PROFESSIONAL EXPERIENCE:
Confidential, Raleigh, NC
Helpdesk Tier 3, Hardware Support
- Repair, replacement, or upgrade of laptop and desktop computers.
- Troubleshooting of in - house end user hardware issues.
- Troubleshooting of in-house business class printers.
- Ordering and inventory management of laptop and desktop computers, parts for laptop and desktop computers, toner for business printers, miscellaneous hardware and accessories.
- Imaging and preparation of Windows computers for end users using SCCM and RDC.
- Imaging and preparation of Apple computers for end users using DeployStudio.
- Shipping and receiving of hardware to and from remote users.
- Moving and setting up computers and desk phones for in-house users.
- Writing setup directions for hardware for remote users.
- Writing and distributing process documents to other helpdesk tiers.
- Submitting 3rd party support tickets and coordinating with 3rd party technicians.
- Ticket management and SLA adherence.
Confidential, Raleigh, NC
Helpdesk Tier 1, Analyst
- Triage and troubleshooting of end user issues via telephone, email, and remote access.
- Ticket management, SLA adherence, facilitation of IT Department communications during crisis.
- Minor user account management, unlocking SSO accounts and resetting passwords.
- Issuing and troubleshooting of RSA SecurID Hardware and Software tokens.
- Deploying bug fixes provided by the Development Team.
Confidential
EasyTech Resident Technician
- In store and on-site service, set up, and repair of personal computers.
- Services include PC tune ups, diagnostics, in store virus removals, and new PC setup.
- Customer assistance with technology products and services.
Confidential
Call Center Representative
- Outbound sales to new and former clients.
- Regularly meeting or exceeding sales quotas.
- Adherence to sales campaign parameters.
