Provides technical support to one or more offices under direction of regional Technology Support Manager. This included client support of PCs, laptops, peripherals, and mobile devices. Work with Infrastructure and Operations team on network-related troubleshooting and deployment. Escalation point for 1st and 2nd level teams and other areas of Information Technology groups, also for client issues. Acted as part of ‘onsite team' during office relocations, and other large-scale projects that required onsite support. Prepared upstream reporting KPIs on staff, remediated issues provide coaching as needed, prepared evaluation reporting, and problem management.
Provided 2nd level of technical support, part of planning, developing, implementing, supporting and managing of comprehensive set of hardware and software and computing technologies for staff and volunteers. Support for office moves, add or relocations. Provided hardware/software updates and refreshes. Maintained and upgraded hardware. Provided Chat/Phone support for service desk as needed to ensure low wait time. Developed and deployed backup disaster plan for Eastern Divisions user/share data, Replicate files to remote locations, Backup to HDD and tape, monitor backups, and perform regular tests. Recover/restore data when client needs required. Follow inventory policy for repair, salvage of old hardware Proactively reach out to field staff to ensure both technical and customer service needs are being met. Maintain client service level agreements achieving average of 96% customer satisfaction. Maintain office visit schedule (virtual or in-person) to ensure office infrastructure is maintained, staff needs are provided.
Information Technology professional experienced in developing, coaching a staff of technical support analysts. Cultivate client services relationships with Business leadership to improve IT services. Manage and implement enterprise projects, provide reporting metrics for accountability of day-to-day operations, documented changes through enterprise ITIL driven CMI process. Exceptional problem solving, troubleshooting, training and communication skills. Empowering clients and staff with the needed skills, tools and confidence to bring about productive operations promoting good stewardship.
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