Primarily over service and delivery of 10+ financial clients simultaneously in US, LAT, APAC regions while managing employees. The main function was providing quick resolution to escalated issues to meet service level agreements while prioritizing customer facing items. Other functions were to liaise with client IT departments in software, networking, and executive teams to ensure proper support is maintained now and in future planning. The leadership role entailed hiring and developing employees using best practices with a constant up-training mentality. Ensured team workloads were maintained via an internal ticketing system.Implemented a robust IT infrastructure strategy across US, LAT, and APAC regions for specific clients, facilitating a 20% increase in system uptime and optimizing operational efficiency through strategic vendor partnerships and advanced network solutions.Spearheaded cross-regional technology initiatives, significantly enhancing IT service delivery for financial sector clients, resulting in a 30% increase in client satisfaction scores as measured by post-service surveys.

Was a Senior Site Administrator of a corporate call center group. Responsibilities ranged from replacing equipment up to interacting with clients directly to adapt vendor software to function for and external network configuration. Primary role was to maintain systems in order to meet service level agreements. Liaised with clients to ensure up-time and testing are successful. Assisted with remote support, script writing, and up training of new administrators to keep ahead of any issues that arise. Assisted other engineers in SCCM support of over 2000+ North American workstations to ensure proper security patching. The position required occasional travel to other sites across the country with a 24/7 on-call availability without rotation.Assisted in the seamless integration and configuration of new software deployments across a corporate call center network, achieving 99.9% uptime and consistently meeting stringent service level agreements for 2000+ North American workstations.Streamlined IT support processes by implementing automated scripts and remote desktop management tools, enhancing issue resolution efficiency by 30% and minimizing system downtime across multiple call center locations.

The position entailed supporting client workstations remotely 24/7; recommending upgrades and security patches on a contractual basis.Executed 24/7 remote support for over 500 client workstations, implementing strategic system upgrades and security patches based on client contracts, leading to a 15% reduction in technical issues reported.Administered desktop environments and provided Level 1 and Level 2 support to an average of 200 users monthly, achieving a 98% satisfaction rate through efficient troubleshooting and resolution of hardware, software, and network issues.

Was the main helpdesk contact for an office of 100+ employee's assisting clients with internet connectivity issues. Would liaise with other offices to develop faster and simpler means of resolving issues impacting current service level agreements. In addition, was also tasked with training new employee's in computer troubleshooting and proper customer relations etiquette. During expansions would assist the system administrator in installation of new workstations and telephony equipment.Facilitated the resolution of over 500 connectivity issues per month, consistently maintaining a 95% SLA compliance rate while developing and delivering comprehensive training modules for new employees on troubleshooting and customer service best practices.Coordinated training sessions for over 50 employees on IT troubleshooting processes and customer interaction protocols, significantly improving first-call resolution rates by 20% over six months.

The team's main focus was to improve relations with business clients by providing a single point of contact to technical support. The company was contracted to assist users with connectivity issues, Microsoft Office support, and general workstation upkeep.Partnered with specialists to lead the training of new IT protocols, resulting in a 40% decrease in resolution time for connectivity and Microsoft Office issues over a 6-month period.Coordinated a team of IT Support Analysts to streamline issue resolution processes, achieving a 50% reduction in average resolution time for technical support requests within 3 months using ServiceNow.

Was a student tasked with instructing other students in basic maintenance of desktop computers. The end result being that the students would obtain A+ certification. In addition, other responsibilities were to maintain the computer labs systems and local area network.Trained peer technicians on desktop maintenance to support A+ certification achievement, managing labs and network systems for seamless educational delivery without downtime.

Was employed as a technical support representative for MSN dial-up internet services. Supported connectivity issues and also assisted users of MSN TV with basic usage of the service.