• Provide technical support to an international employee base through phone, live chat, remote assistance & email by troubleshooting various computer application, software, and hardware issues & requests• Awarded for being in the Monthly Top 4 Analysts due to high customer satisfaction rating and efficiently staying within company compliance policies• Improved department communication by proposing the ability for analysts to provide ticket feedback that allowed for better recognition of employee potential.• Corresponded with tier 3 teams & local IT via ticketing escalation or critical on-call procedures to address technical issues beyond basic support• Developed troubleshooting proficiencies with numerous tools such as Active Directory, Putty, Citrix, Microsoft Office Suite, Apple Software/Products, Adobe Applications, SAP, Windows Versions 7-10, IE, VMWare, etc.

• Assisted in the bank merger with Lorraine National Bank by imaging, configuring, troubleshooting, and installing software on over 200 computers in 20 different branches• Completed total computer roll out of corporate office, over 300 computers in a two month period• Attended to employees with technical issues within the corporate office by manning help desk telephones and personally visiting employees• Imaged a large quantity of servers and computers used throughout multiple bank offices • Traveled to branches all over the PA and NY to install hardware/software, install data, and assist in IT related problems.

Completed three specialized courses on security policy and technology implementation as well as engaging in an interactive colloquium addressing issues facing security professionals. IT Lab SSI offered a unique academic experience that examined how technology can be used to solve problems that arise in the public and private sectors of our economy. Trained skills to conduct careful and objective analysis of relevant data, to understand and leverage the power of information technology, and to lead and implement change in managerial and policy contexts.

• Developed the MIS Professors student evaluation & office hours schedule• Provided front-desk reception & other clerical office support such as copying, filing as required• Conducted data entry tasks & documented reports

• Maintained and supported the reliability of the systems, equipment, properties and assets in the facility• Traveled to multiple branch offices and assisted in maintenance issues ranging from maintaining equipment, construction and deconstruction, renovations, and painting• Assisted contractors in completing specialty projects, including a four story corporate building addition• Handled employee complaints and issues with problem solving, collaboration, and direct contact

• Certified in Oxygen Administration, AED, CPR, and First-aid • Oversaw and attended to large congregations of people who used the pool• Administered first aid to injured individuals• Chaperoned and oversaw children during an all-day camp outs, parties, canoeing trips, etc.