SUMMARY:

• To advance my career in an Information Technology environment that utilizes my skill set and provides opportunity for growth.
• Ivanti Management Console experience, Excellent people skills and phone etiquette. Competency in diagnosing, troubleshooting, and resolving system and network related issues on servers, desktops, peripherals, and related equipment along with a wide experience on a variety of systems and environments. Ability to concisely describe and summarize a problem in writing including the steps taken to diagnose and resolve it. Image Building & Operating systems deployment (OSD) - Win10. WordPress.
• Ability to determine best practices and routines for various technical implementations and maintenance. Willingness and ability to learn new skills and use new types of information. Personal responsibility and reliability. Persistence to see a problem through to its resolution and ability to research possible solutions when encountering resistance. Multitask and move between complicated issues with the ability to remain calm and perform under pressure. Adaptable to a continually changing and growing work environment serving clients to better their businesses.
• LAN, WAN, TCP/IP Network. Remedy Helpdesk & Ticketing Systems. Analytical thinking and problem-solving skills. Excellent communication. Conflict management. Time management. Adaptability to changing environments, processes and technologies. Heat Ticketing System. SCCM 2012. PSTs repair. Home & Office Network Setup. Network, Local Printer setup and configuration. Microsoft Systems Center/Software Center (SCCM). Snow. ITISS Deployment.
• Classroom and Office Projector setup and configuration. HP Service Center Ticketing System. Auto Bld. Altiris 6.0. BMC Remedy. Desktop Deployment Web Interface (DDWI). Active Directory Domain Services R2008, 2012 etc. Microsoft Exchange. Microsoft Deployment Toolkit (MDT) - RMP 4.0. AS400. Avaya One-X Agent. SPM-Image Deployment Tool. Merger Central. UPS WorldShip. Forensic Toolkit (FTK). Windows Server family 2012/2016
• Office Communicator. Sound Forge. Dream Weaver. Prism. Lawson. Group Wise. Point Sec. Safeguard. TeamviewerV8. Adobe Photoshop CS6. Adobe Bridge CS6. Workday. Novell Client 2 SP4 Configuration. USMT. MDM. Mobile application management (MAM). VDI. TightVNC. Heat Ticketing Systems. Imprivata. Remote Access Portal (RAP). ServiceNow. IS Request Ticketing Systems. Epic. Computer Name Generator 4.0.0.7
• Attachmate Extra/ Micro Focus Reflection (MainFrame). AutoCAD LT. DocuWare 6.1. DWG TrueView 2018. Autodesk Design. Oracle Client 11.2.0. Data Warehouse. COS/Inqprop. CEBOS (MQ1) V8. Docview. ProNest. Tabware. Xerox Network Printers. Tapes Backup - (Daily, Weekly & Period). Patch Cables - Cat5e. Deployment Management (Applications/Software Packages).

TECHNICAL SKILLS:

• Windows 2000/ XP/Vista /Windows 7. Windows 8. / Windows 10. Mac OSX. Linux. MS Office Suites 2003/2007/2010/2013/2016/ Office 365 (32 & 64bit). Enterprise Vault V7 & V8. Lotus Notes V8. Microsoft Lynch 2013. Skype for Business. VPN - (Cisco AnyConnect). Global Remote Access Service (GRAS). Citrix Access Gateway (CAG). Novell GroupWise.
• Epic. TightVNC. JeffChart. AllScripts. Isite. Lifeimage. Teletracking. Altiris Deployment Console. OneDrive. Remote Access Portal (RAP). ServiceNow. IS Request Ticketing Systems. Heat Ticketing Systems. Epic. Solumina G7. Attachmate Extra/ Micro Focus Reflection (MainFrame). AutoCAD LT. DocuWare 6.1. Oracle Client 11.2.0. Data Warehouse. COS/Inqprop. Docview. ProNest. Tabware. CEBOS (MQ1) V8.
• Remedy Helpdesk & Ticketing Systems. Heat Ticketing System. SCCM 2012. Microsoft Systems Center/Software Center (SCCM). Snow. ITISS Deployment. HP Service Center Ticketing System. Altiris 6.0. BMC Remedy. Desktop Deployment Web Interface (DDWI). Active Directory Domain Services R2008, 2012 etc. Microsoft Exchange. Microsoft Deployment Toolkit (MDT) - RMP 4.0.
• SPM-Image Deployment Tool. Merger Central. UPS WorldShip. Forensic Toolkit (FTK). Windows Server family 2012/2016. Office Communicator. Sound Forge. Dream Weaver. Prism. Lawson. Group Wise. Point Sec. Safeguard. TeamviewerV8. Adobe Photoshop CS6. Adobe Bridge CS6. Workday. Novell Client 2 SP4 Configuration. USMT. MDM. VBscript (learning). TightVNC. Imprivata. Remote Access Portal (RAP). ServiceNow. IS Request Ticketing Systems. Epic. Computer Name Generator 4.0.0.7

