•Worked as part of a 15+ person team responding to onsite and offsite field support requests.• Performed troubleshooting, provided documentation and resolution of incidents, and escalated issues to the appropriate support staff as needed.•Migrated Windows 7 to Windows 10 and moved user data.•Involved with asset management of computer and networking equipment.•Processed orders for equipment & shipped hardware such as laptops, desktops, monitors, keyboards & mice to the rest of the field support team. •Went on-call as part of an on-call rotation providing level 3 support.•Supported and migrated users in the following fields: measurement techs, communication techs, I&E techs, pipeline techs, and everyday users. •Supported a large range of software and applications which techs used in their daily duties.

• Responded to onsite support requests.• Provided good documentation of incidents including issues with printers, hardware, software, network connectivity, mobile connectivity, etc.• Performed diagnostic tests to determine necessary computer repairs.• Escalated issues to the appropriate Level 2/3 Support Engineer as required.

• Supported Woodforest Bank employees with technology related issues by way of phone support, email support, Instant Messaging, and remote support using Altiris and Bomgar. • Utilized the Microsoft Service Center ticketing system and strove to resolve tickets on a “first call” basis. • Troubleshot, supported, and installed a wide range of hardware and software applications which were used by over 5,000 employees, serving over one million customers in 17 states throughout the US.

Best Buy Chat Agent NCO Customer Management – Best Buy Project April 2011- November 2011• Provided product and service information to customers via the BestBuy.com chat line. • Researched information such as inventory availability and Best Buy policies/procedures. • Provided relevant sales information to customers who needed assistance before placing orders. • Assisted customers who were experiencing difficulties with their Reward Zone and BestBuy.com accounts.Site AdministratorNCO Customer Management – IT DepartmentSeptember 2010- December 2010• Placed orders with the maintenance/cleaning crew and department heads for site supplies. • Performed shipping and receiving responsibilities. • Took photos and administered badges and headsets for new hires. LAN Administrator AssistNCO Customer Management – IT DepartmentOctober 2009- March 2011• Worked with a team that supported over 1,000 production PCs. • Was first responder to hardware and software issues impacting production. • Provided onsite hardware/software installations, upgrades, and repairs. • Provided remote support to projects on the production floor through the VPN system. • Installed and tested upgraded software prior to release.Geek Squad AgentNCO Customer Management – Geek Squad ProjectAugust 2009- October 2009• Provided excellent customer service. • Troubleshot technical problems and provided recommendations. • Set up in-home technical assessments and sold computer services for Geek Squad.