-Closed 85 - 90% of trouble tickets on the first call without escalation -Diagnose, troubleshoot and resolve a range of software, hardware POS, and connectivity issues. Excelled at asking probing questions and researching, analyzing and solving problems.-Partner with Tier ll & lll help desk peers based in my office and the US, Australia and Canada to resolve tough and complex problems that require escalation. Provide detailed descriptions of issues in the trouble-ticket system and follow up to ensure resolutions promptly.-Global Support for Remote Desktop technology platforms accessed through VNC viewer and mapping into network drives

Proficient in all facets of internal healthcare computer programs and software. Extensive use of Microsoft Office Suite to track and enter data, and to resolve issues that required swift call back resolutions. Worked the Help Desk providing PC and Mobile support, diagnosing , troubleshooting and resolving client issues with hardware maintenance, installations and upgradesHandled 40 to 50 inbound calls and outbound in a fast - paced environment. Contacted providers to resolve healthcare insurance and benefits claims and billing issues. Resolved complaints and handled difficult callers with patience and professionalism.

Was responsible for keeping computers operational and functioning. Demonstrated computers and tablets to show customers the possibilities of technology.Installed and maintained computer operating systems hardware and software packagesKnowledge transfer and training of peers on Microsoft products. Provided documentation on start-up, shut down and first level troubleshooting processes to Geek Squad. Verified fresh hardware and software for compatibility with company and customer systemsKnowledge transfer and training of peers on Microsoft products