• Provided level 2 IT support to non-technical support needs of customers• Provides both technical and instructional support• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Determine the best solution based on the issue and details provided by customers• Direct unresolved issues to the next level including working with vendor support• Configure and maintain customer firewalls• Setup and monitor customer backups, locally and in the cloud• Provide accurate information on IT products or services• Logs events and problems/resolution in ticketing and documentation• Maintains confidentiality regarding the information being processed and stored by the end-users• Excellent written and verbal communication skills and positive professional attitude• Performs routine duties under minimal direct supervision• Uses resources of level 1 technicians to make better use of time• Ability to pay attention to detail to meet deadlines and function under pressure• Track and log time in an effective manner to help facilitate customer billing and accounting• Managed ticket flow and responded to technical support needs of customers• Resolved customer issues in a clear, courteous, and straightforward manner• Always demonstrates professionalism and courtesy with customers• Followed up with clients to achieve optimal customer satisfaction• Conducted research to address customer concerns• Researched, troubleshot, and resolved complex problems independently• Worked closely with team members to exceed all customer service requirements• Developed and tested new product offerings• Maintained and updated customer service database• Reviewed technical documentation and procedures• Managed customer' expectations to a high degree of customer satisfaction

•Research, test, implement, and train line of business applications•Run cost analysis for customer's current systems•Diagnose problems and determine solutions•Support desktops, servers, networks, VoIP, and IoT•Monitor critical resources•Virtualize and migrate stand-alone services to cloud resources•Design systems to meet business needs•Work with vendors on specialized client systems

•Implemented network at 6 locations across the US consisting of MPLS, Cisco (routers, switches, Call Manager, and IP Phones), Microsoft (Active Directory and Exchange), Dell (servers and SAN), and SonicWall Firewalls•Collaborated with a team of 5•Coordinated with vendors and suppliers to design, procure, and implement systems•Mentored junior staff, planned continuing education, and team building•Created detailed documentation on all systems

•Supported IT on-site and remotely•Assessed and quickly resolved technical issues and security vulnerabilities•Trained users on new hardware and software•Designed, set up and maintained, email, websites, LAN, WAN, firewalls, and VPNs

•Managed over 400 workstations with support and migration•Tested in-house software, implemented into standard images, and rolled out•Trained users on software