Provide direct desktop support to users (by phone, e-­‐mails, and/or voicemail). • Experience with Ticketing Systems, supporting Windows/Office desktop, Windows Server and Mobile devices (phones/tablets). • Extensive knowledge of Active Directory, Citrix, VMWare, SAP, Office, Exchange Windows, OSX, iOS, SharePoint, and SCCM. • Excellent Troubleshooting Skills• Exceptional customer service skills perfected in Retail. • Analyzes existing operations and continuously improves the operating environment. • Performed after-­‐hours (on-call) technical support on an as needed basis. • Documented and developed the Knowledge Base in the quest for continual improvement. • Training of new personnel and setup of accounts and gear.• Office move teardowns and restacks.• Collaborated on a peer level with Network Engineers, DevOps Engineers, Systems Administrators and Systems Developers to ensure that SLAs are met.• Coordinating with project managers to complete projects in a timely fashion.• Create and maintain documentation for supported environments and systems.• Coordinate with technical personnel as needed to meet customer requests, while managing customer expectations to prevent overload or missed deadlines.

- Computer Technician- Able to quickly diagnose product issues on the spot, explaining situations with patience and empathy. Utilizing all resources (internal and external) in providing the most effective solution.- Combining problem-solving and people skills to assure swift resolutions to technical problems. Utilizing time management skills to adhere to a schedule of customer appointments.- Demonstrating/teaching customers on the functionality of their hardware and software. Repair, setup and integrate hardware back into customer’s environment.- Liaising with different teams (Business, Specialists, and Leaders) to provide a complete solution for the customer.