Helpdesk Specialist II

• Sep 2021 - Present

Helpdesk Specialist I

• Jul 2019 - Sep 2021

● Field incoming help requests from end users via both telephone and work orders in a courteousmanner.● Document all pertinent end user identification information, including name, department, contactinformation, and nature of problem or issue.● Build rapport and elicit problem details from help desk customers.● Prioritize and schedule problems. Escalate problems (when required) to the appropriatelyexperienced technician.● Record, track, and document the help desk request problem-solving process, including allsuccessful and unsuccessful decisions made, and actions taken, through to the final resolution.● Apply diagnostic utilities to aid in troubleshooting.● Access software updates, drivers, knowledge bases, and frequently asked questions resources onthe Internet to aid in problem resolution.● Identify and learn appropriate software and hardware used and supported by the organization.● Perform hands-on fixes at the desktop level, including installing and upgrading software,implementing file backups, and configuring systems and applications.● Test fixes to ensure problem has been adequately resolved.● Perform post-resolution follow-ups to help requests.● Develop help sheets and knowledge base articles for end users.

National Accounts Representative - EHI

• Mar 2019 - Jul 2019

● Provide exceptional customer service to a variety of Enterprise locations● Answer inbound calls from customers in a fast paced environment● Perform Tier-1 troubleshooting to include:Incoming phone linesGeneral phone system/instrument issuesCall flow processesOther customer owned telephony equipmentRespond to customer tickets within Service Level AgreementsOpen, update, and close service ticketsPlace equipment orders and update inventory reportsLocate and schedule subcontractors to provide serviceNegotiate subcontractor rates in order to maximize profitabilityConduct follow up calls to subcontractors to ensure scheduled appointments are metConduct daily follow up calls to customers to ensure customer satisfactionUpdate customer databases with most current site specific informationParticipate in 24x7 on-call rotation

Technology Specialist

• Jul 2017 - Mar 2019

● Analyze user need to determine technical requirements● Maintain understanding of current web technologies or programming practices through continuing education, reading, or participation in professional conferences, workshops or groups.● Provide technology support for all programs as needed. This includes phone and/or e-mail support● Assist school technology coordinators with network troubleshooting and distributing new software and hardware to students● Assist Technology Director in the following duties Technology and network design Write, design, or edit web page content or direct others producing content Back up files from websites Evaluate code to ensure that it is valid, properly structured, meets industry standards, and is compatible with browsers Identify and correct problems uncovered by testing or user feedback Install and perform minor repairs to hardware, software or peripheral equipment

Activations Technician 1

• May 2015 - Jun 2017

● Provision services for business customers and technical support services covering HFC/Fiber internet, DSL, telephone, hosted email, wireless, and cable TV. ● Implement changes requested by customers, such as port forwarding, wireless configurations, additions and removals of email addresses or VoIP phones, button configurations, etc.● Constructed formations for Ritter’s Managed Voice service that allows clients high levels of phone systems customization.

Help Desk Representative

• Oct 2013 - May 2015

● Provided remote technical support for residential clients for a suite of services that included cable, DSL, phone, email, and wireless offerings.● Held accountable for keeping accurate records in Salesforce and utilizing ticketing systems from Elation and Spiceworks. Documented processes in Sharepoint.

Lab Assistant

• Jul 2012 - Oct 2013

Was responsible for a couple hundred computers and other devices like printers, projectors, etc. Kept the computers up to date and monitored the usage of these devices by students. Was responsible for a couple hundred computers and other devices like printers, projectors, etc. Kept the computers up to date and monitored the usage of these devices by students.

Team Leader

• Jan 2008 - Jan 2010