• Responded onsite to technical service requests on enterprise-level servers, PC and laptop computers, computer and telecommunications systems as well as networking devices at client locations in the Dallas, TX area.• Experience installing, updating, and troubleshooting Windows 7 / 8 operating systems• Experience supporting Windows 2008/2012 Server operating system and hardware• Experience troubleshooting and supporting Microsoft Office 2007/2010/2013 products• Experience with troubleshooting and cleaning virus / spyware / adware / malware infections• Experience installing and supporting network attached printers and copiers• Experience installing, configuring, and upgrading a wide range of network devices, such as switches, firewalls, and routers

• Identified, researched, and resolved technical problems and escalated problems to other support teams when necessary for inbound and outbound calling.• Documented incidents/problems, clearly documenting the issue using Remedy with troubleshooting steps taken.• Assist with configuration of Apple's OS Devices, Android Devices, Wireless Broadband Cards and Smart Security Key Cards

• Troubleshot & supported up to 6500 software applications, various hardware/software configurations and ran appropriate testing & diagnostics.• Identified, researched, and resolved technical problems and escalated problems to other support teams when necessary.• Documented incidents/problems and clearly documented the issue using Remedy, troubleshooting steps taken, and comments in an incident management system.• Troubleshot and resolved issues for Cisco I.P and Avaya phones, Cisco Anyconnect VPN, Security Token Administration.