Directed 26 technicians to ensure that contact requirements were met. Provided management with root cause analysis and analytical data on service tickets. Provided end-user support on Windows-based platform.• Assisted technicians in escalation of issues by raising issue with next level of support or with management, as required by service ticket and non-ticket escalations.• Provided management with service delivery attainments, ensuring contractual obligations were met and financial penalties were avoided.• Led project support for Windows 7 migration of 1.2K end users. Supervised 6 technicians, ensuring that all tasks were completed within allotted time frame.

Provided end-user support on Windows based platform including installation support on hardware and software.• Created workstation accounts for new end user’s via Active Directory within Windows.• Minimized end-user downtime and quickly replaced out-of-date equipment by creating system images for installation of new workstations.

Responsibilities included system installs and upgrades of both hardware and software in a variety of environments. Duties included removal of old equipment, installation of new systems, and end-user training. Performed over 600 installs from a single server and 3 workstations to a single server, 4 network switches, 100 workstation installs. Supervised up to 6 associate technicians as team lead.

Provided on-site desk side software support and hardware support for PC systems. Completed diagnostics of hardware and software errors. Resolved issues that created errors. Duties also included installation of new systems for new users and equipment upgrades for current users. Provided technical support to other technicians as lead technician.

PC Field Technician for multiple accounts