I am a current Desktop Support Engineer at John Hancock Financial Services. The ticket system that we use at John Hancock is Service Now. The type of IT work that I take care of is new hire set ups, service request such as dual monitor set up, new keyboard/mouse and applications depending on the users work group, VPN token, upgrade desktops or laptops with the latest OS of window 7 or XP. I also activate blackberry phones and iPads apon request. I am experience with Lotus Notes, that is the email that we use at John Hancock. I also manage two different queue's which are service request and Incident Management which I take care of any down machines or troubleshooting issues. I have good Time Management skills, I am able to get work completed before the due date.