Monitoring a queue to insure a predefined SLA agreement was reached on a daily basisAssisted in the configuration, deployment, and maintenance of 3,600 new HP tablet computers to the Kraft North American sales forceInsured the delivery of the tablets to each training location prior to the training time determined by KraftAssisted in the imaging and configuring of each tablet to the specific guidelines and timeframe establishedPerformed quality control checks to confirm the proper settings for each userParticipated in weekly conference calls to discuss projects and any concerns between the Client and the Mobile Operations teamRepaired damaged tablets by replacing things such as chassis, screens, keyboards, motherboards, cpu's, HDD, etc.Imaged, configured, and maintained industrial computers, IP based bar code scanners, and IP based voice picking equipment.Maintained stock of industrial equipment and submitted RMA's when necessary.Upgraded Laptops from Windows XP to Windows 7

December 2008Supervised seven Level 1 technicians. Responsible for managing all incidents, including maintenance and repairs for both Benco employees and customers. Directly involved in reviewing resumes, conducting interviews and hiring. Responsible for creating department standards and policies. Maintained superior customer service by daily coaching and call reviewing, while still maintaining all previous position duties. Lead Technician, August 2008Directly assisted seven level 1 technicians by taking escalations based on company defined standards. Worked incident from ticket to resolution. Duties included, but were not limited to, managing documentation of incidents from customers and employees by technicians. Responsible for "grading" technicians' recorded calls to ensure proper customer service was provided and appropriate technical solutions were administered. Handled calls from difficult customers and ensured that issues and problems were resolved. Managed internal incidents by prioritizing them for service by our field technician. Technical Support Specialist, January 2008Provided help desk technical support for the nation's third largest dental supply company. Some software supported included, but not limited to Windows Xp, IBM Lotus notes, Citrix (remote access client). Managed employee cell phones via Blackberry Enterprise Server Manager. Upgraded BES to latest software release. Set up, configured and repaired company laptops, desktops, printers and Blackberrys. Directly supported Benco Dental's customers using BencoNET digital integration services, and Windows based networks.Prepared BencoNET Windows 2003 Servers for deployment in offices.Deployed backup solutions appropriate for customer needs