Responsible for all second-level IT operations support through taking calls and online requests handling the resulting incidents or service requests, using the incident management and request fulfillment processes.

o Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issueso Support 1200+ business collaborates of all tierso Demonstrated ability to provide user support by means of remote access toolso Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and softwareo Monitor, distribute, and respond to ticket request in the web-based ticket system Numerao Documented success in responding all inquiries and tickets in a timely mannero Evaluated, planned and coordinated deployment of hardware and software upgrades.o Assisted in the hardware set-up and VOIP rollout

o Hewlett Packard representative for Bank of America in the Cape Cod/ Southeastern Massachusetts and Northeastern Rhode Island areaso Troubleshoot, configured, and repaired laptops, desktops, printers, and serverso Installed applications from Tivoli database to end users workstationso Performed data transfer utilizing LMDTo Desktop support for software and hardware issueso Imaged and re-imaged PC’s with standard corporate image using Symantec Ghost v7 and 8o Worked extensively with vendors ordering partso Performed system backup and recovery activitieso Utilized a web-based ticket system to receive and update calls

o Assisted Network Engineer in troubleshooting hardware, software, printer and networking issueso Performed upgrades and installations on existing operating systems (Windows XP, Windows NT)o Deployed new workstations (transferring files and set up)o Provided assessments of all supported hospital computers and printers