And... all the above.

Manage a team of skilled Deskside Support Technicians to provide support for a range of technologies, across the UMG business units in the United States, which is a mixture of globally renowned Music labels, business support functions and senior executives of the universal Music Group.

As Sr. Support Technician my responsibilities vary but primarily consist of being customer-focused with responsibilities on daily operational requirements and activities for Level I & II support as well as engage with UMGs Tier 3 team to troubleshoot difficult issues and share global best practices.

As Team Lead working for Hewlett-Packard my support focus is supporting the Universal Music Group account. My tasks vary from hands-on supporting clients to helping facilitate information validation and team decision-making process that focus on managing and providing on-site technical services delivery support. My aim is always on maintaining a high level customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are all met.

Supervisor of desktop support, duties range: • Administrative - IT asset processing, create monthly statistical performance reports. • Leadership.• Assist corporate users by providing hands-on technology services plus handle team’s escalations • Work closely with project management on various high level and time critical projects.

Act as departmental microcomputer focal point for processing user requests, second level desktop application support and network administration. Conducted PC software training classes. In addition, assisted in the design of the corporate desktop and laptop standard.

Working for Corporate LAN Server Systems, my responsibilities include:• Senior Hardware, Application, Windows, and LAN desktop support• Evaluation of new software and hardware• Lead technician involved in the Corporate Relocation Project (Relocated over 900 desktops)• Assisted with designing standard laptop configuration (200 users in production)