• Creating and managing job requisitions through incident, change, fulfillment and configuration management tools (Remedy) and associated processes to provide technical resolutions to incidents and work requests as per SLAs• Supporting COTS (customized third party software) internal applications remotely by installation and configuring through collaborating with external vendors and internal teams to provide sustainable operational support for onsite hardware and software infrastructure to over 3000 end-users• Managing project reports and communications by analyzing and comparing system performance with set standards through conducting inspections to ensure smooth functioning of the technical framework, installing systems and devices• Remotely diagnosing, troubleshooting and recommending fixes on affected systems in addition to automating software application installs for local and remote users• Active Directory accounts and groups policy settings management as well as reassigning associated assets to relative OUs to ensure a locked down environment • Proactively managing IS hardware and software using ManagePlus for tracking, work order management, preventive maintenance scheduling, inventory and purchasing functions together for quick and easy viewing and decision-making• Performing custom reimages of computers from Windows XP to Windows 7 using SCCM build tool, executed Win 7 command prompts to backup, retrieve and restore data, and update group policy so as to ensure uncompromised asset utility• Remediating virus infections on affected clients by utilizing McAfee Endpoint Console in Safe Mode to discover and remove virus-specific files in order to eliminate the threat of propagating to other systems

• Optimizing performance of client computers by troubleshooting computer problems, OS and data migration, installing and running security software, downloading and applying windows system updates, and other support processes• Performing on-site and preventative maintenance on personal computers and related peripherals, hardware upgrades and setting up home wireless networks.• Ordering hardware as per work schedule

• Troubleshooting and resolving 100% desktop escalations via remote technologies, desk side and telephonic support• Creating, tracking, resolving and closing escalation tickets , and coordinating build status and ticket updates with team lead• Conducting investigations into areas not meeting quality standards and analyzing the discrepancies so as to provide and recommend solutions to senior management • Performing remote OS migration from Windows XP to 7, and installing user specific software via select servers on 500 plus local and remote clients using Altiris DS, under 6 weeks • Retrieving and interpreting contract data from software license agreements and entitlements to ensure utility compliance and reconcile IS inventory data with the same through ServiceNow by ensuring full tracking and control.• Work station replacement, moves, new user setups as per SOP and SLAs to support organizational resource needs• Configuring and activating client VPN, email programs and custom applications via utilizing DameWare and RDC• Incident workflow management (HPOM) from logging to complaint handling with the goal of resolving 100% of system escalations

• On-site desktop support, including new user training/orientation and set-up• Performing basic repairs and operating system upgrades /re-imaging• Remote user-specific software installations, data recovery and network management on all sites• Installing, configuring, troubleshooting, supporting, and maintaining PC hardware and peripherals• Configuring user accounts and passwords and resolved PC utility conflict escalations

• Teaming with IT Engineering to set up and manage a Sharesite for convenient safe data transport and analysis• Remotely monitor store energy consumption using specialized EMS (Energy Management System)software • Remedy on-site and remote project escalations by utilizing the Client Support Center apparatus• Maintaining existing and new stores, and vendor database in Prolog through document export from MS Access• Investigating store project history using AIM so as to ensure data integrity and EMS reporting• Customizing vendor specific software resolutions, InRule facilitation of pending vendor payment claims as per contract specifics and commissioning caps. Compiling vendor bill reports and budget forecasts utilizing Lawson

• Managing desktop support to 1100 on-site and remote users (40%) under tight SLAs• Effectively handling 25 escalation tickets daily, telephonically and remotely with DameWare, and RDC • Configuring ODBC for new users and resolving existing user access conflicts ensuring effective workflow• Reconfiguring BIOS on refurbished computers after hardware upgrade, as per CMOS to avoid inoperability• Optimizing system performance by migrating users from Windows 2000 to Windows XP operating systems• Remotely deploying and customizing software application installs via msi/mst modifications as per Group policy using Altiris DWC • Creating Windows Installer setup packages (.MSIs) on Windows XP platform involving around 10 applications and modified the MSIs using Wise Package Studio 8.0.• Engaging HP OpenView to administer network systems and applications to ensure latent fault detection and avoid escalation• Migrating users from Windows 2000 to Windows XP operating systems, data, personality settings, and application settings including implementing data loss recovery procedures via Altiris Recovery agent so as to optimize system performance.• Implementing data loss recovery procedures via engaging the Altiris Recovery agent

• Competently fulfilling client’s orders, deliveries, handled complaints and answered questions so as to maintain loyalty• Developing and revising deck designs, inventory layout and store spacing utility achieving optimum output• Organizing and managing contractor service modules to ensure timely product delivery