IT Services Administrator

• May 2023 - Present

L2 Technical Support Specialist

• Feb 2023 - May 2023

L1 Technical Support Specialist

• Nov 2021 - Feb 2023

To reply to service desk tickets using Zendesk and assist with software related issues including working with book flows, promo codes, availabilities, building dashboards• An expert FareHarbor user that stays on top of all new feature releases.• Handle inbound/outbound support issues via emails and phone calls.• Provide exceptional support by listening, understanding the issue, and problem solving with customers.• Communicate across teams to ensure client needs are met.• Provide valuable feedback to the development team.• Contribute to the FareHarbor help documentation.• Help develop, improve, and implement standard operating procedures.• Genuinely committed to delivering best in class customer/ technical support.• Able to work closely and effectively with others.• Patient, curious, detail oriented and eager to problem solve.• An excellent verbal and written communicator. Show less

Tier 2 Desktop Support Assistant

• Oct 2022 - May 2023

- Build and maintain advanced skill set/knowledge in troubleshooting, infrastructure, and application suite. - Oversee accurate and efficient support for all campus classrooms. - Escalation to vendors under existing support contracts, tracking and documenting vendor compliance to existing SLOs. - Make recommendations for additional support contracts. - Research and make recommendations for new technologies. - Requesting specifications for purchasing. - Perform scheduled and documented configuration changes or deployments. - Knowledge sharing, including training tier 1 employees and cross-training peers. - Receives requests and incidents escalated from tier 1. - Works to resolve technology issues that require deeper knowledge. - Directly responsible for supporting tier 1. - Identifies trends in incidents to support problem management. Show less

Technical Support Analyst

• Dec 2020 - Jul 2021

To provide technical support and assistance to clients within the business regarding hardware and software issues. The work I do extends over several areas of expertise. Outstanding customer service over the phone, email, and online tickets for technical support Communicate with the customer to ensure issues are being tracked, care for, and resolved Track and monitor all support cases in zendesk to ensure timely resolution and follow-up Clearly Identify, document, and find solutions to instances of hardware and software failures and issues Escalate critical customer issues to the appropriate level of management and/or engineer Knowledgable with Active Directory, Azure Active Directory, Microsoft 365 Capable to work a day shift with additional duties and on-call on weekends Maintain backup process using Windows One Drive and Apple Time Capsule Request approved purchases of computers and other IT equipment Exceptional knowledge of software maintenance for Windows, and Mac Excellent debugging and analytical skills Experience supporting multiple, simultaneous commitments Strong ability to perform as an individual and/or a member of a team Regularly role model the Core Operating Principles to your team and others Provide support for Windows and Mac computer systems Set up new computer systems and add them to TruStile's Microsoft domain Ensure hardware and software is ready for new employees when they start Provide initial computer and network orientation to new employees Install the software on user PCs and Macs Support network printers, label printers and scanners Show less