· Manager responsible for 3 other support Engineers. Performed job evaluations, provided day to day task and ensured all were completed on or before target. · Strong hands-on and leadership experience in system deployment, onsite and offsite support, product demonstrations, client interface, and user training. · Configured laptop and desktop deployment via Ghost and Altiris with standard image (Windows XP, Lotus Notes, McAfee, VPN client (for laptop use) · Provided desktop support to over 800 users (in-house and 5 remote sites) on Windows XP workstation supported in a networked office environment to include MS Office and Lotus Notes configuration and troubleshooting support · Provided training, troubleshooting, upgrades, maintenance and network support to over 100 Mac users on OS 10 and Tiger via ARD and desk side. Configured all systems to connect to the network via AD. · Monitored call tracking software and resolving problems based on severity level. Logged all ACD calls into ticket system according to guidelines and instructions; provide detail information regarding case updates and resolution · Responsible for resolving desktop issues and service requests within established service levels. Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier. · Resolved desktop issues and documented appropriate detailed cause and resolution into knowledge base · Printer and network file share configuration and troubleshooting via IP printing and AD scripting · Experience with TCP/IP, Windows LAN, and PC client connectivity troubleshooting (WINS, DHCP, DNS) · Performing diagnostic procedures for PC systems reported having problems such as LAN/WAN network problems (TCP/IP configurati