Jonathan Spenader
IT Help Desk Technician Tier 1 at Puryear IT, LLC- Claim this Profile
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Topline Score
Bio
Credentials
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Datto Certified Practitioner
DattoDec, 2022- Nov, 2024 -
ITG
KaseyaOct, 2022- Nov, 2024
Experience
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Puryear IT, LLC
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United States
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Computer Networking Products
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1 - 100 Employee
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IT Help Desk Technician Tier 1
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Sep 2022 - Present
• Answer phones and log incidents in AutoTask • Serve as the first point of contact for customers seeking technical assistance over the phone/email & follow-up and update customer status and information. • Perform remote troubleshooting through diagnostic techniques and ask pertinent questions & identify and suggest possible improvements on procedures. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving… Show more • Answer phones and log incidents in AutoTask • Serve as the first point of contact for customers seeking technical assistance over the phone/email & follow-up and update customer status and information. • Perform remote troubleshooting through diagnostic techniques and ask pertinent questions & identify and suggest possible improvements on procedures. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving process. • Provide clients with technical recommendations on software or hardware. • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services. • Liaison between vendors (ISP, software support) and clients. • Complete remote setup of Windows operating systems (from 10 to 11) with assistance from Datto Remote Monitoring and Management software. • Record events and problems and their resolution in logs • Update internal technical documentation specific to clients with assistance from Greenshot and Microsoft Word (taking pictures and providing step-by-step solutions). • Monitor security alerts with assistance from Webroot, Datto RMM, and Meraki • Pass on any feedback or suggestions by customers to the appropriate internal team. Show less • Answer phones and log incidents in AutoTask • Serve as the first point of contact for customers seeking technical assistance over the phone/email & follow-up and update customer status and information. • Perform remote troubleshooting through diagnostic techniques and ask pertinent questions & identify and suggest possible improvements on procedures. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving… Show more • Answer phones and log incidents in AutoTask • Serve as the first point of contact for customers seeking technical assistance over the phone/email & follow-up and update customer status and information. • Perform remote troubleshooting through diagnostic techniques and ask pertinent questions & identify and suggest possible improvements on procedures. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving process. • Provide clients with technical recommendations on software or hardware. • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services. • Liaison between vendors (ISP, software support) and clients. • Complete remote setup of Windows operating systems (from 10 to 11) with assistance from Datto Remote Monitoring and Management software. • Record events and problems and their resolution in logs • Update internal technical documentation specific to clients with assistance from Greenshot and Microsoft Word (taking pictures and providing step-by-step solutions). • Monitor security alerts with assistance from Webroot, Datto RMM, and Meraki • Pass on any feedback or suggestions by customers to the appropriate internal team. Show less
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Publix Super Markets
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United States
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Retail
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700 & Above Employee
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Customer Support Analyst
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Apr 2014 - Sep 2022
PUBLIX SUPER MARKETS Customer Support Analyst Lakeland, FL April 2014 to Present • Answer phones and log incidents • Troubleshoot and resolve software issues such as with Winpos Point of Sale, Oasis Schedule Management, Honeywell software, Chaintrack, HOST(PC73), McKesson Enterprise for Pharmacies, Windows 7/10/Server 2016 • Troubleshoot hardware issues specifically with Lexmark (MS811… Show more PUBLIX SUPER MARKETS Customer Support Analyst Lakeland, FL April 2014 to Present • Answer phones and log incidents • Troubleshoot and resolve software issues such as with Winpos Point of Sale, Oasis Schedule Management, Honeywell software, Chaintrack, HOST(PC73), McKesson Enterprise for Pharmacies, Windows 7/10/Server 2016 • Troubleshoot hardware issues specifically with Lexmark (MS811, MS725, MS511) printers, Cyberpower UPS, Tripplite UPS, HP computers, HP/ELO/NEC monitors, Samsung tablets, Honeywell Android devices • Log all calls using in house call tracking system (Service Manager), creating detailed, accurate entries and escalate when necessary. • Report and troubleshoot server (Windows 2016) problems as well as restart servers if necessary, using Hyper V designated servers. • Report and troubleshoot applications problems for example restarting point of sale registers, running updates on POS systems, running updates on HP desktop computers, clearing cache for Enterprise McKesson application, or following specific steps for a web application (SignShop) to print to local printer. •Bypassing Lexmark printers IP/subnet/gateway to assist associates in the event of replacing a broken printer. • Good understanding of PCs and networked systems such as Hyper V Windows 10 servers, wireless Access Points, cloud-based CyberArk Jump Servers Show less PUBLIX SUPER MARKETS Customer Support Analyst Lakeland, FL April 2014 to Present • Answer phones and log incidents • Troubleshoot and resolve software issues such as with Winpos Point of Sale, Oasis Schedule Management, Honeywell software, Chaintrack, HOST(PC73), McKesson Enterprise for Pharmacies, Windows 7/10/Server 2016 • Troubleshoot hardware issues specifically with Lexmark (MS811… Show more PUBLIX SUPER MARKETS Customer Support Analyst Lakeland, FL April 2014 to Present • Answer phones and log incidents • Troubleshoot and resolve software issues such as with Winpos Point of Sale, Oasis Schedule Management, Honeywell software, Chaintrack, HOST(PC73), McKesson Enterprise for Pharmacies, Windows 7/10/Server 2016 • Troubleshoot hardware issues specifically with Lexmark (MS811, MS725, MS511) printers, Cyberpower UPS, Tripplite UPS, HP computers, HP/ELO/NEC monitors, Samsung tablets, Honeywell Android devices • Log all calls using in house call tracking system (Service Manager), creating detailed, accurate entries and escalate when necessary. • Report and troubleshoot server (Windows 2016) problems as well as restart servers if necessary, using Hyper V designated servers. • Report and troubleshoot applications problems for example restarting point of sale registers, running updates on POS systems, running updates on HP desktop computers, clearing cache for Enterprise McKesson application, or following specific steps for a web application (SignShop) to print to local printer. •Bypassing Lexmark printers IP/subnet/gateway to assist associates in the event of replacing a broken printer. • Good understanding of PCs and networked systems such as Hyper V Windows 10 servers, wireless Access Points, cloud-based CyberArk Jump Servers Show less
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Education
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2012 - 2015
Polk State College
Information Technology -
2016 -
University of Massachusetts Lowell
Information Technology
Community
