SUMMARY:

A proactive and customer - focused IT Technical Support Supervisor with 10+ years of proven network and helpdesk experience. A team player who excels at delivering exceptional customer service with efficiency and accuracy in fast-paced office environments.

IT SPECIALTIES:

• Microsoft Office
• Windows 7 & 10
• Computer Setup, Troubleshooting & Repair
• Software Installation & Support
• ISP Level DNS Administration
• Virus Protection System Maintenance
• (Symantec Endpoint Protection, ESET, Trend Micro)
• Server Troubleshooting
• Domain & SSL Certificate Registration & Renewal
• Data Recovery

EXPERIENCE:

Confidential, Battle Creek, MI

Supervisor IT Technical Support

Responsibilities:

• Provide comprehensive hardware and software technical support for 450 employees of fast-paced acoustical and thermal fiber insulation manufacturing plant
• Close 99% of incident tickets within 24-hours and without escalation
• Surpass 5-ticket daily average by proactively assessing, prioritizing, and closing 40+ tickets a day
• Seamlessly step in to support Milsco division employees in Jackson location during IT staff vacations
• Manage 7 technicians within our Milsco, Janesville, Metalex divisions.
• Strive to drive a positive, self-motivated and team focused environment.
• Investigated and resolved end user inquiries and complaints in an empathetic manner.
• Maintain up-to-date knowledge of computer and mobile device products.
• Interviewed and trained Technical Support Technicians

Hardware Support: Aruba access points; HP, Canon and Kyocera printers; ShoreTel IP phones

Software Support: ShoreTel Communicator; Sophos Anti-Virus; AutoCAD; Microsoft Office 2013 and 2016; Dell SonicWALL NetExtender; ShoreTel Director, SpinFire; Android & IOS; AIM Vision; Dynamics, XA

Confidential, Portage, MI

IT Support Analyst

Responsibilities:

• Provided multi-generational hardware and software support as a contractor for the finance and customer service departments of Stryker, a global medical supply company
• Leveraged impeccable work ethic to track unassigned tickets, provide in-person support, and close 60+ tickets per day, exceeding 10-per-day average and achieving 97% 2-hour or less average close rate
• Tracked tickets for area offices and facilitated remote sessions, solving 99% of issues during first call and without escalation
• Promoted team-centric culture by sharing successful strategies with IT team at monthly meetings

Hardware Support: HP & Dell laptops/desktops; Microsoft Surface Pros; Ricoh Printers; Kyocera Printers; HP LaserJet Printers; Avaya CS540 telecom systems; Tablets; Mac

Software Support: Microsoft Office 365; Junos Pulse VPN; Citrix (JDE); DocView; AS400/iSeries; Adobe Creative Cloud; DataMagine; SharePoint; Trackwise; Velocity; McAfee Anti-Virus; Android & IOS

Audio/Video Support: WebEx; GlobalMeet; PGI; Crestron technologies

Confidential, Traverse City, MI

Support Services Specialist

Responsibilities:

• Provided comprehensive hardware and software support for IT company’s diverse client base in law, accounting, and medical fields, earning 4.97 out of 5-point average customer satisfaction rating
• Intuitively prioritized urgency and closed an average of 35 tickets per day to maintain a 105+% efficiency rating on monthly reviews

Confidential, Grand Rapids, MI

Implementation and Support Services

Responsibilities:

• Set up, tested, and supported SalesPad’s MS Dynamics simplification solution, ensuring plug-in served each client’s unique needs
• Delivered clear, individualized online training to clients

Confidential, Grandville, MI

Network Operations Center Client Support Engineer

Responsibilities:

• Represented IT service company by providing installation, setup, repair, and security support to healthcare clients like Confidential, closing 95% of tickets before FLA agreement expiration