• Primary responsibility is to address all desktop including the following:- Create and administer Novell and Active Directory accounts- Create and administer Google Mail ID’s and Dropbox databases- Rebuild and replace desktop and laptop hardware - Troubleshoot dropbox database issues- Upload proprietary software to Zenworks servers- Desktop and Laptop hardware application and troubleshooting- Desktop software application and troubleshooting• Ensure all helpdesk tickets are addressed and resolved in timely manner• Image and configure new Dell and HP laptop and desktop for new onboarding employees• Configure Apple Iphones and Blackberry devices for Office Depot proprietary software• Provide support for network server backups • Restore and troubleshoot network drives on shared servers• Install and configure anti-virus software ( Kaspersky 10 Security and McAfee )• Configure and create VPN Cisco Network end user ID’s

• Primary responsibility is address all unresolved end user technical issues from various company support teams• Responsible for coaching and mentoring up 200 technical analyst and managing 15 direct analysts• Provide analyst trends and insight to upper management• Troubleshoot hardware and software issues and identify network/applications issues• Provide detailed information on how to set up/configure data and voice products• Verify provisioning and diagnose device or Network issues• Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration• Evaluate customers concerns and resolve problems to customer satisfaction• Troubleshoot various mobile device operating systems, Apple, Android, Windows and Blackberry• Configure various email types for mobile devices and tablets - Outlook or Corporate• Responsible for assisting mentoring and assisting peers with more complex technical issues• Assist with focused technical training for peers• Troubleshoot and download Verizon mobile applications to end user mobile devices and tablets• Build and maintain end user service accounts via cell site server application

Corporate Technology Trainer• Provide all technical and Human Resource related training for the Bank Technology Helpdesk • Technical Training included: Desktop and Application Troubleshooting and Support Lotus Notes systems support and account creation Blackberry support 7000 series – 9000 series Microsoft Outlook 03 – 07 Various mainframe and unix based applications Customer Service basic and advanced techniques (Tier 2 training ) Novell and Active Directory support, account creation and troubleshooting methods Microsoft Office troubleshooting and functions – 97 - 07• Balance and prioritize multiple training projects• Identify the need for and create new training materials as needs arise• Conduct global courses via teleconferencing and video conferencing• Certified A Plus and Network Trainer• Develop and Administer technical courses to increase bank technology productivity• Create training programs using MS Office 07, Captivate, Oracle and Visual Basic 7.0• Develop Self – Study guides and Multimedia Interactive Training Programs• Weekly Refresh training to a staff of 200 - 300 Technology Agents and Management Staff