• Supporting employees, computers and office equipment in a mixed Windows / macOS environment, locally and remotely• Maintaining security of company data, utilizing various backup, intrusion, and threat mitigation software solutions, and hands on forensic investigation techniques.• Purchasing computer equipment to provide an efficient inventory of working assets for employees

Continuing to employ Creative and Methodical Techniques to Provide a Quality Technical Support Environment• Support 1000+ Engineers on Dell Laptops, including hardware and software support, locally and remotely, over phone and Skype for Business, RDP, and other means of communicating and control.• Create and administer Active Directory User accounts, email accounts, as well as providing other forms of permissions.• Support users of office equipment with training, repairs and replenishment.

• Technical leader who balances customer needs with business requirements following tight adherence to asset management, budgets, and SLAs. • Strong interpersonal communication with technically-minded as well as non-technical colleagues. • Effective time management skills specializing in dynamic changes to meet critical business needs. • Adept at prioritization and problem solving. • Knowledgeable and resourceful; known for being a good listener and a patient teacher / mentor. • Quick learner who is flexible and detail oriented.

Provided independent desk-side and remote support for 750+ users across 5 states with hardware / software, VoIP Phone, mobile device and multi-function printer issues in network and field environment. Mentored incoming desktop analysts.• Supported networking teams in installing, troubleshooting, and maintaining local network setups (smart hand), negating need for travel to site or hire 3rd-party vendors• Secured legal hold assets through documented forensic and defensible collection and preservation processes, providing for pending and active legal cases.• Compiled and maintained comprehensive list of resources, helping desktop analysts get issues resolved and projects accomplished with minimal delay.

Provided independent desk-side and remote support for 750+ users across 5 states with hardware / software, VoIP Phone, mobile device and multifunction printer issues in network and field environment. Mentored incoming desktop analysts.• Re-imaged multiple computers, verifying secure and complete working environments.• Ordered and deployed desktops, workstations, and laptops as needed, maintaining smooth business operations.• Helped keep IT costs low by evaluating need to replace IT items.• Trained and communicated use of computers, network resources, and individual software packages, bringing users up to speed rapidly.• Enabled training and sales teams to promote company by supporting multimedia needs of facility.• Allowed applications groups to focus time on creating new projects by installing, troubleshooting, and supporting proprietary software

Provided independent desk-side and remote support for 750+ users across 5 states with hardware / software, VoIP Phone, mobile device and multifunction printer issues in network and field environment. Mentored incoming desktop analysts.• Improved reputation of and confidence in local IT service by maintaining good rapport with all customers via phone, email, and in person. • Managed inventory of loaner and spare equipment, supplying technology needs for break/fix situations and visitors.• Maintained multi-user training computers, supporting internal and external training classes.• Adhered to and exceeded service level agreements in providing support to all users, minimizing IT downtime.

Computer Technician, etc

Software testing

Software testing

Software testing

Software testing

Software testing

Software testing