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Norfolk, Virginia, United States

Norfolk, Virginia, United States

Norfolk, Virginia, United States

• Provided technical support to NMCI users, resolving hardware and software issues in a timely manner.• Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.• Utilized PowerShell scripts to automate routine tasks, streamline processes, and improve efficiency.• Tackled troubleshooting and problem resolution to support end-user technical issues.• Served as first point of contact for incoming technical service calls.• Documented incident details, troubleshooting steps, and resolutions in the ticketing system.• Trained new employees on the use of computer systems and programs.• Proficient in using Microsoft Remote Assistance for remote troubleshooting and support

Implemented security measures such as firewalls, antivirus protection programs,to protect the organization's networks from external threats.Installed and tested software patches, upgrades, new hardware components in thenetwork environment.Created configuration guides for deploying new desktops, laptops and mobiledevices.Maintained cloud-hosted and on-site servers by applying appropriate patches andmonitoring hardware health.Performed data backups and disaster recovery operations.Orchestrated and oversaw upgrades to system hardware and software.

United States

Tracked orders from start to finish to ensure timely delivery of goods or services.Made outbound calls to obtain account information.Maintained knowledge of current promotions, exchange guidelines, paymentpolicies and security practices.Maintained detailed records of customer interactions, transactions and commentsfor future reference.Set up and activated customer accounts.Answered incoming calls and emails, providing frontline customer support orassistance with product and service transactions.De-escalated problematic customer concerns, maintaining calm, friendlydemeanor.