• Manage service request workload - including documentation and communication• Provide first and second level support functions for all end-users• Configure and deploy new desktops, laptops, and mobile devices for associates• Backup and restore systems utilizing imaging software (WDS)• Provide functional and technical support for current and future applications, including O365• Provide software training for new and existing associates• Maintain and support all IT-related equipment including (but not limited to) user desktops, laptops, printers, peripherals, telecommunications equipment and mobile devices• Recommend upgrades, patches and/or new applications and equipment upgrades• Act as a resource to the team on implementations of new technology• Provide high level customer service for all support requests in line with Service Management Principles• Take ownership of customer inquiries/problems and proactively address those issues in a timely-manner• Promptly document and update assigned support calls/ requests within Service Cloud, including detailed resolution• Escalate complex calls to the appropriate IT Support associate• Coordinate and monitor assigned external technical support matters as needed

• Responsible for ensuring all calls are handled in a timely manner• Tracked all open tickets while guiding Tier 1, Tier 2 analysts• Made change recommendations to processes and policy • Monitored KPI's and SLA's• Helped analyze data for trends and help identify solutions to resolve large trends• Coached and mentored analysts to improve performance and drive efficiency• Provided project support, configuration management, and application monitoring • Participated in problem management operations • Provided exceptional customer service to our internal customers• Ensured all contacts are logged - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool• Developed strong relationships with client and escalation groups • Provided an escalation path for Level 1 analysts • Primary contributor and reviewer of knowledge base• Participated in the development and maintenance of Service Desk procedures and doc-umentation• Participate in ongoing training for service desk operations• Lead and delivered on small or medium projects that may be assigned

• Answered inbound calls participating in a Service Desk queue• Created, worked and documented tickets for Customers• Provided technical customer support via telephony and e-mail ticketing• Acknowledged and set expectations with Customers in a timely fashion• Troubleshooted basic to advanced technical problems• Provisioned, maintained and retired Active Directory accounts and information• Provisioned, maintained and retired Exchange mailboxes and resources• Provisioned, configured and shipped mobile devices to Customers (Samsung, Apple, etc.)• Provided end-user support for mobile devices (Samsung, Android, SOTI, etc.)• Identified and purchased end-user equipment (desktop, laptop, monitors, peripherals, etc.)• Received and documented receipt of goods for incoming orders• Installed and configured workstation operating systems (Microsoft Windows)• Installed and configured workstation applications (Microsoft, Adobe, VPN Client, etc.)• Measured and maintained inventory levels of supplies (keyboards, mice, headsets, etc.)• Troubleshooted end-user device network connectivity (Wired, wireless, VPN, etc.)• Installed, configured and troubleshooted peripheral devices (printers, scanners, media, etc.)• Troubleshooted, coordinated and verified hardware warranty repairs (HP)• Served as first escalation point for Jr. level Support Specialists• Mentored and supported Jr. level Support Specialists

Answered inbound help desk calls for technical related issues · Troubleshooted various technical issues and use multiple resources for resolution· Created and closed incidents within ServiceNow ticketing system· Reviewed resources to identify trends and issues· Created and assigned incidents that need priority handling and/or after hour work· Served as liaison between departments · Utilized tools such as Active directory, Aloha (CMC, CFC), SuperPuTTY, ServiceNow· Provided exceptional customer service

Provided technical support in person, by phone, and email• Dispatched and traveled to multiple locations • SCCM / PC imaging· Hardware deployment and preparation · Monitored ticketing through Service Now and Helpdesk Authority· Support for VPN and Cisco phone system· Active directory · Various special projects including (maintaining salvage inventory, PC expirations, PC upgrade project)

• Assisted with Cost Change Analysis Project• Corresponded with 150 + suppliers to obtain current and future pricing• Reviewed pricing template for accuracy• Uploaded roughly 160 pricing templates into SAP system• Managed spreadsheets to track data flow and progress• Maintained communication files for company auditing

• Data Entry into online business directories• SEO - Search Engine Optimization• Increased sales of products • Organized and interpreted Google analytics data • Created reports for customers showing value of product and outcomes• Customer service liaison for SEO department• Project Management• Developed and wrote training materials and created how-to videos• Developed and wrote policy & procedures• Assisted with new hire recruitment, orientation, and training• Organized and interpreted data to keep main database updated and accurate • Assisted with website development• Interpreted and analyzed data to maintain working websites• Supervised and delegated to SEO interns• Helped to develop and test new productivity tools

• Billing of products contributing to $350,000 a month department revenue• Coordinated the installation of consignments in doctor offices and hospitals• Monitored traceability records and processed consignment transactions• Data entry and maintaining database of accounts• Upheld FDA regulations while conducting and reconciling audits for inventory • Analyzed reports and spreadsheets for accurate data of customer files• Liaison between consignment department, medical facilities, and sales reps• Trained new hires • Help to develop and test new productivity tools and resources

• Supervised back storeroom and big ticket area - $4 million department• Facilitated 4 truck deliveries a week during holiday season / 1 a week during off season• Increased sales by engaging in customer conversation and product knowledge• Responsible for maintaining organized warehouse• Supervised truck unloading and stocking of product• Maintained department staffing and training of new hires• Reduced theft by controlling locked high value items• Maintained sales floor including price changes, organization and inventory

• High volume in-bound customer service for BMW, Mini Cooper and Rolls Royce• Helped to reduce number of calls by providing exemplary customer support • Processed car payments and answered general questions• Maintained customer database• Data Entry• Increased credit card sign ups by achieving 2 per shift• Customer service liaison between internal and external clients• Sales of current products and promotions

• Provided in-bound and out-bound customer support for pharmacies • Obtained patient information from doctor offices and pharmacies• Maintained customer database• Data Entry • Worked with pharmacies to quickly and correctly process medication orders

• Worked with provider offices to obtain information regarding patient claims• Medical management of worker’s compensation claims • General clerical duties (filing, faxing, general correspondence, and answering phones) • Coordinated patient care and approved treatments• Coordinated return to work plan for injured patients• Conducted meetings with employers to go over return to work plans and treatment• Data-entry• Maintained customer database