Successfully developed and taught mathematics lessons. Handled interpersonal relations between parents and school administration.

Supervise workflow through the tech bench from check-in process to computer repairs and upgrades to check-out process. Service and repair computers, in-home and small office networking, troubleshoot problems and educate customers.

Supervise workflow through the tech bench from check-in process to computer repairs and upgrades to check-out process. Service and repair computers, in-home and small office networking, troubleshoot problems and educate customers.

Developed, implemented, and maintained a savings program for IBM World Wide Distribution - Americas Distribution Procurement to save IBM an average of six million dollars per year, a program which was copied and implemented corporate-wide. Received the 2001 Productivity Award from IBM Printing Systems.

* Respond to customer technical problems/issues related to hardware, software, and networking via phone and e-mail. * Assist customers by diagnosing problems and providing resolutions for technical and service issues. * Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls. * Advise/educate customers to ensure a complete solution to their technical or service questions. * Identify and provide input on unique or recurring customer problems. * Focus on delivering a positive customer experience. * Monitor and track issues to ensure accurate resolution. * Resolve complex issues forwarded by technicians or peers. * Solve problems for customers with challenging expectations. * Excel at recognizing internal and external customer's needs and expectations.

* Monitor and support the IT infrastructure of more than 200 clients * Provide tier 2 support and troubleshooting for the internal service desk * Work closely with the tier 3 support team to drive incidents to resolution

* Responsible for operational support of multiple international client’s server and network infrastructure which includes VMware, Windows, and Citrix. * Managed private cloud VMware infrastructure for multiple clients including a national oil and gas company and an international medical device company * Managed public cloud VMware infrastructure for multiple clients including a national oil and gas company, international precious metals commodities company, and international medical company * Maintained excellent client relationships using current ITIL standards Show less