Claude Thompson Email & Phone Number

Technical Support and Troubleshooting:• Provided first-line technical support for hardware, software, and network issues via phone, email, and chat• Diagnosed and resolved complex software issues, reducing average ticket resolution time by 25%• Utilized remote support tools to efficiently troubleshoot and resolve client issuesCollaboration and Continuous Improvement:• Acted as a liaison between end-users and the development team, communicating feature requests and improvements• Collaborated with development teams to identify, replicate, and resolve software bugs and defects• Contributed to the continuous improvement of the software through regular feedback and suggestionsUser Management and Software Expertise:• Managed user access and permissions within the proprietary software ecosystem• Maintained up-to-date knowledge of all software modules and their interdependencies• Assisted in user acceptance testing (UAT) for new software releases and updatesDatabase Support:• Developed SQL queries to troubleshoot database-related issues within the proprietary systemClient Satisfaction:• Achieved a consistent client satisfaction rating of 95% through efficient and effective problem-resolution

Technical Support and Infrastructure Management:• Installed, configured, and supported workstation software, hardware, printers, and phones• Implemented a user-friendly IT helpdesk ticketing system, reducing response time by 35%• Coordinated network security measures for data backup, protection, and improved workflow• Resolved 75+ client tickets weekly within established SLA timeframes, collaborating effectively with team members• Performed diagnostics, troubleshooting of system issues, and maintained accurate equipment inventoryPerformance Improvements and Training:• Led team initiatives resulting in a 25% decrease in recurring issues• Increased user proficiency by conducting bi-monthly training sessions• Streamlined remote support processes, achieving a 21% reduction in average resolution time for remote users• Developed comprehensive documentation for IT systems and processes• Conducted end-user training sessions to promote IT literacy and self-help capabilitiesHardware and Software Management:• Installed and performed minor repairs on hardware and software, adhering to installation specifications• Documented, tested, and debugged applications software and systems solutions• Maintained records of daily data communication transactions, problems, and remedial actionsCustomer Service Excellence:• Reduced routine inquiries by 18% through implementation of self-help resources and documentation• Addressed IT-related challenges, fostering a collaborative environment and enhancing overall service delivery• Contributed to a 30% reduction in unresolved after-hours issues by participating in rotational on-call support