Andy Granstrom Email & Phone Number

Remote

Charlotte, North Carolina Area

• Replicate reported issues to identify resolutions and provide escalations as necessary
• Provide tier 2 data analysis and follow up for all tier 1 escalations
• Investigate reports of malfunctioning software and collaborate to find resolution
• Recommend solutions to a supporting team, or assign the problem to the engineering team/implementation team for further analysis
• Guide and cultivate Tier 1 agents and supervisors to provide users with positive experiences
• Collaborate with other departments including, but not limited to, Customer Success, Operations, Implementation, and Engineering

Charlotte, North Carolina Area

• Document all user interactions and troubleshooting steps in support cases
• Assist floor support with answering tier 1 agent questions and concerns
• Assist tier 2 with fulfillment escalations and support manager cases
• Assist tier 1 with adding requested reporting checks to the Analytics team reporting
• Respond to tier 1 requests to escalate cases to the tier 2 queue. Verify reports are up to tier 2 escalation standards. Ensure there are no existing engineering tickets about this issue
• Assist the fulfillment team and tier 2 with keeping the support documentation up to date

Veneta, Oregon

• Respond to customer service requests by Email, Phone.
• Greet users warmly and ascertain problem or reason for calling, emailing.
• Answer all users questions as thoroughly as possible.
• Assist other agents with technical questions.
• Escalate cases that require further investigation by the technical team.
• Provide fulfillment support when needed.

Coos Bay, Oregon

• Refurbished laptops, desktops components using imagine server and setting them up at remotes schools
• Responsibilities included problem detection and solving, fixing and reinstalled software and hardware.
• Did troubleshooting, diagnosed, installed, upgraded, configured, and repaired computer systems.
• Administered all desktop related functions including hardware and software set-up and configuration.
• Did troubleshooting on network connectivity, desktop configuration, printers connectivity, and network access issues regarding permissions.
• Did software and hardware installation, end-user support and training, serviced, and kept track of stock items.

North Bend, Oregon

• Computer technician for the district serving four schools and the technology building.
• Refurbished desktops, laptops and printers.
• Responsibilities included problem detection and solving, fixing and re-installing software, hardware and making images.
• Did troubleshooting, diagnosed, installed, upgraded, configured and repaired computer systems and network system components.
• Provided technical support to end-users in hardware/software with proficiency.
• Proficient with a wide range of applications including OpenOffice 2.0, Microsoft Office 2003, Internet Explorer and configurations.

Coos Bay, Oregon

• Assisted with network installations.
• Troubleshoot network connection problems.
• Input data about the network into a spreadsheet for data collection.
• Assisted pulling cables to add a new patch panel in the server room.
• Communicate and relay information to other staff.
• Label equipment and cables for connection identification.

Computer Systems Networking And Telecommunications

One year Course CCNA-Cisco Certified Network Associate-2005/2006 A+ Certified Professional - August, 2005

High School, 09-12

In the four years I was in High School, I assist the school district tech department with troubleshooting and repairing staff, student.