Work with clients to resolve technical problems with computing equipment & software.Ensure computers interconnect seamlessly with diverse systems and networks.Perform upgrades on operating systems and remove any viruses to ensure longevity.Provide comprehensive computer and mobile device training to clients while resolving issues.

Advanced IT troubleshooting knowledge and leader for all IT Service Desk questions including but not limited to Windows, Networking, Microsoft Office, and Mobile Device Management Systems.Subject Matter Expert of the IT Service Desk and Supervisors regarding all Service desk troubleshooting, Strategic Business initiatives, New Projects in Alpha/Beta release, and any related Major Incidents and Problems.Trusted to examine policies, procedures, and processes to verify proper procedures are being followed.Professional handling of escalations and resolutions of important issues from IM, Self Service, and emails tickets.Create and maintain detailed Knowledge base documentation as it relates to Strategic Business and Alpha/Beta Projects including advanced troubleshooting procedures within the IT Specialist Service Desk.Recognized for dependability and leadership during challenging events and handling service interruptions.

Work with Managers and Network Administrators to resolve issues received from clients.Train and mentor staff on use of hardware and software to perform job responsibilities.Manage a team of up to 20 employees to meet and exceed organization standards in a high pressure environment while maintaining excellent communication with each employee.