PROFESSIONAL EXPERIENCE:

Confidential, PA

Win 10 Technician

Responsibilities:

• Schedule and deploy Windows 10 upgrades (USMT).
• Respond to email messages regarding upgrade questions.
• Install Software in conjunction with upgrades.
• Ask questions to determine nature of problem.
• Document user’s problems.
• Assist clients with post upgrade questions.
• Install, modify, and repair computer hardware and software.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Write technical documentation for support teams.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.

Confidential, Coatesville, PA

Tier 2/3 Support Analyst

Responsibilities:

• Daily, Weekly and quarterly PC tapes backup.
• Deployment of application packages in client environment through SCCM.
• Responsible for OSD (Operating system deployment) which includes capturing reference image as per the client requirement and complete the deployment for various hardware models. Installs, configures and operates master consoles to monitor the performance of computer systems (SCOM).
• Install and Configure DocuWare 6.1.
• Travel to various sites and provide technical support.
• Install and configure DWGTrueView 2018.
• Install and configure Autodesk Design. Access SNOW database to get information on user’s PC/Laptop, applications and E3 Licenses during PCs imaging/ building.
• Performs advanced IS End User Device (EUD) support functions. Serves as the onsite desktop subject matter expert for the IS Department and acts as a liaison where needed between the client community and the rest of the IS Department.
• Provides advanced problem resolution and proactive problem direction using available support tools and technologies.
• Install and configure CEBOS/ MQ1. Tracks, monitors, and communicates ticket status to end users through problem resolution.
• MDT & SCCM OS deployment with Legacy & UEFI BIOS, including BIOS to UEFI conversion during deployment.
• Windows 7-10 Image Build & Deployment, with focus on managing Windows 10 specific Enterprise features and customizations during deployments.
• Configuration and usage of USMT. BitLocker Configuration - Win 10. Give user’s Admin right on local machine. Install and configure Docview. Patch Cat5e cables. Test Network connectivity using cable tester. Configure Remote Desktop Sessions after imaging. Customize Notifications during the building process (Win 10). Redirect “My Documents” to user’s personal Share Drive. Enable Offline Files during the building process (Laptops Only). Run network cables.
• Windows 10/64-bit migration. Install and configure SQL Server 2008 for Oracle Client. Configure ODBC Data Source. Install and configure Oracle Client. Configure TNS ADMIN Variable. Configure ODBC for Oracle and Microsoft.
• Setup user profile in Active Directory Domain Services. Office 365 migration.
• Enable / Disable Computers our users account in Active Directory. Place users and computers in Organization Unite (OU). Join Computer and Mobile devices to Domain. Data migration using C\$. IP Phones, Routers and Switches installation
• Install and Configure Attachmate EXTRA / Micro Focus Reflection / Sessions on approved user’s PC during imaging and building process. Configure Thin Client Terminals, including Mainframe Configuration (Various Sessions) for use in the Still Mill. Deploy Think Clients and Printers throughout the Mill. Provide technical support for all Computers, Network Printers (Xerox), Print Servers and mobile devices throughout the Steel Mill.
• Break Fix. Configure USB Lab B.O.S.S. (OS - 100WX and OS - 100WX-HD) for Steel Testing in Test Lab. Configure, and provide technical support for Getac and Arbor Tablets for steel testing in Test Lab and across the Steel Mill. Configure Auto logon on Thin Client Terminals and clock PCs. Keep inventory of all Computers, Printers, including network devices. Installation and Configuration of ProNest. Work on assigns tickets via means of ServiceNow ticketing systems. Update ITISS - Deployment Database with deployed Computers. Configure keys macro on all Thin Client before deployment. Matrix / Frontier Installation and configuration

