• Actively participates in emergency response procedures, maintaining existing Critical, dispatch and in-house Data Centers. Responsible for any customer/vendor request as well as escalations.• Attentive to Return Merchandise Authorization (RMA) parts incoming/outgoing shipments. Compare packing lists with purchase details to ensure accurate make, model, serial numbers, and quantities are received and processed.• Perform onsite and remote hands-on support (e.g., power cycles, physical environment, and cabling inspections, swap out failed components, hardware upgrades, testing of copper and fiber cables, and enter troubleshooting commands).• Conduct housekeeping checks of all Data Centers, Computer Rooms, Central Offices or Lab environments after any service call.• Support ServiceNow Change Management System, Service Request, updating incident, Parent & Child tickets associated to the field technicians’ group.• Troubleshoot and triage server failures to determine the most efficient path to getting a server back online for the customer.

Helped solve customer's issues via in person, phone, email,and remote session.- Receive, triage, and troubleshoot a variety of hardware andsoftware issues. Ranging from (but not limited to) hardwarereplacements and upgrades, VMware compatibility and setup,networking issues, login credentials, Also provided installmentand upgrade assistance to on-site locations.