Diagnose and resolve unique, nonrecurring problems associated with software and operating systemsConfigure, deploy, maintain, troubleshoot and support desktops, laptops, printers, mobile devices, phones and other equipmentInstall and support PC, laptop, tablet and mobile hardware and softwareCreate alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop functionParticipate in hardware and software reviews and recommend… Show more Diagnose and resolve unique, nonrecurring problems associated with software and operating systemsConfigure, deploy, maintain, troubleshoot and support desktops, laptops, printers, mobile devices, phones and other equipmentInstall and support PC, laptop, tablet and mobile hardware and softwareCreate alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop functionParticipate in hardware and software reviews and recommend purchasesMaintain inventory of installed software, manage software licensing and create policies and procedures for upgradesWork with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on scheduleAnalyze and make recommendations for hardware and software standardizationDocument procedures, standards, best practices configurations, settings, installation sequencesIdentifying, troubleshooting, resolving, and documenting user system issuesMaintaining customer satisfaction in every step of the service deliveryInstalling, provisioning, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client/server network environmentUtilizing remote monitoring and management software to resolve user requestsDocumenting, reviewing, and improving existing or new procedures and workflowsResponding to user support request tickets, calls, and emails, assigning ticket severity, updating service work notesEstablishing a high level of personal credibility and building strong relationshipsMaintaining ownership of service tickets throughout the life span of the support requestCollaborating with other staff and vendors to resolve requestsEnsuring the security of all configurations made on end user systemsProviding updates, status, and completion information to managementTrain users to use technology that is required for their job Show less

Identifying, troubleshooting, resolving, and documenting user system issuesMaintaining customer satisfaction in every step of the service deliveryInstalling, provisioning, supporting, configuring, evaluating, maintaining, monitoring and analyzing systems and software in a client/server network environment. This includes work in Active Directory, asset management software and other systemsUtilizing remote monitoring and management software to resolve user requestsDocumenting… Show more Identifying, troubleshooting, resolving, and documenting user system issuesMaintaining customer satisfaction in every step of the service deliveryInstalling, provisioning, supporting, configuring, evaluating, maintaining, monitoring and analyzing systems and software in a client/server network environment. This includes work in Active Directory, asset management software and other systemsUtilizing remote monitoring and management software to resolve user requestsDocumenting, reviewing and improving existing or new procedures and workflowsResponding to user support request tickets, calls and emailsAssigning ticket severity, updating service work notes, and prioritizing work to resolve complex support user issuesEstablishing a high level of personal credibility and building strong relationshipsMaintaining ownership of service tickets throughout the life span of the support requestCollaborating with other MP staff and vendor support resources to resolve requestsParticipating in ongoing personal training and attainment of technical certificationsEnsuring the security of all configurations made on end user systemsProviding updates, status, and completion information to managementTraining users to use technology that is required for their jobAssisting with field work as requested by supervisorKeeping current Microsoft certifications as well as obtain further levels of education as requested by supervisor Show less

Install, configure, and support a variety of consumer electronics on display in retail environments including cell phones, tablets, digital cameras, Samsung televisions, and Bose and SONOS speakers.Install, configure, and maintain alarm systems securing cell phones and other high value items.Train retail staff to troubleshoot, arm, and disarm security devices as needed.Maintain on-hand inventory of consumable parts.Provide on-call support to repair or replace alarms in retail… Show more Install, configure, and support a variety of consumer electronics on display in retail environments including cell phones, tablets, digital cameras, Samsung televisions, and Bose and SONOS speakers.Install, configure, and maintain alarm systems securing cell phones and other high value items.Train retail staff to troubleshoot, arm, and disarm security devices as needed.Maintain on-hand inventory of consumable parts.Provide on-call support to repair or replace alarms in retail locations. Show less

