IT Support Engineer II Ensuring proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution involving the use of diagnostic and help request tracking tools, and provide world class customer service at the desktop, remote and phone support level. Assisting with providing Level I support when request volumes are high, act as escalation point for advanced or difficult help requests, build rapport with service desk customers, extensive CRM usage, using remote access tools to resolve issues, perform hands-on fixes at the desktop level; including installing and upgrading software, installing hardware, implementing file and machine backups, imaging machines for deployment and configuring systems and applications. Also tested and fixed to ensure issue was properly resolved. Developed help sheets and FAQ's for users, Vendors, Customers, and Partners,. Tasked to assist in developing an in-house CRM tool and in house departmental Wiki. As a Senior and tenured Analyst, I am often turned to by other Support Staff for upstream assistance. Spearheading initiative to migrate sandbox Customer Chat Support to mainstream global usage and implementation. Reinforced SLA's and SOP's to manage end user expectations. Working with Windows notebooks and Apple products such as MacBooks, iPads, iPhones as well as Android and Blackberry enterprise devices. In addition, I am a team member of the HDS Emergency Response Team; responsible for assisting in any medical or catastrophic emergency response issue. Certified in CPR/AED.