Christopher Graham Email & Phone Number

College Station, Texas, US

College Station, Texas, US

• Provides technical support and training for team members, staff, and remote users.
• Maintains daily performance of computer, printing, VoIP, and security/video monitoring systems.
• Installs computer and software for all individuals in the organization as well as set up and support for company issued phones, tablets, and laptops.
• Ensures system administration services, day-to-day operations, management of servers, maintenance backup/restoration, and performance optimization.
• Manages Windows domain server environment and related server, phone, and video surveillance systems.
• Manages hardware and software inventory and disbursement of company equipment/collection of lost, stolen, and returned equipment.

• Manufactured, modified, and quality checked 50 daily client purchase, rental, and internal PCs and peripherals including proprietary touchscreens, workstations, and servers for 3k internal staff and national car.
• Acted as lead quality assurance technician and final point between hardware coordination and customer ensuring all Service Level Agreements, customization requests, and quality standards are met.
• Managed 20+ weekly customer and internal supply orders’ modification and shipping coordination between clients, hardware install coordinators, and field engineers.
• Imaged 100 weekly PCs and devices utilizing Symantec Ghost and ensured customer operating system specifications were implemented.
• Created 15 PC support technical manuals using the ADDIE process used to train 50+ staff.
• Brought 30 new hires to the high standards of technical ability within the Reynolds & Reynolds service department.

• Troubleshot, resolved, and documented fixes for 200 weekly support tickets utilizing HelpStar ticketing system.
• Oversaw the dispatch of 40 daily service requests and ensured prompt response rate and adherence to all Service Level Agreements.
• Provided training to end users on Windows software and systems and provided self troubleshooting techniques.
• Created documentation on support procedures and quick fixes used by the five-member IT support staff.
• Organized and maintained IT department device and part inventory which totaled over 1000 unique components.
• Processed 60 daily inbound and outbound supply part orders for internal and external warehouses.

• Led an eight-member team resolving 200 weekly PC and hardware support tickets for internal staff and clients.
• Managed work schedules, daily assignments, and weekly output efficiencies for eight part-time members.
• Designed and delivered a targeted IT support training program to 50 staff in a department withhistorically high turnover, and reduced the department turnover rate 20%.
• Increased PCs repaired per week by 50 through developing new training and improved documentation.
• Managed inventory of over 500 different PC components and ensured proper tracking within inventory management system.
• Diagnosed hardware/software failures and repaired an average of 15 computer systems on a daily basis.