• Troubleshoot hardware issues• Setup and configure laptops and desktops • Upgrade and install operating systems.• Backup and restore data• Install and configure software application • Configure computer peripherals • Remove Viruses and Malware• Provide technical support via remote connections

• Troubleshoot software, hardware and network issues• Install, configuration, and support of company and third-party software• Provide technical support over the telephone or Internet• Use specialized software to take remote control of end-users' computers to troubleshoot, diagnose and resolve complex issues• Assist users with troubleshooting remote connections, including Citrix and VPN.• Install, configure and troubleshoot messaging client software, including Microsoft Lync and Yahoo.• Train end-users how to use company supported software• Assist with Oracle related issues• Test company and third party software for compatibility in the Windows 7 environment • Process customer emails• Account password resets

Help Desk support staff assignments

Cisco telephone, Blackberry server, and Webex account administrationActive directory account creations and modifications• Assist user with troubleshooting Microsoft Office issues• Microsoft Exchange maintenance• Troubleshoot network and file server connections issues• Account password resets• Help Spanish speaking customers in Mexico and South America• Windows 2007 & Office 2010

Conduct the following computer training classes:Intro to ComputersBeginning to Advance levels: MS Excel 2003; MS PowerPoint 2003; MS Outlook 2003; MS Access 2003; MS Word 2003

• Log user issues with Customer Support • Reset passwords• Assist users with remote connection issues • Assist plant workers to login to various production tracking systems and handheld devices• Assist in network profiles conversions issues• Support of MS Office Suite Issues• Troubleshoot printer issues• Modify user accounts through Active Directory

• Log user issues with using the Heat ticket system• Assist users with remote connection issues• Identify network profiles conversions issues• Level II support of MS Office Suite Issues• Troubleshoot network and printer issues• Identify and troubleshoot Blackberry Issues• Install software manually and through V2i• Setup Video Conferences and WebEx sessions• Utilize the Cisco Call Manager Administration and Cisco Unity setup and customize user accounts

Software and Hardware Tester• Quality check outgoing laptop and desktop PCs• Package user guide applications to ship with new PC• Maintain the testing lab computers with current BIOS updates and images• Image laptop and test hard-drive with Vista in various languages and report issues to Developers• Backup the Application Developer

• Assist users with remote connection issues• SAP Administration• Log user issues to resolve or route calls to onsite client support• Troubleshoot printer issues • Analyze and resolve Windows errors• Support Microsoft Office products • Install software • Cisco phone system support

• Support remote locations utilizing Citrix, VPN, and Remote Desktop• Develop Help Desk procedures and documentation• Resolve Blackberry, Word, Excel, Outlook, and Windows issues• Create user accounts in MS Active Directory; Setup and modify Oracle accounts• Create Citrix profiles• Create MS Exchange email accounts• Install and configure Cisco VPN connections• Support 1,000 users in ten offices resolving 200 software applications, remote access, hardware and video conferencing issues utilizing VNC, SMS, and Remote assistant• Assisted in successfully migrating desks from 2000 to XP image• Coordinate with the Video Conference Groups in the Houston office to setup video conferences