Implemented remote troubleshooting techniques to solve common software and hardware issues. Educated customers on simple methods to solve common software and hardware issues. Drafted SOPs for IT department procedures and distributed to appropriate personnel. Kept team on task by tracking schedules, monitoring deliverables, and troubleshooting technical problems. Traveled to customer locations to repair network hardware and mobile devices, including firewalls and tablet computers. Safeguarded data and network access through security-related support functions. Responded promptly to all incidents and requests after effectively analysis and documentation. Managed workstation functionality through proper setup, configuration, and testing. Performed troubleshooting and diagnosis for issues related to software and peripheral equipment. Monitored user and group access management, leveraging strong knowledge of active directory users. Addressed and resolved routine user issues. Answered user inquiries regarding computer software or hardware operation to resolve problems. Improved user performance by training each in hardware and software use.