Tier II Support to include Configure and install software and hardware for IT users. Learn to identify proper documented procedures and scripts used for troubleshooting problems. Assist in rollout and installation of new software packages, upgrades, and new desktop hardware. Maintain desktop hardware and software. Configure and install software and hardware for IT users; desktops and laptops. Performs asset tracking and asset management.

Served as a tier II desktop technician with duties that include building and configuring computers with LANDesk imaging software. Troubleshoot level II user issues onsite and remotely with problems that relate to operating system issues (Windows XP and 7), Network connectivity, TCP/IP configuration, upgrades, MS Office products and other software that is proprietary to end users. Mobile Device support which includes, BlackBerrys, IPhones/I pads, Android, tablets and other mobile devices. Developed an administrator's and user's guides for enterprise mobile devices and laptop troubleshooting procedures.

Provide hardware break/fix services, as well as computer inventory and asset management for a large retail client. Duties include but are not limited to, providing support for LAN servers, desktop PC’s, laptops, laser printers, plotters, tape libraries, and UPS battery backups at remote sites. Manufacturer equipment supported includes Dell, IBM, HP, Compaq, Lexmark, and Xerox.

Lead technician for a large government agency. Handle escalated tier II calls that cannot be solved by other technicians, often working closely with customer service reps from Dell, Gateway, HP and IBM to resolve issues. Perform hardware compatibility tests and upgrades. Maintain desktops, laptops, PDAs and peripherals through hardware and software setup, configuration and support. Serve as manager when current manager is away from office.