• Serviced residential and business clients• Maintained client IT infrastructure according to individual needs• Troubleshot issues to the extent required to solve them• Worked to ensure clients are fully satisfied with the resolution provided• Repaired hardware and maintained software across multiple platforms• Removed assorted malware and viruses from client machines• Maintained accurate documentation for both Integral and its clients • Performed assorted other duties on an as-needed basis• Designed forms and procedures for inventory and case tracking, and codified processes which were formerly intended but inconsistent

• Assisted American Red Cross users with biomedical device operation and maintenance, account maintenance, and data tracking• Managed communication between users and resolution teams• Operated two call tracking systems in tandem• Performed documentation maintenance• Applied scripting tools to automate a lengthy case management project, reducing overall project length from several months to two weeks