• Acting as a liaison between technical and business groups to provide them the required specifications/documentation for the End-User Computing Service Desk ticketing system.• Generating reports from the ticketing system to expedite case closure by regional teams• Provide high level technical support to users on routine through complex problems on all desktops and laptop issue• Work within established procedures and methods; prioritizing user requests utilizing a trouble ticket management system.• Gathering data, verifying requirements and documenting on/off boarding processes, user/exchange administration work-flow by leveraging End-User Computing ADManager• Configured end-users Central File Storage, Local Data Backup.• Created knowledge articles for the team to follow when they need assistance on any case they need assistance on. • Manage outside vendors providing network, software, and hardware support and holding them accountable to SLA delivery and fault resolution.• Identify and maintain KPI’s• Building and deploying desktops and applications with a central management system (SCCM).• Assisted other agents within the team and vendor teams resolve issue when my assistance was required.• Support the team when 24/7 availability was required.

• Resource for coaching junior team resources, evaluation of Web services and productivity tools, implementing automated build and testing scripts.• Responsible for a complete J2EE conversion from PowerBuilder modules including technical re-design and system integration.• Technical documentation for a successful approval for SRED application.• Streamlined the development cycle and support features through analysis and design with UML.• Detailed technical documentation for efficiently control inventory with strong recommendations to senior management for effectively reducing costs.• Consulted various companies on installing, configuration and training for Web services and tools.