• Configure new employee workstations, including all hardware, software and peripheral devices.• Update and modify existing and new computers with current software and operating systems. • Review current hardware and software configurations and recommended modifications to increase system speed.• Remove malware and viruses from laptops and desktop systems using specialized software.• Use root cause analysis to troubleshoot and resolve hardware related issues.• Assist end-users with software and hardware troubleshooting to determine causes of system malfunction.• Curate and manage a student laptop loaner program supporting over 500 Windows and MacOS devices.

• Resolved issues on initial call using internal knowledge base, troubleshooting skills, experience and team resources.• Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.• Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.• Assisted student and staff by troubleshooting sign in, password resets, printer configurations and other technical issues.• Directed calls to product line, application and system specialists and vendor resources and alerted management to recurring problems.• Supported and assisted less experienced technicians in resolving client issues requiring specialized experience.

Worked hand in hand in with direct supervisor and colleagues to do a variety of different roofing tasks. Participated in tear-downs, re-roofs, patch jobs, picking up supplies, and asphalt roofing. Often worked solo doing the same tasks while my direct supervisors were handling other tasks.

Manage a wide variety of customer service and administrative tasks toresolve customer issues quickly and efficiently. Manage and help techniciansacross the U.S. to resolve customer issues as well as diagnose problems andissue their payments.

Took inbound customer phone calls, assisted clients in repairing their machines, and resolving concerns in a timely manner. When given the opportunityarose sold full units and extended warranties to new and existing customers.