Confidential, Philadelphia, PA

Technical Services Analyst

Responsibilities:

• Refresh Build/Windows 7 imaging via means of SCCM. Retire old Desktops and Laptops via means of Asset Database.
• Generate Computer names via means of ‘Computer Name Generator 4.0.07’.
• Work on assigns tickets via means of ServiceNow ticketing systems. FedEx image HP 840 G3 Laptops & Confidential Terminals to remote users.
• Disable build-in devices such as Integrated Camera, Finger Print Reader, Bluetooth and NFC in HP 840 G3 BIOS.
• Enable build-in devices such as LAN/WAN in HP 840 G3 BIOS. Install memories.
• Asset Tag all HP 840 G3 Laptops, Confidential Terminals and printers.
• Verify / Configure IE version 6. Verify SEP (Symantec Endpoint Protection) client installation and update. Verify SEE (Symantec Endpoint Encryption) installation and encryption.
• Verify BIOS update to current version 7. Verify and configure wireless and VPN connectivity.
• Configure user profile and Outlook setup. Verify/Map user “N” drive. Add or remove access to RSA SecureID for user. Assign RSA SecureID Token to a user.
• Deployment of enterprise applications via means of ADDS.
• Add USERS or Computers to an appropriate OU/Group within Active Directory Domain Services. Backup and Transfer user’s data via means of Windows Easy Transfer. Map Network Printers. Update deployment list on SharePoint.
• Deploy and setup user’s PCs. Delete or replace user’s RSA secure Token. Resynchronize RSA secure token for user.
• Troubleshoot user RSA SecureID issues.
• Answers and responds to inbound calls, emails, fax to assess customer's technical support needs.
• Add computers to domain.
• Help in maintaining Asset and Software inventory.
• Maintains and deploys standard computer images.
• Provide software and system troubleshooting, maintenance, support and resolve issues remotely, over the phone or at user’s desk side.
• Disable and Quarantine user’s old laptop from network via means of Active Directory Domain Services.

Confidential, Coatesville, PA

Solumina G7 Application Support Tech

Responsibilities:

• Schedule, organize, and run software training classes as needed to fit rollout schedule.
• Provide software support including, but not limited to: software troubleshooting, work order fixes / corrections, profile maintenance, and certification updates to all client facilities.
• Work directly with the end user to solve new issues that occur as each new area begins to use the new software.
• Present issues to the project team for resolution, and then confirmed fixed with the end user.
• Represent the Production Support organization on company-wide project teams.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain.
• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.

Confidential, Philadelphia, PA

Deployment Technician

Responsibilities:

• Troubleshoot Terminals, VDI, Imprivata (Hardware, and Software).
• Replace or add Network equipment such as PCs, Terminals, Printers and Zebra Printers.
• Configure RAP (Remote Access Portal) to enable client’s access network resources remotely (VPN).
• Migration of client’s PST files to OneDrive.
• Deploy and install Credit Card machines at designated area, both on site, and satellite offices throughout the Tristate.
• Create, and work on assign tickets using multiple ticketing systems (Heat, ServiceNow, and IS Request Ticketing Systems).
• Prepare and configure Confidential Terminals for use in Ambulatory (Outpatient) areas. Register terminals via means of Asset Reg. Submit ISRF for creation of V account. Identify VDI Printing needs.
• Add printers to JeffPrint print server. Configure Auto Login on built terminals. Map printer to appropriate VDIs. Mount Confidential Thin Clients. Asset Reg Laptops, PCs, and Network Printers to gain full access to Jefferson Network. Add Computers to an appropriate OU/Group within Active Directory Domain Services.
• Add USERS to an appropriate OU/Group within Active Directory Domain Services. Transfer files and settings between PCs via means of USMT.
• Image PCs (all in one desktop, small form factor, and Confidential ), and Laptops using Altiris Deployment Console. Deployment and installations of Windows 7 PCs, Laptops, Network printers, Imprivata, Terminals, Topaz, Zebra printers, and Credit card machines to all satellite offices, and onsite (Hospital and University). Add Terminals, Laptops, and PCs to domain. Configure Network printers to print JeffChart. Install and Configure Aegis Padlock hard drive for clients.
• Give admin right to clients (subject to approval).
• Client’s data transfer via means of USMT. Retire old network equipment. Wire management. Active Directory & Domain Services. Moves and setup client’s workstations. Attend management schedule meetings.
• Configure Network printers to meet Epic printing requirements. Remotely support (ThinOS) terminals using VNC application such as TightVNC. Create or reset user passwords within Active Directory Domain Services. Provide next day Epic support. Install Citrix Receiver for Epic. Push out applications to PCs via means of BackStreet, and Altiris Deployment Console.

