Christopher Pedersen Email & Phone Number

Became proficient with network deployed printers, OneDrive, SharePoint and NTFS file permissions, remote desktop, email issues, remotely diagnosing hardware issues, facility internet issues/outages, and general desktop issues including issues with Microsoft applicationsConsistently met service level agreements with a high-volume workload, staying organized and maintaining accurate time sheets throughoutMaintained clear communication both with clients and internallyDocumented new solutions to issues and information helpful to fellow technicians whenever possibleConsistent high percentages of positive reviewsProvided onsite support at our largest client maintaining professionalism and helping whenever possible while on-site as a monthly taskTraveled to various states to onboard new facilitiesExemplified company core values and encouraged others to do the sameProvided a fun-and-balanced, energetic, and enthusiastic attitude, assisting in helping make teams gel and building family-like relationships

Started in the internship program and grew to a full-time employeeGained the MTA OS (98-349) certification before the internship had ended while being in schoolBecame comfortable with imaging computers to the point of leading imaging projects of 50+ devices, trained newer interns how to stay organized and complete projects efficientlyTriaged and repaired laptops, desktops, and kiosks including SSD upgrades, screen, keyboard, display cable, and motherboard replacementsCompleted change requests and minor desktop support while meeting service level agreement times and always maintaining an accurate time sheetExperience with Active Directory, Office Portal, Microsoft appsAssisted with training newer team membersUsed weekend time to create detailed guide for level-1 helpdesk departmentVery strong oral/written communication with clients and internallyDisplayed “core values” (care, aim higher, speak up and communicate, be fun & balanced, be proud) on a daily basis

Worked to troubleshoot customer issues with various forms of technology including computers, printers, and cell phones while providing thorough support and problem resolution both in-store and over phoneProvided support to set up newly purchased laptops, including initial Windows setup, installing antivirus software, and transferring data from older PC'sAdvised on the most efficient ways to solve customer problems, including consideration of cost and ease of use depending on specific needsSold laptops, printers, routers, streaming devices etc. including extras such as ‘Total Support Packages’, ‘Premier PC Setups’, and extended warrantiesResolved customer issues with professionalism, patience, and courtesyTrained new employees and explain protocols clearly and effectivelyDisplayed strong interpersonal skills with both coworkers and customers