Crystal Swanson

Tier 2 Technician at ComTec Systems
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Contact Information
us****@****om
(386) 825-5501
Location
Glassboro, New Jersey, United States, JE
Skills

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Credentials

  • Microsoft Certified: Power Platform Fundamentals
    Microsoft
    Jul, 2023
    - Nov, 2024
  • ITIL 4 Exam Preparation
    Coursera
    Aug, 2022
    - Nov, 2024
  • IT Service Management Certification Training
    Master of Project Academy
    Jul, 2022
    - Nov, 2024
  • Six Sigma White Belt Certification
    Aveta Business Institute
    Jun, 2022
    - Nov, 2024
  • Introduction to SIP
    Udemy
    Feb, 2022
    - Nov, 2024
  • The Foundations of SIP
    Udemy
    Feb, 2022
    - Nov, 2024
  • Wireshark Tutorial
    Udemy
    Feb, 2022
    - Nov, 2024
  • Learning Google Workspace Administration
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • Learning JIRA Service Desk
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • Learning ServiceNow
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • Prepare for the Apple Certified Support Professional macOS 11 Exam
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • macOS for IT Administrators
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • Azure Fundamentals
    Udemy
    Jan, 2020
    - Nov, 2024
  • Cert Prep: ITIL® 4 Foundation
    LinkedIn
    Oct, 2019
    - Nov, 2024
  • Learning ITIL®
    LinkedIn
    Oct, 2019
    - Nov, 2024
  • CompTIA A+
    CompTIA
    Nov, 1999
    - Nov, 2024

Experience

  • ComTec Systems
    • United States
    • Telecommunications
    • 1 - 100 Employee
    • Tier 2 Technician
      • Feb 2022 - Present

      Investigate and troubleshoot Customer VoIP phone and application issues. Answer calls and emails from Customers/Partners and create/update support tickets in Connectwise. I train and support Customers with phone support, call reports, and applications about their phone system. Create/Support customer accounts. Support and provision Polycom, Yealink, and Cisco Phones. Setup and Support Teams Voice customers/users. Investigate and troubleshoot Customer VoIP phone and application issues. Answer calls and emails from Customers/Partners and create/update support tickets in Connectwise. I train and support Customers with phone support, call reports, and applications about their phone system. Create/Support customer accounts. Support and provision Polycom, Yealink, and Cisco Phones. Setup and Support Teams Voice customers/users.

  • Forman Mills
    • United States
    • Retail
    • 400 - 500 Employee
    • Help Desk Analyst 1
      • May 2021 - Jun 2023

      Serve as the first point of contact for customers seeking technical assistance over the phone or email. Provide level 1 and level 2 support, maintenance, deployment of peripherals and software for corporate employees and stores. Support and creation of network, e-mail, and Point of Sales accounts. Perform remote troubleshooting and walk customers through solving the issue. Respond to tickets via e-mail, phone calls and record them into SolarWinds Web Help Desk. Direct unresolved issues to the next level or vendor support. Provide user support via remote assistance tools – mRemote, VNC, Remote Desktop. Use the Cisco Meraki Dashboard to support and monitor devices Show less

  • WPHL-TV
    • United States
    • Broadcast Media Production and Distribution
    • 1 - 100 Employee
    • Computer Systems & Web Specialist
      • Jul 2007 - Feb 2022

      Desk side support for 50 users and 10+ network printers, Desktop, Laptop, Apple and Printer Repair/Maintenance, On-Site Exchange & Active Directory Administrator, Supports Windows OS, Windows Server 2008/2012/2016, MS Office 365, MAC, Use Remote Control Software to install, monitor and fix computers via remote assistance tools – Bomgar, RDP, VNC, Apple Remote Desktop, Hardware/Software installations, re-placements and repairs, On-site VoIP System Admin, Perform server backups, Responsible for Technology Purchases, iPad/iPhone/Tablet/Android Setup, Assist Corporate with various projects. Submit tickets via Zendesk. Install images and monitor domain computers via SCCM Show less

Education

  • New Eden School of Natural Health & Herbal Studies
    Associate of Science - AS, Natural Health Studies
    2013 - 2017
  • Delsea Regional High School
    1986 - 1992
  • Rowan College at Gloucester County

Community

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