 Respond to phone calls, emails, and ticket requests on Service Now Ticketing system for all internal employees Providing for devices such as cellphones, VoIP phones, laptops, etc. Assistance with general technical issues and ticket request under the given time constraint. Troubleshooting complex software applications. Issues to be resolved requiring a broad range of troubleshooting skills including software functionality, application server set up, database management, data analysis, and third-party products. Troubleshooting VMs on Citrix and remote desktop support Creation, validation, and access modifications of user accounts on Active Directory Troubleshooting email accounts on Outlook and other Office 365 related issues

• Provided high quality technical support and managed multiple cases at one time.• Properly escalated unresolved issues to appropriate internal teams• Maintained detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.• Replaced damaged or malfunctioning parts on hardware when necessary.

Provided high quality technical support and managed multiple cases at one time.Properly escalated unresolved issues to appropriate internal teamsMaintained detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.Replaced damaged or malfunctioning parts on hardware when necessary.