1. Being hired as an Sr. Desktop Engineer, core duty and responsibilities expanded to:

• Ensures the most complex customer issues are promptly addresses, documented and resolved in a timely and professional manner consistent with the highest customer service and professional/ technical standards.

• Briefs customers as well as management on the status of current resolution efforts and attends daily/ weekly meetings.

• Maintains daily tickets and reports to ensure that highest service levels are maintained..

• Serves as technical adviser, providing telephone, remote desktop (Bomgar,Remote Desktop Connection), and on-site desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.

• Support on-site engineer to build and install PCs, servers, printers and peripheral devices as required.

• Supporting MAC,Win 7&10,Telephony,MACBook Pro,iPad, SurfacePro Tab and Mobility.

• Document each case handled including actions taken, updates, user follow-ups and resolution using ITIL Ticketing systems.

• Knowledge management tools including Active Directory,ServiceNow,MS Office,Antivirus,Avaya,Cisco,Telepresence,

• Provide reports of defective units for warranty claiming.

• Performed software installation, configuration, and troubleshooting for end users which led to complete resolution of issues.

• Back up, restore and recover of system/data files using software utilities.

• PC Inventory, Monitoring, Replacement, and Relocation.