• Supported and maintained a statewide distributed computer systems network, including hardware, software, and telecommunications.• Specialized in creating technical documentation, SOPs, and training materials for IT operations.• Provided computer and network support, including imaging, configuration, and relocation of devices across multiple sites.

- One on One collaboration providing audio production and mixing services. - Individual and Business based offered services.

- Install, maintain and troubleshoot computer hardware/software and multimedia equipment.- Initiates routine diagnostics to determine the cause of equipment failure and follows SOP for resolution.- Trains Users on computer functions, software or multimedia equipment to facilitate and enhance their work experience.- Serves as principal point of contact to answer inquiries and serves as a liaison between instructors and the appropriate ITS area or University department able to provide problem resolution.

-Creating Technical documentation for ITS-supported services under BMO Bank Migration.- Specializes in training new technical agents onboarding for various projects. - Knowledge of DHCP, Windows RDP, TCP/IP.- Expertise in building and maintaining relationships using exceptional customer service skills.- Excellent communication and presentation skills, written and verbal.- Escalate complex issues to T2.- Knowledge of iOS, macOS, watchOS,tvOS, and Windows operating systems.- Respond to technical issues, diagnosing problems and providing resolutions for technical issues.

Responsible for implementation and documentation of ITS-supported services for Windows and Macintosh workstation administration. - Specializes in creating SOP training documents regarding Asset Works AiM Application, Instructional how-to guides navigating within the application using Microsoft and Adobe Creative Cloud services. - Active AiM administrator with knowledge of how to create service request tickets, Work Orders, and Admin system changes. - Participate in policy and best practices development and procedures. Responsible for troubleshooting and fixing Windows and Macintosh users related needs. - Consults with departments on needs and requirements including support, implementation and maintenance of these services and subsystems.- Serves as a principal point of contact to answer inquiries and serves as a liaison between end users and the appropriate Information Technology Services (ITS) area or University department able to provide problem resolution, within a defined turnaround time.- Train users and IT professionals on complex computer functions, software, or multimedia equipment to facilitate and enhance their work experience. - Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.

- Management of Statewide ESS Contact Center uCCSolution.- Project management experience; superb organizational and time management.- Understanding of contact center language, ACD, Agent Skilling, RONA- Identify and prioritize daily tasks using various databases. - Leadership Skills, coordinate meetings, lead Techs thru VoIP troubleshooting.- Knowledge of Extension Auto Attendant, Call Routing Tables, Hard Phones, and Soft Phones.- Configuration of Hardware, Software, LAN WAN along with Wireless on Win/Mac.- Executes daily user profile provisioning and UAT Testing.- Daily contact troubleshooting and problem-solving to complex Software.- Mediator between Vendors, WFM Managers, and Leadership thru oral communication or email.- Assist translation with complex CMS reports to supervisors.- Prioritize writing documentation How-to articles, train Supervisors and Management.

- Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data - Provide customers with courtesy and respect while working towards resolution. - Identifies complex incidents or requests and escalates to Tier 3 personnel as necessary. - Maintains current knowledge of information technology as it relates to the Department.

- Obtain & Maintain Case Ownership, Troubleshoot / Problem Solve complex user configuration within iOS / OS X Eco System. - Resolve User Account configurations access & issues. - Manage Day to day Escalations Maintain customer rapport .

- Perform Tier 1 level technical support to Apple iPhone, iPad, iPod iOS Products. - Problem Solve My Apple ID customer Accounts, resolving & providing Resolution to allow customer regain access to into My Apple ID & iCloud Server. - Providing 100% Customer Satisfaction, Mending relationships between people & their mobile devices.

- Perform daily Tier 1, Tier 2 Technical support to Apple OSX, iOS, Windows XP, Vista, Win 7, Win 8 OS Systems. - Utilize Bomgar Secure Remote Desktop to perform Software install, PC cleanup, Removing any PC infection caused by Viruses and or Trojans.

- Supervised 15-20 Technical Support/Customer Service agents for Comcast High Speed Internet Client.