James Purington

• Recruited, trained and supported help desk technicians and representatives.
• Managed the help desk consisting of 16 to 120 employees and conducted performance evaluations.
• Performed staff scheduling and provided training materials for staff.
• Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
• Supervised and provided direction for six technical direct reports regarding network activities.
• Use Service Now on a daily basis for ticketing system.
• Perform root cause analysis, walk end user through to replicate the issue, troubleshooting, provide a prompt resolution and confirmation, perform escalations as needed..

Performed virus removals, reinstalled operating systems, installed home networks, preventice maintenance