Office 2007. • Lead tester for new XP 3.7 Windows OS corporate image. • Recreate missing software packages on Altiris Deployment Servers globally.• Responsible for following up on all server alerts from Dell worldwide through Dell Management Console. • Responsible for verifying and resolving issues reported by the help desk for both XP and Windows 7 OS corporate images. • SCCM Operator and trainer for the help desk support team.

• Provide remote and in person support of Production and Lab desktops and laptops for Broadcom employees• Diagnose and collect relevant data for troubleshooting to repair workstation connectivity issues, corrupted operating systems and defective hardware peripherals. • Perform data migrations, re-installation of Windows OS, data backups and recoveries. • Managed remote access (SecureID) account issues-soft and hard tokens, • Assisted users with exchange account issues: OST and profile corruptions, creating email aliases, and assisting in archiving emails to PST files. • Activated email accounts for Blackberry, Andriod and iPhone users using, BES, AirWatch and Active Sync. • Set up and trained new employees on all IT equipment, including software, to provide them a smooth transition into their new positions. • Managed and configured Cisco IP physical and soft phone extensions, backgrounds, buttons and voicemail using Cisco Management Console and Cisco Unity.• Managed software deployments to workstations via server consoles, Remote control software, and desk side visits to ensure a fast response and completion time for customers.

• Documented and tracked all end-user requests and interactions in Remedy Support Tool. • Assisted users in unlocking and or resetting Windows domain accounts. • Supported and resolved issues with Exchange accounts, Blackberry, Android and iPhone configurations and general questions for end users using corporate email in their company cell phones. • Troubleshot, found and resolved virus issues utilizing malware and virus scanning software.• Installed and configured and troubleshot, Cisco IP Communicator for end users requesting or having issues with IP softphone. • Assisted users with Windows Citrix by providing user education and or adding them to proper groups as needed within Citrix.