• Investigate, research, troubleshoot and resolved any IT or technical issues that arose • Manage user account in AD • Provide level 2 and 3 support following ITIL procedures • Implement desktop and laptop Image and Deployments• Receive and repair and laptops or computer equipment • Ticket queue management and escalation for service desk via Service Now• Performed remote software installations• Provide RMA services to end users on systems that can not be repaired remotely• Manage and maintain Inventory via ITAM protocols• Manage inbound and outbound shipping via FedEx and UPS

• Investigate, research, troubleshoot and resolve any IT or technical issues that arose • Ordered and managed asset for project and users in service • Perform imaging, moves, additions, and changes (IMAC) of desktop and laptop computers • Respond to requests for new services create new hire account and manage AD • Provide level 2 and 3 support following ITIL procedures • Implement desktop and laptop refresh and audit program• Receive and repair and laptops or computer equipment • Ticket queue management and escalation for service desk via Service Now• Performed remote software installations• Provide in-house tech support for VP and other corporate staff• Provide Dpt Heads with Incident reports accounting for lost production numbers

• Provided support in Consultant Changeout • Meet with Cognizant Project managers to review process in place and fine tune as needed • Investigate, research, troubleshoot and resolve any IT or technical issues that arose • Provided input on inventory control and asset management for project • Perform imaging using SCCM, moves, additions, and changes (IMAC) of desktop and laptop computers • Respond to requests for new services• Ticket queue management for service desk incident response via Service Now • Provide level 2 and 3 support following ITIL procedures • Implement desktop and laptop refresh and audit program• Perform new user IT training and communications of IT SOP • Act as a Resource for other Tech on this project • Receive and repair and laptops or computer equipment

• Developed and implemented procedures for Windows 7 Tactical Migration for AIG • Oversaw the setup of the installation lab• Meet with AIG and Dell Executives to review process in place and fine tune as needed • Managed a 6 man team for the tactical migration • Resolved any technical issues that arose due to AIG or Dell policies • Managed and maintain project production levels and reported on overall project status • Oversaw inventory control and asset management for project • Receive and repair and laptops or computer equipment

• Provided a point of contact for employees of PennyMac for support issues • Ticket queue management for service desk via Service Now• Provided remote network solutions in a virtual environment • Performed remote software installations on Wyse systems and HP TC • Managed users in a Google Corporate Environment • Managed used in Active Directory • Provide in-house tech support for VP and other corporate staff• Ticket queue management for service desk incident response via Service Now

• Provided a point of contact for retail as well as in-house employees.• Provided troubleshooting for products sold • Provided remote network solutions to onsite in-store issues • Point of contact to contractors for onsite repairs or new hardware installations • Answered phones to take RMA request and solve other in-store issues • Shipped replacement hardware via USP and FedEx and provided tracking info on shipment • Receive and repair and laptops or computer equipment • Maintained customer relations with reps in local stores.• Provide in house tech support for VP and other corporate staff

• Help Desk for a VoD company for five-star hotel resorts.• Handle inbound calls to provide troubleshooting • Point of contact for hotel staff and guests.• Point of contact for Field Reps and other onsite Technical Staff• Resolved server issues connecting the guest to HSIA wireless and LAN gateways.• Resolve various hardware and software networking issues.• Provide support and maintain Windows-based networks remotely.• General AV-related troubleshooting issues.• Install TV hardware and software.• Install, manage and maintain App, Video servers and switches using Cat5e, Cat6, and Fiber that provided VoD, IPTV feeds and HSIA via WAP and LAN Configurations.• Reading and creating Flow Charts, Wiring and Network diagrams using Visio • Compile service reports for hotel staff • Fulfilled orders using UPS shipping software to make RMA labels for faulty equipment returns.• Shipping server equipment globally and resolving any customs issues that may arise • Build and repair PCs to be used as test benches for remote equipment testing on site soldering motherboard and capacitor replacement on damaged equipment.• Troubleshoot issues in XP, Vista, Windows 7, and OsX.• Knowledge of Outlook, 97, 2003, 2007 configurations and port forwarding.