• Served as escalation point for user requests and resolved issues in a timely fashion, documenting solutions in the service desk ticketing system• Worked with vendors' support organizations to resolve open hardware or software issues; perform hardware repair and replacement as needed• Scripting of new application installations, documentation, and support.• Documentation, organization, and scheduling of Windows based desktop operating system patching.• Periodic management of operating systems for the end user environments• Administration of systems management tools for application deployments and image deployments• Basic to Intermediate knowledge of Scripting languages such as Visual Basic Scripting, Powershell, and batch file• Windows desktop operating system patch management, organization, deployment, and scheduling.• Knowledge of systems management tools such as Dell KACE.• Unified endpoint management with IBM Maas360

• Provided telephone, Email and remote support to over 25000 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.• Created, responded to, escalated, and closed tickets in timely manner.• Account Maintenance (passwords and security related issues), Software, Web-based Applications, Network, PC Hardware support.• Performed various Field IT duties such as moves, adds, changed and desk side support• Served as a coach and mentor to other Help Desk Staff• Document all issues and generate reports detailing common problems and error trends.• Served as a Subject Matter Expert for account provisioning (Active Directory, Oracle, Salesforce, Avatar account creation and folder access)• Oracle database managing (users and security/access control.)

• Relationship selling products, services and solutions by getting to know customers and helping solve their unique end to end needs• Asking lifestyle questions to thoroughly understand customer needs, offers relevant services, solutions, and accessories so customer can make informed decision to complete their purchase• Provide the initial contact with customers, checks in product, and runs basic tests to determine product needs and service solutions• Deliver training through group formal and information presentations, consistent with program goals to educate on Microsoft products and increase sales.• Help customers with repair, installation and service of products in the store.• PC, Mac and Tablets basic set up.

Promoted to lead team up to 20 employees. Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote sales contests, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics. • Talent for identifying customer needs and presenting appropriate company product and service offerings. • Hire, Train, motivate, supervise, evaluate, schedule and terminate employees.• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.• Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.• Expertise in resolving escalated customer service issues.

Assigned as a desktop support technician servicing the entire 2400 student and faculty community in resolving their day-to-day desktop hardware and Software problems. The following represents the variety of experiences gained in this position:• PC hardware, Operating System (W2K,WXP,MAC OSX) and application software (MS Word, Excel, PowerPoint, Outlook) problem troubleshooting and resolution• Installation and Repairs to Local Network cable, switches and hubs.• Wireless Communications installations and Upgrades• New PC installations and reconfiguration using Symantec Ghost Imaging• Local and networked printer installations and troubleshooting • Active Directory Systems administration• Use of VNC for remote client access and Hyena• Creation and use of Sysprep for unassisted Operating System installations after ghosting.• Entry of confidential student data