• Troubleshooting remote hardware, custom and commercial software, and connectivity issues. • Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools. • Support performed over the phone, and chat with remote access software. Average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff. • Supported customers with using and support of Windows 10, Office 365, software on company laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications. • Demonstrated strong customer service skills that translated to both inside home office and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience. • Showed initiative and Keen attention to detail including proficiency in clear and understandable ticket documentation to add proper information into ticketing systems.

Remote Work. Contract: JackinTheBox L3 Tech. support.•Utilized ServiceNow ticketing system.•Utilized BOMGAR Representative Console.•Deployed software packages via BigFix Console Client to the POS and Back Office Servers• Identify, isolate and repair/resolve hardware and software problems on POS Registers Systems and EMV Smart payment card terminals.• Assisted with the installation/imaging OS, Software configurations for the POS and Backup Servers.• Contributed to Technical Support documentation of resolutions, processes, and procedures.

On Site Contract: Alorica, Goldman Sachs/Apple.• Utilized ServiceNow ticketing system proprietary versions varied from contract utilizations.• Identify, isolate and repair/resolve hardware and software problems. • Contributed to Technical Support documentation of resolutions, processes, and procedures.• Assisted with the installation/imaging OS, Software configurations and ongoing usability of desktop computers, laptops, Thin client computers, and peripherals.• Worked closely with Managers, Vendors to purchase hardware and software. Assessed functional needs to determine specifications for purchases.• Unpacking, repacking, deployment and shipment of equipment to Users and Sites.

• Use of BMC Remedy Database, ServiceNow Ticketing System• Provided inbound/outbound phone and Bomgar chat support.• Citrix dealing mostly with Workspace App primarily for Remote work for mobile and desktops.• Troubleshooting RSA SecurID, Win.AD Password Resets, Account re-activations, verifications, and logins.• Specialized in Troubleshooting persistent and nonpersistent Virtual desktop infrastructure (VDI) using VMware vSphere Client, SPLUNK for monitoring connection failures and analyze/troubleshooting.• Provided Troubleshooting via Remote connection using NetSupport Manager 2.7 provided a single, high-speed solution for the remote management of multi-platform computers.• SQL Basics in MS SQL Server 2019. Knowledge with T-SQL and with MS SQL. Performed minor report and analysis based on Data requested from the database about 3-5 months project experience.

• Helped our customers get the most out of their Apple products using our Apple support website.• Provided inbound/outbound phone and chat support.• Responsible for support help for new Apple products.• Troubleshooting iOS and OSX software setup and settings via phone, email, and chat.• Supported Platforms: iOS v.9.2, OSX v10.10,10.11, AppleWatch OS v2.1• Supported Applications: Safari, iTunes, FaceTime, “iLife & “iWork Apps, AppleTV 3G

• Provided inbound/outbound phone support.• Use of Database Email Ticketing System and Monitored for site updates and outages.• Troubleshooting DMHRSi Account Logins, Tricare Online user registrations, Account re-activations, MHS Learn Hipaa Courses Support, Account verification, self-registrations, account logins, Doehrs- HC Password Resets.

• Installation/configuration of mobile phone devices and software.• Provided inbound/outbound phone support.• Troubleshooting mobile phone data services and digital voice mail.• Monitored network tools for outages and problems.• Responsible for support help for new products.

• Installation/configuration of leased equipment hardware.• Provided inbound phone technical support.• Troubleshooting high-speed data and digital cable services and equipment.• Monitored network tools for outages and maintenance.

• Dial-Up, DSL & Cable Modem configurations.• Troubleshooting Internet, news and mail client configurations.• Troubleshooting home networking routers, hubs and 56K modems.• Installation/configuration of customer’s computer hardware and software wired and wireless home networking.• Provided inbound phone technical support.