Access & navigate multiple systems to establish, update, and retrieve customer service data while simultaneously negotiating with customers to meet Service goals. Detailed research, documentation, education and follow-up with customers and associates. Ensure customer satisfaction and revenue growth through excellent communication and negotiation skills. Recommend telephone, video and Internet service and products.

Onsite hardware warranty support for Lexmark printers and Dell desktops, laptops and printers for corporate and home end users. Responsibilities include daily parts pickup, installation, troubleshooting and tracking parts returns; organize and schedule appointments with clients efficiently in an eighty-mile area. Operate Windows/DOS and standard applications. Install and test PCs. Diagnose malfunctioning units. Repair hardware problems. Repair software configuration problems.

Selected by the corporate office of a convenience store chain to resolve IT problems from all 50 stores by phone, by remote desktop or in person at the store location. Responsibilities also include reviewing and scheduling data backup; reviewing current and outstanding work orders; approving service reports; providing follow-up services; setting up and reviewing network, hardware and software needs for new hires; and training personnel in all levels of software usage.

Administer IT operations, schedule and monitor jobs by an original equipment manufacturer/supplier of more than 150 models of material-handling equipment for North America, South America and Europe. Reviewed and recorded daily backups. Assisted staff with computer, printer, phone and voicemail issues. Documented and reviewed software licensing needs for compliance with the Business Software Alliance as well as hardware purchases and needs based on inventory and life-cycles. Installed and configured computer hardware and software.