I am well-spoken, energetic, confident, and personable - the type of person on whom you and your customers can rely. I also have a wide array of experience and training; you will be able to place me in a number of contexts with confidence that the level of excellence you expect will be met. I have provided remote and on-site user and system support covering corporately-approved technologies. I am responsible for the resolution of incidents involving information systems and related equipment used. I have provided day to day system administration and support, including data backups, data restore, site surveys, installation and/or removal of hardware and/or software, following agreed policies and procedures. I have tested hardware and software components affected, resolving malfunctions found and recording results. I have provided detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations. I have assisted users in making more effective use of systems, products and services, investigating complex problem situations. I have used judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily. Following agreed procedures, responds to requests for assistance by telephoning users. I have provided information to enable users to solve their problems maintaining accurate log entries of contact with resolution details and follow-up information, and at all times, dealing with users in a courteous, friendly, professional manner. I have overseen technical operations & infrastructure and evaluated to ensure compliance to company polices. Supervised the design & implementation of Infrastructure and eliminated security risks. I have developed, managed, and tracked the department’s annual budget. I have devised and established policies and systems to implement the strategies set by the upper management. I have analyzed business requirements of all departments to determine their technology needs; improved productivity by 50%. I Spear headed a team of support members, including Help Desk and System Administrators, and provided training to operations, systems, and procedures.