• Provide exceptional level II, level I, and TES customer technical support for the Schneider Electric West Kingston facility and remotely for other locations nationally. Maintain physical presence at designated service locations to support end users. Build relationships with end users to encourage communication of individual or departmental based technical issues as they arise.• Monitor, update and maintain tickets in BMC Remedy ticketing system for incidents and work orders. Diagnose and provide plan of action to user for timely and professional resolution of user’s issues to their satisfaction. Schedule appointments to resolve more involved issues when required. Maintain open lines of communication with user throughout diagnosis and resolution process.• Provide In depth troubleshooting of software and hardware issues.• Support access to corporate network/wireless and applications both on network as well as over VPN. • Identify interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages.• Imaging / Deployment / Setup support of PC and mobile device hardware and peripherals.• Software installation as requested (based on standard software image and guidelines). • Perform routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed. • Assist in facilitating global telepresence meetings for Top Executive Support as requested.• Attend regional conferences to provide technical support for users as scheduled / requested.• Attend periodic OSS training to keep up to date on new applications, hardware, and procedures. • Conduct end user training on proper equipment operation as requested.• Process warranty expired assets for return to Crestmark and PCAAS Depot. Package and communicate with shipping company for asset bundle pickup. Communicate shipping information to Asset Team as requested.

• Provide exceptional Level 2 and level 1 customer technical support for almost 300 employees at 3 locations remotely as well as on site. • Triage and troubleshoot PC and laptop hardware, software and OS issues, including installing/swapping hardware components, deployment of software and drivers, and imaging/upgrading of operating systems such as Windows 7 and 10. • Triage and troubleshoot printer, mobile phone and tablet issues for Konica, Minolta, Apple, Samsung, and other products.• Manage help desk tickets and assignments to helpdesk technicians. Followed up with assigned technicians to ensure resolutions were provided in a timely manner.• Assist in developing new Jira Service Desk site to replace current Manage Engine site. Create request templates and workflows for various departments, assist in coordinating beta testing, receiving feedback from users.• Responsible for creating and managing user accounts in Microsoft Server 2012 r2 Active Directory.• Responsible for Outlook 365 online user account creation and maintenance. Communicate with Microsoft Technical Support as required to ensure timely resolution of account-based issues.• Responsible for programming/maintaining Mitel IP phone system software including extension maintenance, automated messages, and setting up lines for new housing programs. Communicate with vendor for on-site service calls.• Manage tape backups on daily/monthly basis with EMC Networker software. Coordinated monthly tape pick to Iron Mountain offsite secure storage location.• Develop and update Xerox Docushare scanning software and file repository for use throughout company. Provide support for Business Applications team as Subject Matter Expert after deployment.• Manage broadband accounts for laptops and company cell phones through Verizon.• Monitor Symantec Endpoint Protection software and accounts for network security.• Assist in maintaining user accounts in DUO two factor authentication software.

• Manage network at store level, ensure optimal register performance, troubleshooting and taking corrective action to minimize downtime. Maintain Active Directory user accounts. Maintain product database integrity/ accuracy. Maintain operation of multiple peripheral systems such as laser scan guns and multi-function kiosks. Teach team members and team leadership in use of software and procedures. Audit department pricing to ensure pricing and product accuracy.• Supervised and participated in setup of network, workstations, wireless digital scales, and cash registers in new flagship store prior to and during opening period. Coordinated AD account transfers from around region and creation of accounts for new team members in abbreviated window of time.• Configured network access and implemented system enhancements.• Carried out PC troubleshooting, including hardware, software, and operating systems.• Installed and upgraded operating systems for desktops and networks. Upgraded hardware. • Conducted end user training in general PC and software usage.• Maintenance of pricing database at store level to ensure maximum accuracy• Processing of batches sent from regional in multiple software applications (IRMA, RBX, ePlum) to update store pricing database on a regular basis.• Audit departments for pricing issues and discrepancies with both manual audits. Troubleshooting pricing issues in a timely manner, locate possible issues that would compromise long term accuracy and report them to the regional Data Team.• Regular auditing of pricing in scales to ensure both pricing and tare codes for packaging remain consistently accurate. • Processing and printing shelf tags to indicate most recent pricing for our customers. Assist in tag deployment with teams.• Assist in updating PLU ingredient lists in PLUM software for Prepared Foods items.

• Manage network at store level, ensure optimal register performance, troubleshooting and taking corrective action to minimize downtime. • Carried out PC troubleshooting, including hardware, software, and operating systems.• Installed and upgraded operating systems for desktops and networks. Upgraded hardware. • Conducted end user training in general PC and software usage.• Maintain operation of multiple peripheral systems such as laser scan guns and multi-function kiosks. Teach team members and team leadership in use of software and procedures. Audit department pricing to ensure pricing and product accuracy.• Maintenance of pricing database at store level to ensure maximum accuracy• Processing of batches sent from regional in multiple software applications (IRMA, RBX, ePlum) to update store pricing database on a regular basis.

• Managed networks of up to 4 production facilities, including servers, network connectivity, Active Directory, production operating software, printers, etc.• Assisted at North Atlantic regional helpdesk, fielding technical support calls from 23 stores, managing Active Directory user accounts, resolving Remedy ticket issues, loading/ repairing workstations for use at various locations.• Configured network access and implemented system enhancements.• Carried out PC troubleshooting, including hardware, software, and operating systems.• Installed and upgraded operating systems for desktops and networks. Upgraded hardware. • Conducted end user training in general PC and software usage.

• Manage network at store level, ensure optimal register performance, troubleshooting and taking corrective action to minimize downtime. • Maintain operation of multiple peripheral systems such as laser scan guns and multi-function kiosks. Teach team members and team leadership in use of software and procedures. Audit department pricing to ensure pricing and product accuracy.• Maintain product database integrity/ accuracy.

• Constructed and wired electrical test fixtures for military and commercial contracts. Soldered connections on circuit boards, as well as point-to-point wiring used on fixtures. Identified and corrected errors in production. Ensured accuracy of wire lists against schematics, identified discrepancies, and recommended changes. • Reviewed design package part lists from customers and sourced primary and secondary vendors.• Obtained quotes, placed orders, and monitored orders to ensure timely shipment.

• Built electrical control panels for precision metal roll feeders. Tested settings on roll feeders to ensure maximum feed accuracy to tolerances within fractions of millimeters. Ensure proper voltage levels from control panel to mechanical assembly. Performed troubleshooting and testing at customer sites to evaluate accuracy of electro-mechanical assemblies. Supervised scheduling of production and testing of feed assemblies. Performed customer-site and telephone technical service; completed customer-site installations.• Assisted department heads with scheduling and with forecasting of material needs and labor.

• Built and tested prototype automated robotic armatures, post ejection takedown cylinders, and end of arm tooling for plastics injection molding machines. Identified and resolved any issues found during testing. Documented corrections on technical drawings and bills of material to ensure accuracy for future production.• Performed ladder logic programming of automated robotic armatures for removal of molded materials from plastics injection molding machines. Tested routines to ensure compliance to customer requirements. Identified and resolved any issues found during testing.