Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues. Outside the box thinker, with the mentality to efficiently do it right the first time.
Served as main technician for department, enjoying many client professional relationships over the years. Actively mentored new technicians to the department to improve their client and technical skills. Collaborated with team to roll out several versions of the Windows/Apple operating systems adapting to the various software/hardware issues that arise from new OS launches, concluding with solid processes in place to give clients a care-free experience. Contributed to raising my departments Client Service Index 20+ points to surpass company expectations. Supported the store as a point of contact around company processes and S.O.P.
Provide full service desktop support to clients in a walk-in environment, supporting Windows based units, Apple based units, portable, static, and hand held, including printers and camera's. The process covered hard-ware diagnostics/replacement, software repair, and data backup/recovery. In-home support for same with solutions for networking, Completed service orders correctly prior to expected return time. Managed the flow of work so that first in equals first out, and communicated results to clients in a courteous and timely manner. An accurate accounting of units repaired would exceed multiple thousands over the course of current employment
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