Positive, consumer-minded, with 10+ years experience in Customer Service. Tech Savvy. Customer Relations Team representing the Company and handling all the escalated issues that were both good for the Company and the Customer. Strong problem-solving abilities and attention to detail. Configures, installs, monitors and maintains IT users' desktop software and hardware; supports mobile workforceProvides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software. Use of Zendesk and Remedy software.Responsible for end-to-end problem ownership, resolution, and communication with employeesResolves and close tickets/work orders supporting end-user desktops and peripheralsResponds to customer support issues escalated from the HelpdeskContributes to desktop projects (global installs/upgrades) as a project team memberRemotely diagnoses and resolves requests utilizing remote toolsTroubleshoots and collaborates with other departments to assist with infrastructure related issuesDocuments customer interactions in incident management system, including asset managementRecovers data from hard disk drives and/or perform data migrationSupports remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptopsInstalls and configures local and network based printersPerforms preventative maintenanceWorks various shifts, holidays, on-call Follows management guidance, adhering to IT policy and procedurePerforms other duties as requested.