Provided Tier 1 IT support to non-technical internalusers through desk side support services.Resolved diverse range of technical issues acrossmultiple systems and applications for customers andend-users across various time zones.Resolved escalated issues by serving as subjectmatter expert on wide-ranging issues.Relocated and configured desktop computerdevices and phones to facilitate office moves andnew employee workstations.Monitored network performance and providednetwork performance statistical reports for bothreal-time and historical measurements.Configured and installed computer systems for othersub-organizations.Troubleshot potential problems and eliminatedbefore issues escalated or cascaded.Monitored systems in operation and quicklytroubleshot errors.Removed malware, ransomware and other threatsfrom laptops and desktop systems.Suggested software and hardware modifications toreduce lag time and improve overall speed.Worked with software development team onreported errors and bugs on newly released softwareand assisted in deployment of release fixes.Helped streamline repair processes and updateprocedures for support action consistency.Maintained servers and systems to keep networksfully operational during peak periods.Successfully maintained clean, valid driver's licenseand access to reliable transportation.Used Microsoft Word and other software tools tocreate documents and other communications.Maintained excellent attendance record, consistently arriving to work on time. Participated in continuous improvement by Identified issues, analyzed information and providedsolutions to problems.

Assessed system hardware and software andsuggested modifications to reduce lag time andimprove overall speed.Devised solutions to operations issues related toSystem and Software, working closely via phone,email, live chat and web teleconference.Followed up with clients to verify optimal customersatisfaction following support engagement andproblem resolution.Executed various techniques, including laptop andTechnique to maintain servers and systems, keepingnetworks fully operational during peak periods.Increased sales by educating prospects on benefitsof products and services in comparison tocompetitors.Performed root cause analysis and general

Provided Tier 1 IT support to non-technical internalusers through desk side support services.Assisted customers in identifying issues andexplained solutions to restore service andfunctionality.Resolved escalated issues by serving as subjectmatter expert on wide-ranging issues.Conducted in-depth product and issue resolutionEducationresearch to address customer concerns.Built and maintained internal knowledge bases forsupport products to expand available feedbackand performance data.Assisted customers with product selection based onstated needs, proposed use and budget.Submitted service tickets for equipmentmaintenance requests.Integrated Salesforce CRM and other customerrelationship management software into supportoperations.Maintained familiarity and authenticationmechanisms for all supported products.Worked cross-functionally within organization andexternal partners, integrators and vendors.

Applied knowledge of standard equipment andmanufacturer repair guidelines.Evaluated systems according to predeterminedchecklist and noted issues.Diagnosed and troubleshot problems, repairing andrestoring machines to peak performance.Explained diagnostic findings to customers andoutlined repair or service options.Efficiently troubleshot and repaired laptop hardwareequipment to cut company costs and maximizeproductivity