My major accomplishments here are lowering SLA by developing tools, processes, and solutions and building a command center to help monitor and manage the SLA and technicians taking calls. I was a contractor with TEKsystems for 5 years before getting hired on and worked my way up to a low management position. I am still providing business partners hardware & software support over the phone, including applications how-to support, creating knowledge articles, managing users accounts in active directory and other preparatory systems, creating reporting processes, and assisting in the provisioning of mobile accounts and applications.

Providing hardware/software diagnosis/support for computers, printers, networks, and imaging equipment. I am also designing and supporting new and preexisting websites.

 Provided field service hardware/software diagnosis/support for software, computers, printers, networks, Class 3 medical devices, and imagining equipment Helped train new field technicians to perform activities and duties  Preformed call management and escalations during supervisor’s absences Represented and serviced equipment for Dell, IBM, HP, Gateway/Acer, Apple, Lexmark, Samsung, Xerox, Canon, Kodak, and divisions of Johnson & Johnson warranty and service departments Scheduled appointments and provided diagnosis/support services over the phone for field technicians and customers Provided field services at professional businesses, government offices, retail stores, banks, restaurants, and residential locations Field services included PC image/restore, installing/supporting client software/hardware, troubleshooting/repairing software/hardware failures, installing/running/de-installing/diagnosing D-mark to network cables/equipment, setup/configure/replace server and network equipment  Worked at retail store locations such as AT&T, Sears, AAA offices, Michaels, Toys ’R’ Us, and Kohl’s Worked at government offices such as Social Security, DOD, and IRS locations Worked at professional businesses such as Honeywell, Cargill, UNUM, Whirlpool, and Price Waterhouse Cooper

Completed multiple PC installations on a project for North Shore Bank

 On call 24/7 and on the phone during business hours to troubleshoot system issues, network connection issues, and maintaining maximum operating efficiency Implement and supported business intranet networks Designed and decoded web-based applications and solutions including business ecommerce websites