 Interact with customers by phone and email including participation in a 24x7 Help Desk support schedule. Perform first and second level debug activities Complete trouble ticket sequence from initial to closure activities. Ensure issues are actioned and resolved and that customer support milestones are met within the limits established by contract guidelines. Perform follow up with customers to ensure their satisfaction. Assist field service by creating work orders and managing the tickets in the queue. Created parts guides for each individual account which increased productivity by 40 % by decreasing parts research Trained new hires and helped existing employees increase efficiency by creating manuals and study guides Hardware knowledge includes: Servers, Switches, POS’s, PC’s, Thin clients, ATM’s, Registers, Office printers

 Provided phone call and on site support for client computer issues. Hardware knowledge includes: PC’s, Printers, Thin clients. Design customer computer configuration based on customer needs.

 Manage inventory daily to keep optima operation. Maintain customer orders to meet SLA >95% Increased efficiency by organizing shop and office to decrease time it takes to find parts, files and tools.  Supervised the office independently from dawn to dusk. Coordinate projects from start to finish.