Service Desk Agent

• May 2023 - Present

Deskside Technician

• Mar 2023 - May 2023

• Delivering technical support services in a responsive manner.• End User Support and troubleshooting.• Client on-boarding.• Troubleshoot, repair, and/or resolve client issues in accordance with service ticket requests.• Complete various tasks and responsibilities such as moves, disaster recovery, asset refresh, install, de-install, re-image, evaluation, and testing, and answering/responding to hardware/software questions.• Demonstrating strong interpersonal and customer service skills on a consistent basis.• Execute the imaging & refurbishment activities required for this project.• Test and clean PCs, laptops and other related hardware as needed.• Maintain, analyze, and troubleshoot software and computer peripherals as needed during the upgrade.• Migrate from Local domain to Global domain with script.• Provide resolution of end user’s technical issues post migration.• Experience using remote access tools and Azure Active Directory.• Experience using N-able N-central as a remote monitoring and management solution.• Experience in Win 10 Migration OS / Domain troubleshooting.• Experience with Intune. Show less

PC Technician

• Dec 2022 - Dec 2022

•Support and troubleshoot all hardware, software, LAN, email, and hardware peripherals linked to personal computers. •Install, configure, and fix personal computers, printers, and other hardware as required. •Install software in accordance with corporate requirements and offer support and training for regular use. •Migration of workstations from one department to another using procedures (Disconnect/Reconnect). •For PCs to function effectively on the LAN/WAN, configured with all necessary programs, including operating systems, virus protection, IP addresses, and any related software. •Establish and maintain timely and accurate communication about relevant issues with users, management, and colleagues. •Recommend improvements in systems and procedures. Show less

IT Support Specialist

• Jan 2020 - Feb 2021

• Provide technical assistance to clients in the resolution or escalation of desktop related issues. • Desktop hardware and software setup, installation, configuration, and troubleshooting. • Knowledge of Active Directory, Microsoft Office 365, Cloud Computing. • Identify, redirect and/or escalate problems to appropriate resources as per customer support procedures. • Experience with remote control tools for troubleshooting the issues. • Using remote tools, provided technical support to end users. • Monitoring, tracking, and resolving incidents while ensuring customer satisfaction through proactive updates, frequent contact, and escalation as needed. • Maintain a safe working environment by keeping stock and build rooms clean and organized. • Delivered network system upgrades on time and with minimal service interruption. Show less