I assumed the role of Client Services Supervisor – PMC in 2018. My tasks involve providing prompt technical support, overseeing preventative as well as scheduled repair/maintenance, and advising on matters related to desktop technology and multimedia services within Pine Manor College. I address issues/requests pertaining to desktop computers, laptops, mobile devices, printers, copiers, software (including installs), and many other devices. Moreover, I conduct field visits to offices to detect and resolve technical concerns with an aim to optimize systems’ performance. I also maintain client records, building client relationships, forward customer requests to appropriate personnel, answer incoming phone calls, respond to customer inquiries, and offer technical assistance to customers.  Recognized by senior executives for displaying hard work, dedication, and dependability as well as delivering prompt and reliable service.

I was appointed as Senior IT Client Support Specialist - Tufts Technology Services in 2013 and I used to install computer hardware and programs, improve network performance, solve password problems, respond to breakdowns, and administer scheduled maintenance sessions. I was responsible for protecting systems from viruses, troubleshooting peripheral devices, updating software, and utilizing IT tools for remote management of desktops and laptops. My tasks involved identifying clients’ requirements and providing appropriate solutions as per business needs and user work styles. I was appreciated by guiding and informing colleagues and department contacts about latest and emerging technologies. Further, I evaluated application and infrastructure security to identify areas of potential risk and provide recommendations for mitigation. I successfully spearheaded cross-training on a variety of technologies and services to improve the overall support capability and versatility of Tufts support resources. I devised company’s deploy procedures by utilizing Ivanti and deploy studio. Lastly, I accelerated senior management’s decision making process with regards technology purchases, decisions, and changes. Served as a main point of contact for IT Client Support Specialists and colleagues by resolving critical, emergency, and difficult technical issues. Revamped infrastructure of European Center and contributed towards company’s summer program. Functioned as a primary technician for all the University's VIPs and trustees. Boosted employees’ performance, motivation, and morale by collaborating with CFO, COO, and unions to develop variable and fair compensation plans for union members and non-union employees.

Here, I became an IT Administrator in 2015 and I used to provide Level 1 desktop technical support to local and remote end users while meeting clients’ expectations. Also, I resolved software application and hardware issues to minimize system downtime. I was acknowledged for evaluating and analyzing new desktop technology including hardware, software, and peripherals for office use as well as documenting test plans and proposing continuous improvements. My job description also involved conducting individual adds, moves, changes and upgrades of desktop systems and printers along with building, installing and configuring desktop systems. I successfully facilitated new employee orientations and provided computer education related to company’s corporate systems to users. Further, I used to direct technicians in all new software deployment and updates to maintain performance and efficiency while communicating with Dell for equipment ordering as per given specifications.  Designed and documented desktop support procedures for all technicians. Served as a main point of contact for new hires while leading the newly recruited IT staff orientation along with introduction to all company software. Introduced equipment loan program for employees as per staff’s convenience. Worked as Lead technician for all Regional Directors across the US while fulfilling all requirements and exceeding expectations.