• Provided service for multiple end users via ServiceNow ticketing system• Successfully upgraded hardware on networked computers including RAM upgrades, hard drives, & graphic cards• Diagnose/resolve application issues by researching problems using department knowledge base, FAQ’s, or log sheet• Facilitated New Student Orientation for DeVry Education Group – Irving Campus at the beginning of each session• Configure and manage printers• Proactively monitored antivirus software and updates• Escalate problem calls that need additional assistance to appropriate personnel• Maintained accurate reports of various loaner equipment to faculty and students• Installed and activated Aruba wireless access points for the entire Irving campus• Repaired infected computers with spyware, adware, and/or viruses• Performed essential inventory management by tracking, labeling, and processing inventory using Microsoft Access and UPC scanner• Imaged a completed lab of iMacs via Unix for the Web Graphic Design program

• Collaborated with the field operations team implementing a new purchasing plan for the dealers• Provides solutions to customer's technical issues by identifying the problem, researching answers and guiding the customer step-by-step through corrective measures for one-call resolution.• Help customers with the installation of cameras, battery replacements and other components• Provide recommendations on upgrades to the customer's current home security alarm or highlight advances in home automation • Assign technicians to visit a customer’s home if their issue cannot be resolved effectively over the phone• Act as liaison between dealers, and operations and accounting departments