Served as a primary contact for help desk technical support for desktop, laptop, software and network for local and remote employees. Performed daily hands-on and remote troubleshooting and repair. Replaced and installed new hardware as required. Built and managed all desktop and laptops with Windows 10/11 based on requirements utilizing new desktops or laptops. Used different types of applications to resolve issues: Admange,Desktop Central, Acronis backup, McAfee and Trellix, SENTINELS, JIRA and REFTAB among other applications. Cooperate with other departments to resolve customer issues and escalations.

• Provide support and implementation of POS environment for all Empire Stores as part of the SDS-POS migration for 124 store locations. • Responsible for executing and delivering on project milestones and deliverables as outlined by HVHC management. • Conduct a Comprehensive Health Check on each POS system at each of the retail stores, assist in Configuring Credit Card Devices and Thin Clients prior to shipping as needed, assist in coordination of shipping and receiving IT equipment at each location and assume the responsibilities of Credit Card and Thin client installation at each of the retail store locations. • Diagnose and resolve software and hardware defects, including Windows O/S (Windows 7 / Server 2012) and 3rd party applications such as Adobe, Office, Symantec, etc. • Perform analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including repair for remote users as needed. • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. • Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc. • Assist in maintaining an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment, and adhering to HVHC Asset Management Process • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

•Attracts potential customers by answering product and service questions; suggesting information about other products and services.•Opens customer accounts by recording account information.•Maintains customer records by updating account information.•Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.•Maintains financial accounts by processing customer adjustments.•Recommends potential products or services to management by collecting customer information and analyzing customer needs.•Contributes to team effort by accomplishing related results as needed.

•Provides one-on-one end-user problem resolution over the phone for Personal Computer software. Remote Desktop Connection, and other programs to connect and resolve the issues for Virtual Private Network (VPN).•Diagnoses, troubleshoots and resolves basic issues regarding hardware and software access, security, reliability, and performance issues. Supports Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, and SharePoint) and Active Directory.•Use of SCCM and Sharepoint to install applications manually.