• Tier 1 help desko IT support by phone, email, remote connection or on-siteo Worked closely with a small team, avoiding Ticket ownership and focusing on ticket closure.o Utilized NCentral to connect to and administer both workstations and servers.o Used ConnectWise ticketing system to create and manage service tickets and track time.o Ensured a positive client experience in as many situations as possible.o Administered and repaired AVDefender and agent installations as well as new client on-boarding.o Troubleshooting Printer and print device and other peripheral issues.o Wrote for “What’s new” column for company newslettero Rarely escalated to Tier 2, often researched issue and collaborated with team-mates to problem resolution.o Worked with Microsoft on Office 365 issues.o Managed a wide variety of tickets varying from “password change” to “server down.” • Tier 2 help desk (July 2016-present)o Experience in Windows server backup creation, file recovery, repair and troubleshootingo Experienced in creating and working with Virtual environments in Hyper-V and VMWareo Created SOP for servicing clients and procedures.o Influenced In-office SOP (shipping and receiving, in-depot repairs)o DNS administration (creating A records, reservations.)o Group Policy administration (drive mappings, deploying software to a certain OU)o Active Directory administration (users and computers, rights management)o Built IBM and Lenovo servers, both hardware as well as software.o Trained new team memberso Routinely on-site to troubleshoot computer, Multi-function device and network related issues a well as new user/workstation setups.o Experience in working with Cico Merkaki dashboard (port forwarding, traffic monitoring)o Experience with Acronis backup/restoreo Experienced in changeover from pop/imap to Office 365 in MS Outlooko Experienced in backing up mail in outlook to PST, restoring and attaching.

Graduated with Honors.

Managed Sports, Automotive parts retail, and seasonal departments. Merchandising - Scheduling - Dealing with unhappy customers - Managed relevant warehouse space - Trained new staff - Prepared departments for various audits (highest scores were under my supervision)

Sales - Tech Support - Opening and Closing - Maintaining office Equipment - Streamlining closing procedure

• Managed Seasonal department.• Scheduled for department.• Trained new staff.• Supervised projects.• Key holder.

• Trained and certified on Sharp and Panasonic Copiers, level 1 and 2.• Pass and Seymour Network Cable Certified.• On-site repair of copiers, printers, fax machines and computers.• Organized and sorted in-house parts system.• Well versed in all relevant office systems.