Large retail chain of Vape/Smoke shops throughout Texas. 75+ locations and growing.

Troubleshooting PCs, printers, application software, telephones and network communications. Apart of a team that handles approximately 10,000 calls/month in a customer-facing, clinical, often highly-stressful environment. Responsible for resolving and/or triaging to IT staff and department managers with regard to diagnosing internal work requests and system problems related to personal computers, telephones, network and related systems. Windows NT, MS Office, and MS Outlook/Exchange knowledge, as well as the ability to troubleshoot new software and technologies as they emerge, including wireless and telecommunications.

Maintain a high standard of business and ethical conduct with end-user, vendors and employees.Maintain accountability and ownership of issue/ request ticketsInterface with end-users to provide problem resolution via the telephone and remote desktop support for Hardware, Software, and other itemsExperienced in Active Directory in regards to managing user's account.Managed end user profile/data, and trained users on various applications and IT procedures.Performed VPN and Networking installation and troubleshooting.Installation and troubleshooting of Microsoft Office suitesTroubleshoot and resolved issues relating to Telecommunication devices (Cisco IP Phone, WebEx, Avaya)Configuration of mobile devices for emails (Android, Ipad/Iphone, Blackberry)Created Standard Operating Procedure and worked with my colleagues and supervisor to improve service to clients. .

Provided desktop support for over 2000 internal usersReimage and configure computers to meet company policyResearch end-user problems to determine root cause.

Install and test RFID mesh networks for Real Time Location SystemsTesting of accuracy within the mesh networkResponsible for building great relationships with clients