MSP Technician with over 4 years providing technical solutions through high-quality service and support. Seeking a position in a challenging and rewarding tech environment where I can expand upon my existing skill base while contributing to a lively IT team.
Skills
Customer service expert
Skilled multi-tasker
Working with shifting priorities
Interpersonal skills
Team player
Documentation
Managing multiple projects simultaneously
Use of a Knowledge Base
Use of Ticketing Systems
Queue Management
Remote access support
Mobile devices
Skilled in TCP/IP and WAN
Large computer networks
Wireless Access Point
LAN and WAN expertise
knowledge of Active Directory
POCC, PAM and ERMA knowledge
AS400 knowledge
Work History
05/2012 to Current
MSP technician Midori Services – City, ,
Provided base level IT support to non-technical personnel within the business.
Provided level 2 IT support to non-technical personnel within and outside the business.
Managed call flow and responded to technical support needs of customers.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Created cases and claims for damaged, lost or displaced packages.
Resolved problems with malfunctioning products.
Followed up with clients to ensure optimal customer satisfaction.
Conducted research to address customer concerns.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Researched, troubleshot and resolved complex problems independently.
Worked closely with team members to meet or exceed all customer service requirements.
Developed and tested new product offerings.
Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
Compiled and accurately entered electronic data.
Maintained and updated customer service database.
Reviewed technical documentation and procedures.
Managed customers' expectations and experience to a high degree of customer satisfaction.
Set up PC and Apple desktops and laptops and all types of mobile devices.
Used ticketing systems to manage and process actions were taken.
Provided on-call support for critical issues.
Education
Expected in 1991
High School Diploma: Centaurus high school - Louisville Colorado , GPA:
Additional Information
Systems and
Office 365 password resets
Rebuilding VDI
Zero Client support
Network devices and printers
Anti-virus and spyware scans
Labtech control center
Logmein ResueOffice
Microsoft office 365 Partner
support for email,phones, servers, firewalls, passwords
network connection issues to a computer and mobile devices
Remote support ,port forwarding ,software installs, Password resets troubleshooting configuring DVR and Cameras Recording. playback and backup Parts, cables, and power supplies
Processing RMA with Troubleshooting notes and date of purchase verification
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