❖Analyzed and resolved IT problems to achieve complete resolution for customerswith minimal productivity loss.❖Answered queries by telephone or self-service ticket to support internal andoutside computer hardware, software, network, application access andtelecommunications systems.❖Uninstalled and reinstalled basic software applications, resolved usernameproblems, verified proper hardware and software setup, resolved networkconnectivity issues and corrected email irregularities.❖Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.❖Resolved issues on initial call 93% of time using internal knowledge base, troubleshooting skills, experience and team resources.❖Developed, wrote and maintained detailed troubleshooting guide and knowledgebase for use by other service desk staff and field service staff.❖Answered user inquiries to resolve computer software or hardware operationproblems.

❖Answered incoming phone calls, emails, and walk-ins to provide quick first-line investigation and diagnostics to incidents and/or requests using a ticket tracking system called IT Service Management (ITSM) by ServiceNow.❖ Helped users with a VPN connection and internet connection issues.❖ Responsible for directly addressing desktop service and support issues impacting end-users.❖ Configures and installs desktop computing technology to support moves, adds, and changes ensuring minimal disruption in service.❖ Provides hands-on assistance with the installation, troubleshooting, and diagnostic support for all desktop computing components.❖ Worked in Active Directory to unlock and reset passwords.❖ Created and assigned Incident tickets in Service Center to appropriate IT assignment group responsible for the resolution of the request.❖ Interfaced directly with end-users to accurately troubleshoot and correct hardware/software issues.