IT Support Specialist

• Feb 2022 - Present

RESPONSIBILITIES: General Ensure professional, timely and polite support to all our end users Have in depth knowledge of our tools and ticketing procedures Follow standard help desk protocols, procedures and guidelines as provided Identify, troubleshoot and resolve a wide range of computer & network related problems Basic understanding of Line of Business (LOB) applications and associated third party vendors Stay current with system information, changes and information technology updates Any other special projects or tasks assigned Ticket Management and Resolution Create new tickets for end users that place phone calls or require onsite assistants Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation Resolve tickets when able based on documentation, training and tools. Develop, maintain, and execute a daily routine to review and update existing assigned tickets Follow ticket management principles per training 1 st communication with the customer is attempted via a phone call Ensure SLA timelines are met Ensure ticket statuses are maintained correctly based on training provided Ensure accurate time worked is reported on each ticket Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket Assume full ownership of all tickets assigned by the team traffic manager Transfer of ticket ownership is done via our proprietary Team Tech Solutions CRM. Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution As an active directory administrator duties include: managing domains, auditing user permissions across platforms, developing strategies for disaster recovery, and ensuring compliance with regulations and policies.

Student

• Nov 2018 - Present

Cyber security student Cyber security student

Pharmacy Technician

• Oct 2015 - Feb 2022