Information Technology Support Specialist
CurrentIT Service Specialist/Phone Support. Assisted employees who experience any procedural or operating difficulties with the use of University applications, products or services. I worked with full-time staff in sometimes a hands-on environment to resolve technology related problems; script application installations for deployment in Microsoft System Center Configuration Manager; research a problem and development possible solutions for implementation. Basic knowledge and a general understanding or computer hardware/software and operating system platforms. Utilized tracking software as a team to solve problems when needed to support 16k+ students and 200+ faculty members at Ferris State University. Gained exceptional communication/decision making skills (Phone, Email, Chat, and in Person) in a fast-paced environment. Gained knowledge in answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communication policy. Determined the most effective manner to resolve customer's technical issues. Consulted with full-time staff when necessary. Updated tickets with appropriate journal entries of activities, and closing tickets with the appropriate resolution from completion of the job. Verified suggested solutions that effectively resolved the user's problems. Worked on IT related projects as assigned with logical thinking for problem solving to close tickets on first contact, and documented to create a Knowledge Article (KA) for future use to prevent future recurrence of an issue.
