Responsible for the day-to-day operations of the IT Services Teams. Maintaining and improving client satisfaction through communication and surveysCreating and implementing new processes to streamline operations.ConnectWise Administrator PowerGadgets AdministratorAuthAnvil 2-Factor Authentication AdministratorOffice 365 AdministrationCreate basic SQL reports

General Helpdesk position- Create and update tickets- Ensure issues were resolved in a timely manner- Ensure effective communication with end users

Providing outstanding customer service to our 500+ clients as Level 2 Support utilizing remote assistance software including Bomgar and WebEx software. Main point of contact for multi-location, High-Volume Doctors' Office.Supervising Customer Assistance Center day-to-day activities for the 2 locations of our Support Assistance Centers. Overseeing scheduling of Engineers; Help Desk ticketing system. Identifying issues and working them or escalating them as needed.Following up with in-house employees & field engineers as well as confirming completion and customer satisfaction for 300+ tickets per week. Creating reports for call statistics and ticket statistics utilizing IPCC Call History Reporting.Analyzing client networks, generating a summary report for clients with recommendations on upgrades and improvements.

Received commendations for excellent customer relationsMaintained Excellent Work Attendance RecordDemonstrated Qualifications for AdvancementResponsible for creating, working & updating trouble ticketsResponsible for following up with customers & field engineersEffective troubleshooting of various customer issues including:Citrix Exchange 2003 & 2007Server 2000, 2003 & 2008Lifesize Video Conferencing equipmentBlackberry Mobile DevicesActiveSync Mobile DevicesDesktop SupportSwitches, Routers & FirewallsCisco Call Manager Troubleshooting & Configuration for Ver. 4.x - 7.x

Classes Taught:Network Security II Networking IIRouters IKeyboardingMicrocomputer ApplicationsWord Level IIExcel Level II

Provided excellent customer servicePlanned & conducted new student orientationsTroubleshooting network, computer and printer problemsDesktop supportAdjunct Instructor Fill-inIntroduction to NetworkingMicrosoft Applications

Conducted new student orientation Performed extensive troubleshooting of computer and network problemsConfigured and implemented Active Directory Domain Controllers, Print, and File ServersManaged Users in Active DirectoryPerformed general networking tasksImaged Student Drives for the new term using Symantec Ghost Enterprise Edition