• Responsible for driving incident resolution with full ownership post triage team for designated business groups• Facilitate and process Service Requests and participate in project planning and coordination for their business group• Monitor and communicate impacts and trends related to assigned business groups• Maintain current knowledge of relevant technologies by participating in all stages of the lifecycle• Manage individual capacity and balancing time between operations and initiatives, meeting expectations for ongoing resourcing processes• Assist and collaborate with Tier 3 teams in problem and major incident management activities specifically identification, research, and initial vendor contact• Participate in testing new technologies for impact analysis and transition to support operations

• Provided end to end support over the phone to outside customers• Advanced troubleshooting of Windows 7, 8, 8.1, and 10• Worked with both Windows engineering and customer support teams to improve products.

• Provided customer support services via Help desk both on the phone and on site.• Fixed connection issues to Sharepoint and Exchange• Pushed software out to computers with SCCM and Software Center• Supported periphials such as mice, keyboards, monitors, printers, and network connectivity.• Operating systems: Windows 7, 10.

• Provided both remote and on site support to 2,000+ branch and corporate workstations.• Worked with Active Directory and SCCM to manage PCs and Users.• Pushed out software installations and scripts to workstations through SCCM• Built new users into Active Directory, as well as added them to the required security groups.• Managed users and mailboxes in exchange including creating, modifying, and deactivating users.• Operating systems: Windows 7, 8, 10, Server 2008, Server 2012• Was one of the few contractors offered a full time position.