Provided support for Kraft Post Cereal Division End User Support Services. Duties included but were not limited to monitor, operate, maintain, configure, assemble, install, upgrade, modify and repair PC's, laptops, network components and various peripheral equipment.Perform support, and configuration of various software to include: Statistical Process Control Software, Microsoft OS, Microsoft office suite, ghosting, imaging,etc. Perform first and second line support for service interruptions. Escalate unresolved issues to expedite resolution. PC\laptop imaging, PBX and voicemail support (Avaya). Asset tracking, auditing and documenting. Provide end-user computer training. Support video conferencing and mobile workforce

Support all of Whirlpool’s end user services and troubleshoot 4,000 + refreshed Dell Machines. Used remote tools to install software and troubleshoot issues, Altiris PCT deployment process to capture and deploy end-user machines. Unlock user accounts and reset passwords in active directory, Sync passwords in the Novell directory.
Testing XP/Office 2003 on Dell D610 & 620 laptops and Dell GX620’s. Testing Vista and Office 2007 in the quality assurance and testing group as well as cross remediation testing across all Whirlpool standard applications. Cross remediation and testing for Maytag SMS applications that were moved to the Whirlpool Altiris environment. Analysis of Maytag software packages to be moved to the Whirlpool standard software suite. Managed all user issues in Mercury test director database and provided weekly updates on status
Participated in a global weekly help desk issues and solutions call which included local,and IBM Brazil help desk.