Provide prompt and courteous support to internal staff on all company supported applications by answering requests/questions concerning equipment, software and hardware. Address all user inquiries and complaints with the highest degree of professionalism and product knowledge. Support a remote sales force of 250. Equipment and services include Windows Operating systems, Windows Server 2008/2012, Label Printers, SAP Printers, SAP Production environment, Shiplinx, ADP, RF Devices, Laptops/Desktops/Mobility and select network hardware associated with Shipping, Receiving, E-Commerce, and Supply Chain.

Provide Hardware/Software support for a medium-large multi-national sports equipment company.Desktop Support- Troubleshooting Windows XP- Maintaining Anti-Virus and Mal-ware protection - Network Printers- Wireless RF Warehouse Solutions- Misc. Application Support - Lotus Notes - Office 2007 - SAP

Provide 2nd level on-call support for all of National City's Remote Access Infrastructure. Take ownership of escalated incidents and see through to resolution. Work directly with 3rd level groups for consults and problem determination. Primary point of contact for Wireless Remote Access processes between multiple support groups at National City.Desktop Support- Application troubleshooting- Symantec Antivirus – Corporate edition- SMS troubleshooting- General Operating System troubleshooting- PrintingMessaging Support- Microsoft Exchange administration- Symantec Mail Quarantine monitoring- Email (Microsoft Outlook, IBM Lotus Notes)- Instant Messaging (Microsoft Office Communicator, IBM Sametime)- Outlook Deleted Item RecoveryBlackBerry Support- BlackBerry Enterprise Server administration- BlackBerry device support- Operating system recoveryRemote Access Support- Cisco VPN- Aventail Web Remote Access- Verizon and Sprint broadband Air Card- Network connectivity; Wireless router configuration- Provide training to other team members and different levels of supportKnowledge Management- Create/maintain internal documentation in knowledge base for Self-Service, Tier 1, Tier 2, and Tier 3 access levels.- Develop new support procedures

Received calls related to technical problems and performed initial triage and/or escalation. Regularly coached and trained Technical Service Desk personnel in regards to remote access troubleshooting and procedures. Consistent above average survey scores and Call Monitoring score results.