Confidential, Aston, PA

Level 2 Desktop Technician

Responsibilities:

• Migration from Windows 8 to Windows 10. Deployment of Windows 10. Transfer files and settings of PCs via means of USMT. Addresses and resolves service calls. Deployment and Installation of software. Troubleshoots PC hardware/software/network issues. Troubleshoot and resolve email and public folder access issues. Re-enables locked-out user accounts and perform password resets.
• Clears and resolves issues with printer queues. Assists with tracking PC and laptop inventory. Assists with scheduled moves and software rollouts. Install and configure Novell Client 2 SP4 on all enterprise PCs and Laptops. Setup Conference rooms - this include projector and laptop setup and configuration, Polycom Conference Phone setup, Conference Video setup and configuration, and WebEx Meetings setup and Configuration.
• Patch RJ45 connector onto CAT5e UTP cable and perform testing using cable tester. Conduct Fiber Optic testing under supervisor supervision. Connect CAT5e cables to patch panels and punch wires. Assist in wiring offices. Configure Novell GroupWise email icon on all enterprise PCs and laptops. Configure OSF Connect icon on all enterprise PCs and laptops.
• Prove support to remote users via means of TeamViewer Remote Support.
• Build PCs and Laptops and install all applications and drivers. Upgrade all enterprise PCs and Laptops to company approve OS.
• Prepares documented procedures for IS department. Provide remote support via means of TeamViewer.

Confidential, Wayne, PA

Level 2 Desktop Support

Responsibilities:

• Migration of Enterprise PCs and Laptops from Windows Vista to Windows 7 64-bit via means of Desktop Deployment Web Interface (DDWI / SCCM 2012).
• Map Network Printers. Migrated HSB employees from Client4 Network to Client5 Network.
• Deploy and setup PCs and Laptops. Install and configure local printers. Send out packages (Software) to user’s PCs and Laptops via DDWI /SCCM 2012. Assign PCs to appropriate group within AD.
• Remote PCs and laptops to verified applications, and image deployment statues, including troubleshooting and resolving users complain. Setup and configuration of user E-mails on Microsoft Exchange Server. Migration of user’s data via HSB Client5 Network (USMT). Image remote user’s laptops, migrate data, deploy applications and ship out laptops to remote users’ location. Install, Configure, and educate users on using the Global Remote Access Service (GRAS) for VPN or Citrix Access Gateway (CAG).
• Repaired breaks PCs and Laptops. Installed external Hard Drive and configured daily backups (incremental backups). Stored, shared, and accessed data via means of SharePoint. Kept track of all images built on PCs and Laptops. Keep inventory of all image PCs and Laptops MAC Address, Asset Tag, Model, and Assign PCs / Laptop Name. Update Active Directory (AD) with Laptops and PCs names along with employee names for which it is assign to. Keep record of all PCs, Laptops, network equipment, and create a report for the manager.
• Configured Lotus Notes 8.5 on all PCs and Laptops after migration to Clients5 Network. Kept record of newly order Laptops, Desktops, and network equipment. Resolved Microsoft Outlook connectivity issues on Microsoft Exchange Server. Document events including all system changes, user issues, and system errors. Image and build all PCs and Laptops. Assist with Mobile Device Management support/configuration under supervisor supervision; via means of Manage Engine.

