 Charted successful course of diagnosing and resolving hardware and software problems. o Employed communication and active listening skills to gather information from clients. o Reviewed blueprints, repair manuals, and parts catalogs when necessary to identify necessary steps to resolve technical issues. o Demonstrated ability to communicate highly technical information to technical and non-technical audiences. Followed design and installation specifications to install and repair hardware, software, and peripheral equipment. Authored detailed records of problems and remedial actions taken during installations for client and employer records. Compiled training procedures and materials to educate users on proper use of hardware and software as well ascompany standard operating policies, procedures, and functions. Addressed client complaints regarding employee performance and issues with services rendered; addressedcomplaints by coaching/training on proper methods of repair and documenting processes. Attended professional development sessions to cultivate up-to-date knowledge of industry trends and developments.

 Responded to and resolved in-house inquiries regarding computer software and hardware operations. Administered incoming tickets and end user requests via phone, email, and chat functions. Assessed and identified root causes of service outages. Communicated findings to proper escalation teams. Liaised with clients to diagnose, troubleshoot, and resolve WAN/LAN connectivity and account issues. Handled escalated complaints and answered policy and procedural questions. Partnered with local offices to dispatch technicians to client locations when required.