• Provides advanced technical advice and guidance on the installation, adaptation, configuration, or enhancement of end-user software, hardware, and networks.• Performs incident resolution with users, guiding them through a series of steps to determine the problem and classifying the level, priority, and nature of the most complex problems.• Provides expertise for the resolution of technical problems, troubleshooting products, and modifying products to meet customer requirements.• Offers expert technical support for the installation and repair of complex systems and outages.• Reviews system configurations to ensure successful implementation of services into production.• Maintains system stability through advanced troubleshooting, timely incident resolution, and proactive maintenance to maximize availability and achieve optimal Mean Time To Repair.• Collaborates with developers and engineers to minimize recurring incidents and provides consultative assistance during off-hours as needed. Offers training to customers.• Designs, troubleshoots, and maintains IT infrastructure.• Possesses a strong working knowledge of workstation operating systems.• Experience with VMWare, Hyper-V, Cisco, NAS/SAN storage, VPNs, Exchange, O365, and SQL.• Configures and maintains Windows Server, Active Directory, and Group Policy.• Installs and manages firewalls, switches, Wi-Fi, and other network hardware.• Proficient in troubleshooting and maintaining Android and iOS mobile devices.• Documents processes, standards, and procedures for client systems.• Researches and implements new hardware, applications, and IT-related services.

• Installed and configured computer hardware operating systems and applications.• Troubleshot system and network problems, diagnosed and solved hardware or software issues, and set up systems or resolved issues.• Set up new users' accounts and profiles and dealt with password issues.• Responded within agreed time limits to call-outs.• Prioritized and managed multiple open cases at one time.• Tested and evaluated new technology.• Replaced parts as required.• Developed product and selling strategies.• Actively and successfully managed the sales process, including lead generation, credentials pitch, asking questions, solution pitch, negotiation, close, and handover to the account management team.• Served as the first point of contact for technical and software issues for all customers.• Provided technical support, troubleshooting, and retail sales for Microsoft products and accessories/software installation.• Provided technical guidance to customers on Microsoft products, identifying the most understandable ways of presenting technical concepts to a wide variety of audiences.• Trained staff on Microsoft Office, Windows 7, 8 & 10, and provided installation troubleshooting on MAC operating systems.• Handled technical issues, system repair, data recovery, and debugging errors for customers.• Analyzed and provided technical support for Microsoft Outlook.• Resolved issues regarding Windows and macOS.

• Troubleshooting system and network problems and diagnosing and solving hardware or software.• Monitoring and maintaining computer systems and networks.• Setting up new users' accounts and profiles and dealing with password issues.• Performance maintenance activities (e.g. backups)• Maintain licenses and upgrade schedules• Administrate Server for Windows Updates and Patches, installation • Monitoring and maintaining computer systems and networks.