Tier II/Tier III level support for Windows-based PC hardware and software and Windows Mobile handheld application support for approximately 1,000 U.S. and Canada Field Services associates. Proficient in Hewlett-Packard Service Manager and ARTS ticketing systems. Subject matter expert for U.S. Field Services systems, including FSAC-SS (Field Services Administration Center administration), SERVICEPower GANTT (ticket scheduling), SERVICEPower GPS (location based tracking and escalation scheduling) and Technician Workbench (Field technician interface software). Create, update, and maintain three internal Web sites using CSS, HTML, JavaScript, and Perl. Coordinate with middle and upper management for updates and major site changes. Partner with wireless and hardware vendors, including AT&T, Sprint, T-Mobile, and Verizon Wireless, to support Field Services associates. Assist in the development and testing of the corporation’s PC image for corporate and Field Services associates laptops and desktops. Assist in product evaluation of next generation desktop and laptop hardware and software, as well as next generation handheld and mobile broadband technologies.

Provided station creation, modifications and basic call routing support for enterprise PBX installations and upgrades using GUI interfaces ProVision, Avaya Site Administration and Telnet. Coordinated with customers and department heads for set design and station reviews. Provided cutover implementation support and end user training for individual telephone stations, voice mail system and system administration. Assisted Software Specialists with call routing, hunt groups, class of service and class of restriction tables.

Team leader for 12 regional subject matter experts nationwide. Single point of escalation contact for Windows based hardware and software PC support for the Federal, Mid-Atlantic and Southeast U.S. Regions of approximately 1,150 employees. Provided on-site support and product training for company offices; , including PC and handheld refresh. Coordinated with regional Field Services Managers and Operations Managers on Field issues and was the chairperson for monthly meetings to ensure continuity within each organization.

Trained approximately 950 Field Services associates from the Mid-Atlantic and Tri-State regions with the introduction of new Field Services tools, including ACT, Technician Workbench, FSO Tools and Remote Feature Activation (RFA) for PBX integration.

Performed small business installations, adds, moves, modifications and upgrades, to include, but not limited to: Partner ACS, Merlin Legend, Merlin Magix, Spirit and enterprise DEFINITY G3Si installations and voice mail systems. Responsibilities included system design and implementation for small business PBX's, customer training, telecom, and network support. Enhanced existing documentation for Field Services associates. Worked with local Material Stock Logistics location to ensure inventory and product remained current and all orders and expedites were received on-time. Implemented product installs for five separate law firms, ranging from 30 to 250 user law firms.