>> Provide tier 3 end-user support to local and global staff>> Device management for 3500+ Windows and IOSdevices>> Perform hardware/software repairs and upgrades locallyand globally>> Manage projects such as Windows 7 remediation and fileserver migrations

>> Personally responsible for leading a “refresh” team of 2-4 student workers to perform hardware upgrades and replacements across the university to maintain compliance and regulations>> Initiate a unique and superior personal experience with any and all clientele to boost satisfaction and construct trusting relationships>> Analyzed and developed policies and procedures to increase service request productivity and documentation thoroughness>> Kept detailed records and documentation of service request and inquiries to increase community and comprehensive knowledge>> Crafted a system for surplus inventory management to increase database accuracy