Experience

Strategic Micro Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• System Administrator

  • Mar 2022 - Present

  • Schedule and manage ticket board to ensure all tickets are being taken care of based on priority and urgency. • Answer phone calls from our many different clients and create tickets for them to be assigned out to a technician. • Work through tickets from several clients in an MSP environment. • Troubleshoot issues ranging from printers to Active Directory, Office 365, RDP, backup and network. • Handle client communications using incident handling, escalation, quality measurement procedures, and work instructions. • Maintain statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting. • Provide a positive customer-focused service in a high call volume environment while meeting service level agreement standards. • Work with ConnectWise ticketing system. Show less



Ridgewood Diagnostic Laboratory

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• IT Support Specialist

  • Sep 2021 - Mar 2022

  • Worked with a team to troubleshoot technical issues in building and off-site, such as software/hardware issues, network troubleshooting, printers and phones. • Assured all new equipment were configured correctly with all drivers and applications to be dispatched to new locations. • Answered phone calls to assist with any technical issues on site and remoted into the computer when needed. • Drove out to locations to troubleshoot any technical issues that could not be resolved remotely. • Created/updated accounts for employees to register customers in our system. • Assisted with back-end troubleshooting when bugs and problems would arise with accounts in the system. • Analyzed database management solutions to introduce ideas to increase repository storage needs by 50%. • Diagnosed and corrected applications and operating systems software issues including peripherals and hardware issues. Show less



Core Technology Solutions

• United States
• Information Technology & Services
• 1 - 100 Employee

• Help Desk Technician

  • Aug 2021 - Sep 2021