Manage and maintain reports and corrections for the ISO database. Send out multiple daily updates regarding the errors and events pertaining to the ISO portion of the Claim Center application.

Support, develop, maintain, and distribute FTP or cloud solutions to clients currently using antiquated policy transferring software that is being decommissioned.

At Q&B I would resolve any tickets that would be created through our Tier 1 Help Desk team that were escalated to my team. I supported a Windows 7 environment using MS Office 2007 on Dell desktop and Lenovo laptops. We also have new HP EliteBook laptops that we support as well. I was required to refurbish any old equipment that was broken and replace hardware in both the laptops and desktops. I was also required to use Cisco and Polycom video conference equipment on a daily basis.

At CAH, it was my duty to troubleshoot and resolve any issue that came into the Service Desk, but it was my sole responsibility to maintain the VOIP phones, the Global Address List, and assist with setting up laptops and desktops for new hires or any MAC requests we received. It was also my duty to maintain the networking closet and manage the port distribution across the office.

As a PC Provisioning Technician at First American Title, it was my primary responsibility to replace existing computers at any of our locations across the country. I worked in a team of seven supporting a user base of over twenty thousand in the US and Mexico. I supported over three hundred applications and numerous models of both HP desktops and HP laptops. We used a custom modified version of Service Now called Service First and held an average of 20-30 tickets at any given time with at least half of them being build requests while the remainder were delivery confirmation and follow up tickets. We were expected to ship at least 4 new computers a day and close an average of 50 tickets per week.

As a Desktop Support Technician I am a level 2 and level 3 technician that resolves all tickets that come through the Service Desk West queue that are assigned to me from the First American Support Call Center.We support over 30,000 employees globally, and over 300 programs and applications used by those employees. We are expected to resolve an average 10 or more tickets daily and have an average ticket queue of around 30 at any given time.

Provide first call resolutions for all desktop and laptop related issues in a Windows XP environment.Ticket all emails using HEAT, Remedy, and NextDesk ticketing systems and assign them to the correct bins.Monitor and track alerts for UNIX and SQL servers, and notify administrators accordingly.Work with other teammates to resolve outages promptly.Maintain event logs and web logs of all events during shift.Work any tickets placed within the Helpdesk bins within SLA allotted.Hold conference bridges with administrators during maintenance or outages to allow expedient resolutions.Support 5000+ internal users in Active Directory, Blackberry Manager, and SAP.Add, edit, and remove users from Active Directory, SAP, Blackberry Manager, Remedy and NextDesk.Support applications like Excel, Word, Outlook, Access, Dynamics SL, PowerPoint, and SAPSupport users in need of adding, editing, or deleting PST files.Image both new and used laptops for distribution using the ghost server, and verify they have the required applications before sending them out.Support Lenovo t42, t43, t60, t60p, t61, t61p, t500, as well as ThinkCentre desktops.

Provide first call resolutions for all laptop related issues in a Windows XP environment.Ticket all emails using the Remedy ticketing system and assign them to the correct bins.Work with other teammates to resolve outages promptly.Work any tickets placed within the Helpdesk bins within SLA allotted.Support 1000+ internal users in Active Directory.Add, edit, and remove users from Active Directory and Remedy.Support applications like Excel, Word, Outlook, Access, Dynamics SL, and PowerPoint.Support users in need of adding, editing, or deleting PST files.Image both new and used laptops for distribution using the ghost server, and verify they have the required applications before sending them out.Support Lenovo t42, t43, t60, t60p, t61, t61p, and t500.

Provide support for the 25+ employees on my team in the form of sales training, product information, and escalated calls.Create a fun and competitive environment for sales associates to help boost morale and sales as well.Coach individuals 1on1 once a week to go over their personal stats and help them improve where needed.Occasionally take calls for teammates to demonstrate different sales techniques.Monitor and track team stats in the form of reports to give to department managers at the end of the day.