 Developed continuous improvements and implemented solutions to existing infrastructure, tools and processes.  Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions  Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation  Manage, direct and coordinate support activities, including resolution times, incident management processes, and assignment of support duties and tasks  Supervise resource allocations and staffing  Manage employee goals and performance reviews  Support established policies, procedures, standards, and quality control processes to assure responsive support capabilities  Assist with the development, implementation, and administration of IT Support staff training procedures and policies  Comply with all internal and external policies and procedures and constantly involved in the improvements of these policies and procedures  Stay current with changing business priorities and re-align project work/resources as appropriateEnsure team takes ownership of user problems and be proactive when dealing with user issues  Reduce incidents by analyzing incident trends and working with other departments to recommend solutions  Ensure all requests are logged in ServiceNow  Avoid unnecessary support delays by escalating matters to management, where appropriate  Responsible for maintaining and updating patches on Kaspersky.

 Configured VoIP phones according to company standards.  Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results  Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking  Hands-on experience with Windows/Linux OS environments  Working knowledge of office automation products and computer peripherals, like printers and scanners performed remote troubleshooting and provide clear instructions to users  Coordinating with the end-user, team members and various support groups when major problems are suspected  Record, Update and Escalate Support issues to the next level in a timely manner  Support all IT onboarding activities for end-users