Worked as a vBar Sales Support Agent as a remote technician assisting field sales agents over the phone resolving hardware, software, Active Directory, and configuration issues on a ticket-based system escalating any tickets to the proper groups that could not be resolved through the initial phone call. Setting up eBar appointments for issues that need hands on resolutions. Assisting users with resetting passwords, configuring mobile devices to utilize Outlook, Teams and other BSC mobile applications. Diagnosing and resolving IRIS REX issue. VPN issue resolution and RSA Token assignment and resolutions. Assisting users with internet issues, driver issues and docking station issues. Password recovery, BIT Locker recovery and assisting new hires with computer configuration. Assisting users with getting new or updated equipment,

Worked for the eSolutions Center as a technician assisting users over the phones resolving hardware, software, and configuration issues on Windows 10 systems. Also assisted users with resetting passwords, configuring mobile devices to utilize Outlook, Teams and other mobile applications. VPN issue resolution and RSA Token assignment and resolutions. Diagnosing and resolving internet issues, driver issues and docking station issues. Resolved password lockouts, BIT Locker password recovery and assisted new hires with computer hardware and software configuration. Setting up and diagnosing and resolving network and home printers.

Worked for the eSolutions Center as a technician assisting users over the phones resolving hardware, software, and configuration issues on Windows 10 systems. Also assisted users with resetting passwords, configuring mobile devices to utilize Outlook, Teams and other mobile applications. VPN issue resolution and RSA Token assignment and resolutions. Diagnosing and resolving internet issues, driver issues and docking station issues. Resolved password lockouts, BIT Locker password recovery and assisted new hires with computer hardware and software configuration. Setting up and diagnosing and resolving network and home printers.

Worked as a deskside technician going to users’ locations on campus and worked as an eBar agent assisting users with hardware, software and configuration issues with their computers and cellphones. Reimaging, configuring, and assigning computer to users, assigning equipment to users. Keeping track of inventory, filling orders, and vending machines, assisting users with badging issues. Started working from home as a remote phone support agent due to the Covid Pandemic.

Contract work for UMASS/Memorial Hospital working on the Windows 10 upgrade project: Re-imaged computers over a Windows based network using PXE client/server interface. Used Active Directory to set custom account permissions and add printers based on computers needs and locations. Configured Windows settings and tested functionality according to engineering guidelines. Also deployed re-imaged computers onsite in a hospital setting, installing needed software from the network, installing printers, scanners and other devices, saved and migrated data from old computers to new computers if they were single user machines. Tested the computers and devices and repaired any issues found. Performed repairs on computers with any software or hardware issues after deployment and testing using a ticket system.

• Repair Technician: Repair and refurbish iPhones, iPods, iPads and Android devices. • iOS Software Research and Development: Provided software and technical support for the technicians, sales department and customers, install and test iOS beta releases, resolve new release iOS bugs, repair and resolve software issues for iOS and Android devices, create BOM’s for replacement parts, research manufacturing and component data for the company's special projects (e.g. working with component repair on replacing WiFi and NVRAM chips on an iPhone logic board, setting up testing paradigms for new parts and vendors) • RMA Department Manager: Processed the received RMA’s, track and analyze repair/failure data and implement changes to procedures as necessary, work with our technicians and our parts and repair vendors to resolve quality issues, determine whether a device is repaired in-house or returned to vendor.• Order Controller: Created and assigned work for the phone repair and hardware repair departments, acted as liaison for sales and repair technicians. Controlled high dollar inventory, order tools and supplies for the technicians.

• Server Technician: Assembled and tested Linux and Windows based servers according to specific build instructions. I would repair any hardware or software issues that occurred during assembly or testing and repaired any issues that failed during QC inspection.• Warehouse Worker: Moved to the warehouse after the sale of the company to assist in the complete software and hardware infrastructure change. Worked with offsite technical support to learn the new software, hardware and warehouse processes to train the warehouse staff on the new systems and helped reorganize the warehouse and inventory. Then worked as an Order Allocator and in Inventory Control.

Diagnose and repair hardware and software issues as well as upgrade and install new programs and the removal of viruses and malware on staff's workstations and notebooks on a per Diem break/fix situation.

• Lead Technician: Provided technical support, training and guidance to 30+ repair technicians, trained new hires in administrative and technical procedures, acted as liaison between the technicians, sales, product management and component level repair, diagnosed and repaired all makes and models of Windows based laptops and desktops.• Return Repair Coordinator: Created and managed the RMA Department, performed the intake and evaluation of failed repairs, compiled and analyzed data on technicians work and parts quality, assigned reworks, I would repair systems that failed in the field two or more times, determined if particular systems needed to be replaced under warranty, implemented new testing processes, retrained technicians as needed, worked with the sales department to address recurring customer issues.• Projects: Coordinated the move and the set-up of the repair department to a new facility. Built, configured and loaded an image server in the repair department for technicians to restore computers using Ghost on a Windows Server 2003 based server. Team member during the company’s full restructuring prior to its sale. Coordinated and oversaw the tear down, BOM creation and part labeling for a special purchase of over 600 used laptops for our parts inventory.

• Field Service Technician: Onsite diagnostics and repairs of all makes and models of laptop and desktop PC’s, networks, peripherals, servers, card readers, printers and laser scanners for major warranty providers and manufacturers at customers homes and businesses. I would receive the service calls through email, pick up the parts from UPS and/or FedEx and call customers to schedule times for the service calls. • Projects: Provided onsite home computer, network (LAN and WiFi), and peripherals setup and end user training and through Dell’s Home Care Support Service, also installed business computers, servers and networks through Dell’s Business Support program.

• IT Support Technician: Provided hardware, software, network support and maintenance for 100 Windows based workstations on campus and another 20 at 3 off campus locations as well as another 10 school supplied laptops. Diagnosed and repaired hardware and software issues, repaired network and internet connectivity issues, installed and configured peripherals at workstations and on the network while working with staff on location or over the telephone to address the issues. Upgraded hardware and software as needed, removed viruses and malware, configured and optimized systems, reimaged systems as needed, and performed routine physical cleaning and maintenance like defrag and check disk, temp file and cookie removal.• Projects: Coordinated and led project to provide all classrooms and off campus housing with internet PC’s for students and staff. Led the team to coordinate teaching basic computer skills to students.