Provide senior technical support for the United States Antarctica Program

• Handle tickets and requests daily, pertaining to critical business functions• Work with systems such as Active Directory, Exchange Administration, Azure, and proprietary platforms relevant to business needs. • Maintain a good ticket closure rate, depending on what is needed during the day, and ensuring timely resolution of a broad spectrum of issues. • Assist specialty teams when needed and document and escalate if circumstances require it.• Respond in a timely manner to executive and high importance requests and maintain a stellar customer rapport based on metrics provided via customer surveys.

Facilitate the resolution of complex IT related issues, as escalated from our Level 1 supportWork on multiple projects pertaining to business improvement and IT innovation Respond to issues in a timely and efficient manner to ensure customer satisfactionWork with multiple business critical systems from an administrative perspective, including Azure, Networking monitoring such as WhatsUp Gold, and Panorama, and AS400, Cargowise, and work with Active Directory heavily. Understanding of LAN/WAN networking and operations integration of network components

Provide top notch technical support to high profile doctors and hospital staff, and facilitate the resolution of 15+ onsite tickets a day

Act as primary contact for all IT related issues, and help strengthen the positive relationship between the IT Department and the rest of Rush Hospital. perform troubleshooting on machines regularly, and handle outages as well as network issues. Regularly attend high profile meetings, and work with unit directors to help ease their day to day processes regarding technology

Imaging and configuration of Laptops and PCsManaged technology portion of onsite and remote moves(project manager on hardware moves)Asset management and inventory control Handling onsite hardware tickets

● Handle invoices and hardware shipments● Image windows 7 machines for partner deployment ● Install client specific applications on user’s machines depending on requests● Utilize service now ticketing system for hardware tickets and asset management● Perform hardware life-cycling of user’s machines ● Recover lost hardware assets and systems that are no longer used by partners● Deskside assistance for partners that are having technology issues

● Worked with multiple clients doing remote tech support● Gained valuable skills in active directory and user administration● Handled 40+ ticket calls a day● Managed large clients such as Dyson, Hitachi, and Brown Jordan International● 6 minute average call handle time

● Perform daily tasks related to user support and PC troubleshooting● Image windows machines for users● Utilize programs such as active directory and “ServiceNow” ticketing system● Continue to hone systems technology skills, working with windows machines on a daily basis● Collaborate with IT help-desk team, taking hardware tickets from users with computer issues, and swiftly finding solutions to technology related problems