Tier 3 support analyst for a company of over 20,000 U.S. employees, 2500 Canadian employees and 3500 Latin America employees in 13 Countries. Primary contact for IT issues from our Tier 1 and 2 support personnel.• Resolve third level problems which have been escalated by Level 1 and 2 Support analysts by providing advanced technical expertise. • Provide technical advice, guidance and training to Level 1 and 2 Support analysts and customers.• Document problems and solutions. • Maintain the ServiceNow Knowledge base. • Created and launched Mobile Messaging environment consisting of Android, iOS and Windows Mobile devices using MaaS360 Mobile Device Management.• Support for Cloud based applications including Office 365 and OneDrive.

Blackberry Administration.Support of external and internal e-mail clients on Microsoft Exchange, Lotus Notes,Outlook Web access and IMAP.Manage Support tickets using Remedy.Worked as a Team to share and expand knowledge database.Managed trends and created plans to reduce issues from reappearing

I provided setup, maintenance, troubleshooting and upgrade of computers, equipment and peripherals that utilize Pick O/S, Universe, UNIX and AIX.I supported an Operations Information System developed in-house on PICK.I supported systems in both LAN/WAN environments. WAN systems connected via an ISDN routed network.

I managed a department of 4 employees consisting of Alarm Monitors/Dispatchers and Customer Service.Implemented an Alarm reduction program which was adopted by the Corporation and resulted in a net savings of over $1,000,000 in it's first year.

I managed telecommunications for an office of 110 employees. Providing maintenance and managing billing of all telephone, data and ISDN lines.I provided support for an in-house Operations Information System run on Pick Operating System.I set up a maintained a local desktop support environment running on Windows 95. Responsible for setting up and deploying desktops and support of hardware and software.

I was responsible for monitoring commercial and residential alarm systems. Contacting customer and law enforcement agencies in the event of an alarm activation.