Responsible for IT support for Offices in the US (headquarters, 5/6 remote offices and home office users)Also responsible for offices in Mexico, Canada and Colombia, 300 users at headquarters, about 150 remote users. Responsible for the setup of offices in Mexico from the layout designed to implementing equipment for internet connection and voice over ip phones. Responsible for Help Desk day to day operations. Support the installation and maintenance of hardware and software.Used BMC Track-IT software to keep track of tickets entered. Aprox 6 to 12 tickets a day.Provided support for remote users via LogMeIn/Radmin or phone support Used encryption software PGP, also Autonomy Connected Backup PC software to create data back ups of users computers. Made sure all systems had McAfee install and were up to date. Manage Active Directory and Group Policy.Provided access and permissions to share drives or folders on the server to users as requested by their supervisors.Manage and maintain cell phones and desk phones. Configured IPhones to each users email and installed managing software (Maas360). Controlled IP phones with ShoreTel Manager.Create and update procedures and documentation for Spanish speaking users.Configure and maintain network and local printers.Responsible for enterprise system backups. Used HP data protector for daily backups, and used Tape Track to keep track of tapes used for the backups. Helped with cleanup and re-cable of data centers and data closets.Support for SAP and Winshuttle. Supported Syntellect software, created accounts and added users to correct queues for the call center agents.

Troubleshoot hardware and software.Troubleshoot network communication.Install new personal computer systems using policies and procedures provided by HQ.Provide support to end-users for common office software applications. Software applications supported include: MS Office, Windows OS, Lotus Notes, Client Access, SAPgui.Assist with managing and maintaining hardware and software inventories.Management and monitoring of client side anti-virus software.Management of trouble tickets with external support services.Thoroughly research technical issues and document solutions for user problems in a timely manner.Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation to the IT team at HQ.

Build and configure Server and Server racks. Receive orders from customers and build the server to customer specifications. Install memory, hard drives and any upgrades requested to be made. Generally orders would consist of but not limited to IBM or HP servers to be installed in HP or APC server racks. Configure server to customer specifications, test and if necessary install software. Build server racks where servers can be mounted on. Could range from 2 servers to 15 servers per rack. Cable servers together, and have every server configure to interact with each other. Installed Cisco routers and switches to go with the servers. It would range from the small 4 port Cisco router to the 48 port Cisco routers. Installed Netgear switches and configured to work with the Cisco routers. Netgear switches would normally consist of the 24 port or 48 port models. Installed firewalls and configured. Set them up to allow or block assigned IP addresses. Build and configure pc systems. Work with different computer systems, to be configured as the customer has ordered it. Work with HP, Apple, Lenovo and Compaq. Install every component or upgrade system to customer specifications, hard drives, memory, video cards and optical drives. Installed Windows 7 and configured to specs. Installed any additional software that was purchase with system, antivirus, MS Office and any special software requested.

Filed technically complex inbound calls regarding desktop and laptop computer issues. Troubleshoot gaming systems, dispatch appropriate hardware to fix issues with system. Resolved hardware issues, including but not limited to: no post, no video, no power, memory errors, abnormal noise, overheating, hard drive problems, optical drive issues and much more. Assist phone customer on installing operating systems, such as Windows 95, 98, ME, 2000, XP and Vista. Would troubleshoot software, would deal with MS office 2003 and 2007. Assessed needs of caller in a timely manner and instructed how to correct technical problems quickly and patiently. Would deal with issues over the phone or over e-mail. Phone calls lasted anywhere from 5 minutes to 45 minutes. Would take anywhere from 20 to 45 phone calls a day. Sometimes I would receive an E-mail from a customer and I would either answer thru email or call the customer. Resolve rate would normally be 95% or better. I would always rank in the top 5 out of 500 phone techs. Chosen as Team Advocate, speaking on behalf of representatives during internal personnel meetings. Moved around to different departments. Phone technician – provided first level support to phone customers Escalation Department – Would handle calls from escalated cases Coach/Supervisor – was in charge of 50 technicians Trainer – Train new hires. As a Supervisor I would provide second level support. Would provide support to phone techs. Use chats services to assist the phone techs. Would handle at least 6 chats at a time.Once a week I would provide training and coaching to any tech that would need it. Was in charge of keeping track of 50 phone techs. Would deal with their stats, attendance and growth