Provided level one technical support to 500+ companies located nationally.Created new users in Active Directory and assign to appropriate Organizational Units.Created email accounts in Microsoft Exchange and link to users AD account.Changed user passwords upon request.Disabled or removed AD accounts upon employee termination.Triaged tickets received via email and assign to appropriate technician. Averaged 100+ tickets moved per day.Averaged 8.5 tickets closed per… Show more Provided level one technical support to 500+ companies located nationally.Created new users in Active Directory and assign to appropriate Organizational Units.Created email accounts in Microsoft Exchange and link to users AD account.Changed user passwords upon request.Disabled or removed AD accounts upon employee termination.Triaged tickets received via email and assign to appropriate technician. Averaged 100+ tickets moved per day.Averaged 8.5 tickets closed per day.Created thorough and accurate documentation of all assigned incidents from time of report through resolution.Provided service updates to customers regarding their incident reports via phone or email.Monitored remote networks and investigated potential network outages.Created and updated documentation of processes for other Support Technicians. Show less

Provided basic technical support for 1000+ users via phone, email, or face-to-face.Completed Microsoft Licensing Audit on all company hardware and licensed software during 2016.Imaged new computers, installed and configured software, then deployed hardware efficiently.Reimaged old computers and prepared for reuse or sale.Evaluated condition of computers received from acquired companies, reimaged and prepared for donation or auction.Diagnosed and repaired or replaced root… Show more Provided basic technical support for 1000+ users via phone, email, or face-to-face.Completed Microsoft Licensing Audit on all company hardware and licensed software during 2016.Imaged new computers, installed and configured software, then deployed hardware efficiently.Reimaged old computers and prepared for reuse or sale.Evaluated condition of computers received from acquired companies, reimaged and prepared for donation or auction.Diagnosed and repaired or replaced root cause of PC hardware malfunctions.Created thorough and accurate documentation of all assigned incidents through completion or escalation.Updated and maintained IT inventory database.Updated and maintained warranty database.Created and updated images and drivers for two operating systems on eight different models of PCs.Created and updated documentation of processes for future interns.Removed viruses and malware on company owned computers. Show less

Provided Level One technical support for 800 users via phone, email, and face-to-face.Provided remote support using Remote Assistance, Remote Desktop, PDQ Deploy, and Team Viewer.Supported a wide variety of hardware and software in a production environment.Imaged new PCs, install and configure software, and deploy efficiently.Updated and maintained IT inventory database.Virus removal on company owned computers.Backed up user data upon employee termination.Created… Show more Provided Level One technical support for 800 users via phone, email, and face-to-face.Provided remote support using Remote Assistance, Remote Desktop, PDQ Deploy, and Team Viewer.Supported a wide variety of hardware and software in a production environment.Imaged new PCs, install and configure software, and deploy efficiently.Updated and maintained IT inventory database.Virus removal on company owned computers.Backed up user data upon employee termination.Created thorough and accurate documentation of all incidents from time of report through resolution.Diagnosed and repaired or replaced root cause of PC or printer malfunctions.Diagnosed and repaired network connectivity issues. Show less

Imaged new PCs, installed and configured software, and deployed computers efficiently.Updated software and hardware on university owned computers and tablets.Removed viruses and malware from student laptops.Provided technical support to all students and faculty.Monitored computer labs for usage that violates the Terms of Use.Assisted students with AD and email password resets.

Oversaw all aspects of a $4 million/year quick-service restaurant.Hired, trained, developed, and managed a team of 125 crew members, 15 crew trainers, 10 Certified Shift Managers, and 2 Assistant Managers.Composed weekly performance and profit update emails to McDonald's Midwest Region Director of Operations.Facilitated weekly conference calls focused on profit, specifically food cost reduction and labor cost reduction. Taught biweekly crew trainer, management development, and… Show more Oversaw all aspects of a $4 million/year quick-service restaurant.Hired, trained, developed, and managed a team of 125 crew members, 15 crew trainers, 10 Certified Shift Managers, and 2 Assistant Managers.Composed weekly performance and profit update emails to McDonald's Midwest Region Director of Operations.Facilitated weekly conference calls focused on profit, specifically food cost reduction and labor cost reduction. Taught biweekly crew trainer, management development, and ServSafe food safety classes for six restaurants.Served as Patch Profit Lead October 2012 - June 2013.Served as Patch Performance Lead January 2012 - June 2013.Increased Sales vs. Prior Year 10% each month November 2011 - June 2012.Increased Profit after Controllable Expenses by 6% each month October 2011 - June 2012.Improved Cash Flow vs. Prior Year by $42,000 in 2012. Show less

Managing Profit and LossAttract, Retain, Develop and Promote high quality customer focused employees.