Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues Provide technical support for over 1000 number of diverse users nationally• Handle an average of 150 calls per day• Resolve 90% of calls within company's 8-minute requirement• Prioritize and escalate issues where required• Install, configure and modify hardware and software to ensure optimal performance• Plan and lead training sessions for new and existing users• Monitor, log and track all phases of help desk support

• Responsible for rollout of approximately 300 new Windows 10 machines from custom image• Provided tier-I and tier-2 support and resolved tickets regarding server, desktop, printer, phone and office equipment issues for 850+ onsite and remote end users• Provided tier-1 support and resolved tickets regarding EPIC Patient Support Programs• Provided support on Windows Surfaces, Apple IPad and IPhone, Android Tablets and phones, including but not limited to re-imaging, setting up user accounts, assigning administration privileges, and deployement.• Served as initial point of contact for customer inquiries, solved technical issues and escalated issues to appropriate support personnel• Provide timely support for hardware, software and network-related issues, responding to and solving ~70 weekly tickets• Automated data backup processes, increasing network security and saving company resources• Successfully troubleshot and resolved end-user complications through research and effective follow up practices• Document incident and resolution information in Service Now• Create, modify and delete user accounts in Active Directory• Install, update various programs using SCCM• Tracked inventory in database by creating excel spreadsheets and using CSInventory

Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues Provide technical support for over 1000 number of diverse users nationally• Handle an average of 125 calls per day• Resolve 90% of calls within company's 7-minute requirement• Prioritize and escalate issues where required• Install, configure and modify hardware and software to ensure optimal performance• Plan and lead training sessions for new and existing users• Monitor, log and track all phases of help desk support

 Repaired Dell Latitude, XPS, Inspiron, Chromebook, Alienware, Repaired and replaced Dell servers R200, T300, R300, M600  Repaired and replaced Dell R440, T440, R540, C6420 Onsite technician for Dell/Unisys Corporation. Procure laptops / desktops / printers Build / manage computer images; Mac OS and Windows Encrypt laptops / desktops Deploy patches and services packs to laptops / desktops Hardware and software break / fix support Inventory management of desktops / laptops / printers Manage maintenance contracts for desktops / laptops / printers