Customer-focused professional helping individuals and organizations leverage IT to create value. Recognized for providing outstanding customer service by way of best-in-class onsite and remote assistance. Excellent analytic and communication skills underpin superior ability to translate complex technical jargon into user-friendly concepts and terms as well as develop and deliver insightful trend analysis for leaders. Calm under pressure—demonstrated ability to lead simultaneous urgent projects and provide team leadership and management oversight. Superior ability to drive organizational performance—including technology and process adoption—by mentoring and training others on customer service and issue resolution processes. Expertise includes:• Problem Determination & Root Cause Analysis • Reporting & Documentation• User Acceptance Testing • Troubleshooting • Project Management • Cross-Functional Team Management & Development • Computer Networking