Reliable analyst adept at customer support, troubleshooting, diagnostics and repairs. Keeps systems running optimally with quality installations and maintenance.
Worked directly with project manager, network administration supervisor, and technicians to provide:
-Upgrading Windows computers to newest versions,
-Creating and enabling user profiles via active directory
-Upgrading computers, printers, monitors and misc. equipment.
-Archived Data
-Remediation of tickets in downtime.
Worked directly with management and technicians to provide:
-Management of helpdesk queue,
-Answering phones
-Ticket resolution and escalation,
-Desktop support to clients.
Duties consisted of responding to calls related to technical issues concerning
-Database access/revocation
-Active directory password resets and profile management
-Microsoft Office Suite
-General Windows troubleshooting
-Service Now
-Mobile Iron
-Resolution of historical tickets
Duties consisted of
-Hard/soft break-fix support for Duke Medical Pavilion staff.
-Active directory, network, thumb print scanners, printers & workstation computer issues diagnosed & resolved via Service Now ticketing system.
-Inventory management
-Imaging and deployment.
At home technical support agent for DirecTV.
Answered and resolved inbound calls related to diagnosis and troubleshooting of DirecTV equipment and billing issues. Contract assignment. Upsold warranties to customers.