Confidential, Philadelphia, PA

IS Support Analyst

Responsibilities:

• Image laptops and Mini Desktops (Lenovo) via means of Microsoft Deployment Toolkit (MDT) - RMP 4.0. Refresh computers (laptops & Mini Desktops) throughout the enterprise via means of SCCM Server. Modify the BIOS boot order before imaging (Laptops Only).
• Configure auto login on all share desktops. Deploy image laptops/desktops and setup user workstations.
• Configure Doctors and Nurses laptops in secure mode during the imaging process.
• Install Cisco Phones (IP).
• Migrate user’s data during the refresh process manually or via means of USMT 4. Move and setup users.
• Setup local and network printers.
• Map Network Printers. Work under the supervision of the Telecommunication Team to activate and deactivate phone lines, switch phone lines, and patch phone cables within the communication closet. Work under the supervision of the Network Team to patch Network Cables (RJ45) on switches in the Network closet.
• Troubleshoot hardware, software, and other break/fix issues regarding printing, networking, file shares, etc.
• Provide printer support including barcode printers, various types of scanners, copiers, printers (mainly HP, Lexmark and Xerox). Resolve Windows XP and Windows 7 Operating System issues and errors. Provide network troubleshooting (mainly Cisco and Windows). Customer infrastructure support (wiring and connectivity). Install and configure DYMO Label Writer 450 Turbo.
• Install and configure AsureTec i-Dentify ID-150. Ensures confidentiality, integrity and availability of systems, networks, and data. Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Develop and maintain an inventory of all specialized software, computers, printers, scanners, and other peripheral equipment.
• Document instances of hardware failure, repair, installation, and equipment that has been deemed end of life.
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts. Work with third-party support and equipment vendors.
• Ensure that all hardware and support service levels for resolution and updated communication and notes are met.
• Participate in proactive team efforts to achieve departmental and company goals. Embrace Consulate’s five core values of compassion, honesty, integrity, respect, and passion, and in corporate them into one’s daily job function. Demonstrate respect and compassion in every interaction. Conduct a highest degree of honesty and integrity in every interaction. Perform all other business-related duties as assigned.

Confidential, Chesterbrook, PA

Desk Side Support

Responsibilities:

• Build Win 7 machines via means of SPM-Image Deployment Tool. Join users and machines to Active Directory. Delete users and machines from Active Directory upon termination. Join user machines to domain. Remove user machines from domain upon termination. Place user computers in the appropriate OU via means Active Directory. Run Windows / Office Updates. Activate Office 2010 - Windows 7. Grant Administrator rights to new user. Ensure all drivers are up-to-date on all systems.
• Install and configure AS400, Avaya One-X Agent and Workday. Configure outlook client for new users. Install and configure local and network printers. Run backups. Reinstall account and retrieve data for existing user. Change “Wireless Radio Control” setting to “Control WLAN Radio” within BIOS. Maintains an inventory of IT assets and performs updates to the IT asset management database. Troubleshooting and resolving software issues; reimaging computers/hard drives.
• Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information. Sign equipment in and out of log book. Software Deployment. Custom Inventory. Anti-Virus Management. Client Installation. Troubleshooting. Policy Creation/Configuration of Windows XP/7/8. Workstation Setup/User Data Transfer. Setup new user work station.
• Provides computer hardware move coordination and support. Break fix. AT&T client. Setup new user profile. Test VPN Cisco AnyConnect). Installation and support of all hardware and software for remote sales force office locations. Resolves desktop support requests and inquiries. Assists Tier II/III support groups by implementing and administering corporate desktop computing standards (e.g., system back up, software licensing, hardware and software standards, security, asset acquisition and disposal, and system configuration).

