Appointed escalation contact servicing all end user support teams for information technology related issues. Providing exceptional, high-quality, professional support to our corporate and remote employees. This includes the deployment and troubleshooting of all hardware, operating systems, mobile device support and software applications supported by the IT department. Exemplifying outstanding customer service skills when responding to customer problems received via our ServiceNow ticketing system while also responding to internal requests from customers.

Performing maintenance and health checks on client networks and devices. Providing onsite support consisting of desktop, server and network related support to assist the service delivery function and related project work. Investigating, diagnosing and resolving issues related to desktop, server and network devices including hardware and software issues which may require re-configuring or upgrading.

Hired to provide application software, hardware, phone, and email support for clients. Monitor, remedy systems; and resolve incidents in accordance to priority. Performed advanced preventive maintenance on equipment, led installation of add-on components, and consulted end users on hardware and software issues/best practices. Controlled workstation asset management database, maintaining new or modified hardware. Prepared workstations for deployment for remote and local use.

Maintaining a scalable network infrastructureFollow all Firm, and or supervisor-implemented policies, procedures and protocolsTroubleshooting HP, Dell, and Macintosh desktops and hardwareProvide high quality first-level support for all data, voice and video network issues by seeing requests through from initiation to closureManage equipment maintenance and warranty returns including RMAs and various other equipment repairsInstallation of custom images to workstations and laptops and their distribution to assigned locations and usersFull firm migration from Windows XP to Windows 7 operating systemsHelp desk support using Web Desk Lite 10.1.10.3 ticket systemProvide after-hours on-call support via iPhone, email and Microsoft Windows Remote Desktop ServicesManage all Firm support exchange e-mail accounts, prioritizing and servicing all requests associated with resolving technical issuesSuccessful solutions in an environment that strives on agility using VMWARE ESXi 4.1 and 5.5Configuration of all technical devices used by firm employees (printers, business phones, wireless phones, tablets)Assist in cross-training employees to develop troubleshooting skills.Intelligence technology support as neededAssist in the maintenance of company infrastructure Cisco Firewalls, Windows Server 2003-8 R2, HP routers, switches and Hp and Dell PCsSupport remote facilities across the Harris, and surrounding countiesAssist and participate in IT Department project work and managementHP Switching and VLAN configurationsCisco stack level 3 switch configuration experienceHP Pro curve configuration with Access Points enabledInstallation and deployment of Windows 8 Professional in a test environmentOpen and maintain vendor accountsConfigure printer sharing for the firm as well