• New computer installations and setups.• Computer hardware repairs, diagnostics, upgrades, and new system builds. • Software repair, virus removal, system cleanups, upgrades and installations.• Installation and setup of wireless routers.• Diagnose and resolve network connectivity problems.• Troubleshoot and repair problems via e-mail, phone and remote desktop or in person.

• IBM BigFix - Desktop Administrator responsible for global monitoring and installation of Windows desktop security updates, antivirus and custom software installations.• Reviewed, analyzed, evaluated, and supported information technology systems operations. Knowledge of commonly-used concepts, practices, and procedures within a desktop/laptop client-based environment, such as installation and maintenance practices, security concepts and practices, user/group permissions, and network connectivity concepts. Worked on special assignments as needed.• Responded to and diagnosed escalated incidents through discussions with users including problem recognition, research, isolation, and resolution steps. Handled incidents of both hardware and software in nature. • Handled confidential and/or complex assignments when exposed to sensitive information and contacts requiring considerable discretion, judgment, tact and diplomacy as well as a practical knowledge of the practices and procedures of the function, general company policies and programs.• Installed, configured and maintained Windows/Macintosh computers, printers, desktop applications and peripherals.• Recorded and tracked detailed notes and resolution information through the use of support incident management software.• Footprints administrator.• Worked on special projects as needed.

• Part of team responsible for global hardware and software refresh of 1600+ PCs in North and South America.• Traveled to remote sites to manage deployment technicians for SOE deployment project.• Administrator - LSVi software distribution environment.• Set up servers and workstations for remote management through LSVi CMF.

• Answer technical support calls from callers for Microsoft operating systems – MS DOS, Windows 95, 98, NT 4 (English), NT 4 (German), Windows 2000 (English) , Windows 2000 (German), and Windows XP Professional.• Answer technical support calls from callers for Microsoft Applications including all MS Office 97, 2000, and XP products: (Excel, Word, Outlook, Access…) MS Project. All were running in Windows 95, 98, NT 4, Windows 2000, and Windows XP Professional.• Answer technical support calls from callers for Skychefs proprietary software.• Perform hardware and software installations and configurations on computers and printers at local and remote sites.• Create materials to instruct technicians and users on how to install software.• Answer technical support calls for assorted PC peripheral products. (modems, video cards, sound cards, HP JetDirect cards).