• Supported customers with basic technical support for current and past software releases.• Assisted clients with general support for hardware, peripherals, network connections, and external software.• Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.• Respond quickly to technology outages affecting employees to restore service as quickly as possible. Work in partnership with the Desktop Support area, understand the established technology guidelines and available support processes as appropriate• Provide feedback based on employee input and usage; propose solutions based on needs and emerging technology. Strong understanding & ability to offer solutions of the newest versions, platforms, operating systems and upgrades• Communicate and collaborate with other Discovery teams to resolve IT issues. Escalate issues, outages, and needs to appropriate team in a timely fashion

• Provided prompt , effective day-to-day support , accurately identified and resolved issues, performed controlled and timely incident resolution all while making satisfaction a top priority• Troubleshooted and debugged IT systems to ensure error-free functionality and end user satisfaction• Followed established processes/standards, business technology architecture and production capacity guidelines; planed, monitored and escalated issues as required• Identified and implemented process improvements to enhance revenue , customer experience and reduced costs• Delivered effective and defect-free support (application, software and operations), researched system issues and opportunities , recommended changes , oversaw execution, kept accurate documentation• Worked with management to determine IT objectives that improved business outcomes• Participated in team meetings; provided input on intelligent solutions to improve efficiency• Managed multiple tasks to deadlines ; communicated progress at regular intervals