• Resolve requests via a Help Desk ticketing system.• Work with vendors for purchasing of equipment.• Image desktops/laptops using Windows Deployment Services (WDS) • Configure machines to customer specifications.• Document requests and share within the team.• Utilize email, telephone and remote software, to support customer requests.• Work with complex distributed systems and technologies.• Strong working relationships with customers and collaboration stills.• The ability to explain technical concepts to the user.• Make on-site visits to help resolve customer issues.

• Assist with on-boarding of new hires by using a checklist system.• Assist with employee exits, transfers and leave of absence requests, to ensure devices have been retrieved, accounts disabled and building security removed. • Administer desktops and laptops, using Windows Deployment Services (WDS) & Active Directory for 700+ users. • Migrated desktops from Windows 7 - Windows 10, while working with customers to improve productivity and reduce down time.• Responsible for configuring and maintaining printers and multi-function devices. • Monitor Remedy ticketing system and provide support to local and remote consultants. • Document processes, procedures and checklists to improve team efficiency. • Update and maintain laptops and desktops within company standards.

• Maintained a lab of Legacy printers, multi-function, scanners, high volume devices and computers, running Microsoft Windows and Apple MacOS. • Developed and delivered training to Customer Service Representatives to increase product knowledge and support.• Provided coaching to Customer Service Representatives on processes and procedures, to further their career and company goals.• Handled escalations from Customer Service Representatives.

• Provided first level support for printers and multi-function devices.• Assisted team in achieving their objectives, while providing exceptional customer support.