Working with multiple clients statewide for hardware, software, and networking solutions. Clientele includes town and city municiplities, medical facilities, legal services, and private businesses. Service area includes most of Connecticut and some areas of New York.

Succeeding in keeping clients informed of all current repairs and offering continuing support for various computer and tablet situations.Keeping turn time down for all in store repairs, and following up with clients every 48 hours to update on their computer repair status.Mastering the skills necessary to perform hardware installs, upgrades, registry editing, virus scanning, system restore points, and educating clients on how to keep their system up to date and protected against future hardware and software issues..

Helping manage desktop support team to aid in the imaging and deployments of laptops for new hires employed with Fujifilm Became more productive with routine installs, adds, removes, changes, and upgrades of various hardware and software components of the client's laptops and peripherals.Using PC Anywhere to connect and trouble a client's computer remotely, resulting in less escalations.Promoted to weekend support manager within three months of joining the desktop support team. Received and resolved tickets from both assignments and email, while still meeting the service level agreements given by 95 percent. Follow up with clients to make sure upgrades and/or changes made to their systems are still going smoothly.

Handled incoming calls coming from phones, emails and webtickets for a global 24.7 helpdesk. Increased knowledge of Microsoft Outlook , including importing PST files, setting up rules, and creating contact tables.Became familiar with the usage of VPN and remote desktop connections through the use of AT&T and Nortel Fiberlink.When needed, assisted in imaging and IMAC projects for new hires, as well as disabling accounts for terminated or resigned employees.Had a 90 percent first call completion without need for further escalation.

Maintained inventory of computer equipment and prepared for asset recovery.Serviced 100+ buildings and 5,000 end users on-site with installations, moves, upgrades, and repairs.Resolved Service Level; Agreements on help desk tickets with a 95% success rate.Performed backup and installation of client's new laptops set to company standards.