Confidential, Paoli, PA

2 nd Level Desktop Technician

Responsibilities:

• Deploy Windows 7 to all Confidential facilities Desktops and Laptops via means of Altiris and Symantec Management Console. Report to the MLH Site Supervisor for daily assignments and site related questions.
• Work with the Windows 7 Command Center staff to complete installations as necessary.
• Check email daily for any changes of schedule or location. Map Network and Radiology Printers.
• Install scanners. Install applications for Doctors, Nurses, Pharmacy Department, Radiology Department and other users via means of Altiris and Symantec Management Console. Provide next day support to all migrated users.
• Provide cell phone and email contact information. Manage memory inventory for hardware upgrades. BIOS upgrade. Resolve deployment issues called in from on-site staff. Notify Technology Manager of any competing demands on time, issues, or need for additional support. Provides 1st call resolution support to clients in conjunction with the IT helpdesk (Solution Center). Participates in special projects and performs other duties as assigned.

Confidential, Blue Bell, PA

District Desktop Support Specialist

Responsibilities:

• Migration of users from Windows XP to Windows 7 via means of SCCM R2012. Build PCs and Laptops with Win 7 Lite build. Built PCs and Laptops with Win 7 full build. Disabled and enabled Ethernet Network Ports via means of Confidential nettools. Installed user software on machines after built via means of Software Management. Worked on assigned tickets via means of HP Service Center Ticketing Systems. Mapped network drives. Repaired users’ profile.
• Ran checkout tools.exe after built to make sure all patches are installed and up to date. Ran ‘Win7.cmd’ after built. Ran ‘waitencrypt.bat’ for HD encryption. Renamed PCs and Laptops to match user information. Migrated Coventry remote users from Coventry Virtual Machines to Confidential Virtual Machines. Migrated Coventry remote users from Coventry Network to Confidential Network. Imaged and configured laptops and PC's for Confidential remote users.
• Shipped imaged/configured laptops and PC’s to remote customer sites via means of UPS WorldShip Software. Setup remote user’s home wireless networks using Cisco Linksys E1200 router. Documented and kept track of all devices - Lenovo Think Centre (Tiny), laptops, routers and switches. Documented and kept track of equipment ship to remote customers via means of MergerCentral software. Stored, shared, and accessed data via means of MS SharePoint. Provided next day support to remote customers via phone and email.
• Called and emailed remote customers to make sure shipped devices are received and provide installation assistance. Educated remote customers in logging onto AnyConnect VPN Client. Educated remote customers on the procedure of selecting their Citrix Desktop. Ran Confidential build info to verify the build matches the label sheets. Run scripts within MergerCentral doing the building process. Reset user password within Active Directory.
• Run ‘batch file’ doing the building process. Monitored the status of build devices via means of MergerCentral. Remote Desktop using Remote Tech Station (RTS V3.60K). Provided Remote Assistance using Remote Tech Station (RTS V3.60K). Remote Connection to users using Remote Tech Station (RTS V3.60K). Bitlocker check using Remote Tech Station (RTS V3.60K). Conduct quick and full inventory of user equipment via means of Remote Tech Station (RTS V3.60K). Break Fix. Installation and support of all hardware and software for remote sales force office locations. Troubleshooting and resolving software issues; reimaging computers/hard drives.

Confidential, Philadelphia, PA

Desktop Technician

Responsibilities:

• Migrated systems from Windows XP Professional to Windows 7 Gold Image. Ensured that imaging, application installation, and user state migrations are successful. Demonstrated world class customer service skills to all users. Effectively escalated any issues for resolution. Provided roaming onsite desk side support for issues stemming from the Windows 7 upgrade. Properly used the escalation plan to report any unresolved issues.
• Loaded software and peripherals that are needed and not installed with the migration. Scheduled and coordinate Windows 7 upgrades for remote users. Provided support to remote users over the phone during installations. Direct the assigned deployment team on a daily basis to meet productivity and quality goals. Served as the point of contact for assigned sites providing direct communication with client management as needed.
• Served as the first escalation point for the deployment team(s) to resolve any issues that arise. Escalated any risk or quality issues to the Project Coordinator for resolution while mitigating the impact of these issues on productivity. Captured and delivered any site deployment deliverables to the Project Coordinator. Back up, Restored and Installed user applications via means of SCCM Server/usmt. Provides 1st call resolution support to clients in conjunction with the IT helpdesk (Solution Center).