• Lead Deployment Tech responsible for scheduling, email communication, and deployment of 4,500 plus campus and field employees • Provide onsite support to authorized Users with operational and technical support meeting specified SLAs• Ensure integrity of old system data and user settings• Familiar with imaging tools and software, KVM, Ghost, etc• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations… Show more • Lead Deployment Tech responsible for scheduling, email communication, and deployment of 4,500 plus campus and field employees • Provide onsite support to authorized Users with operational and technical support meeting specified SLAs• Ensure integrity of old system data and user settings• Familiar with imaging tools and software, KVM, Ghost, etc• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc.• Utilize problem management database and systems to track/report customer calls and requests• Ensure integrity of confidential company data by wiping data via Blancoo software• Document processes and identify customers requiring follow-ups using ServiceNow Show less

Roche Diagnostics Corporation IT Support Specialist – Fishers, IN January 2017 to October 2017 • Helps identify and implement innovative solutions for customers. Open and close service requests and incidents, as well as manage the classification, assignment, tracking and completion of requests. • Create appropriate content and evaluate effectiveness of the Knowledge base content for assigned role as Technical Administrator or Technical Subject Matter Expert. • Drive… Show more Roche Diagnostics Corporation IT Support Specialist – Fishers, IN January 2017 to October 2017 • Helps identify and implement innovative solutions for customers. Open and close service requests and incidents, as well as manage the classification, assignment, tracking and completion of requests. • Create appropriate content and evaluate effectiveness of the Knowledge base content for assigned role as Technical Administrator or Technical Subject Matter Expert. • Drive overall customer satisfaction through individual and departmental KPIs. • Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions. • Identifies and resolves hardware and software application conflicts for first level resolution. • Provides technical resolution via phone support with end users for multiple enterprise applications Show less

• Used Salesforce to analyze and resolve problems with a goal of 90% first call resolution. • Utilized Salesforce Ticketing System for tracking, information gathering and troubleshooting. • Logged all help desk calls or email requests into Problem Reporting System • Kept customers informed of progress on problems that could not be resolved on first call. • Investigated escalated calls and provided immediate resolution with customer updates. • Efficiently navigated multiple… Show more • Used Salesforce to analyze and resolve problems with a goal of 90% first call resolution. • Utilized Salesforce Ticketing System for tracking, information gathering and troubleshooting. • Logged all help desk calls or email requests into Problem Reporting System • Kept customers informed of progress on problems that could not be resolved on first call. • Investigated escalated calls and provided immediate resolution with customer updates. • Efficiently navigated multiple computer software applications. • Identified errors/patterns in software, while assisting resolution and reducing call volume. • Created “How-TO’s” in system database for future training purposes. Show less

• Logged all help desk calls. • Promoted a professional help desk image and sold the value of the help desk. • Investigated causes, test solutions, and set solutions in place to reduce future calls. • Emailed requests into Problem Reporting System and updates problem profiles. • Utilized Remedy Ticketing System • Trouble shot hardware/software update issues. • Remotely accessed desktops to provide additional customer assistance.

• Picker/Packer/Certified Forklift Operator. • Trained employees on Case Seal Quality Assurance maintaining high QA levels. • Practiced safety by keeping a clean work environment. • Trained new employees on company policies and procedures.

• Palletizer/Trainer • Certified Forklift Operator: Cherry Picker, Reach, Walkie, Sit-Down, Stand-Up. • Researched and analyzed company information and drafted daily reports. • Establishing OSHA compliant standards and rewriting warehouse procedure manuals. • Produced Lock-Out-Tag-Out Policy. • Organized and maintained paper/electronic files. • Reviewed and revised company policies for accuracy.

• Identified trends in defective returns and recommended processes for improvement. • Responded to customer inquiries in a courteous, timely and effective manner. • Performed analyses of company products to determine conformance to accepted specifications. • Performed electrical tests aiding maintenance and certification of company product. • Managed company returns and provided superior customer service • Established Charging/QA system helping determine status of returns… Show more • Identified trends in defective returns and recommended processes for improvement. • Responded to customer inquiries in a courteous, timely and effective manner. • Performed analyses of company products to determine conformance to accepted specifications. • Performed electrical tests aiding maintenance and certification of company product. • Managed company returns and provided superior customer service • Established Charging/QA system helping determine status of returns. Show less

• Generated sales and managed store funds • Ensured all Quality Assurance standards were maintained • Responsible for setting up routine maintenance of rental vehicles • Produced all forms of office communication • Resolved customer complaints efficiently