Connor Carter Email & Phone Number

Grand Rapids, Mi, Us

Cincinnati, Ohio, Us

• Managed, documented, and escalated over 100 incident bridges ranging from moderate to major-high severity, ensuring key stakeholders were informed of issues and resolution steps.• Monitored network connectivity and performance across 2,000 branch locations, driving the resolution of outages and degradations with telecom carriers to minimize customer impact.• Provided first-line troubleshooting support for corporate data centers, including Windows servers, SQL, VMware, and UNIX systems.• Ensured resolution of moderate and high-priority incidents within established Service Level Agreements (SLAs).• Conducted system and application monitoring and diagnosis, engaging Tier II and III support teams for issue assignment and resolution.

Grand Rapids, Michigan, Us

• Provided quality support to 70,000 IT users, ensuring high levels of customer service, technical expertise, and timeliness.• Delivered first-level assistance for defined problems and escalated trouble tickets to higher-level staff as necessary for applications, servers, VMware, Citrix, mobile devices, networking, hardware, and software. • Successfully worked in a high-volume, 24x7 technical call center, demonstrating strengths in rapidly diagnosing, troubleshooting, and resolving technical issues.• Acquired and maintained current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.• Assisted in resolving user and support issues among company sites, ensuring timely distribution of knowledge and positive impact on user satisfaction.

Lincoln, Ne, Us

• Provided comprehensive administrative support for data entry, training, scheduling, and safety, ensuring smooth operations and adherence to protocols.• Achieved and maintained a 100% accuracy rate in data entry, demonstrating exceptional attention to detail and reliability.• Facilitated support for the learning management system, effectively assisting 630 employees with training and development needs.• Developed and implemented a quality assurance program to ensure data and document accuracy, reliability, and consistency.• Created detailed Excel reports and PowerPoint presentations for upper management, aiding in strategic decision-making and the implementation of new training courses.

Paw Paw, Michigan, Us

•Performed diagnostics and troubleshooting of system issues and documented help desk tickets with the solution. •Provided customer service computer help desk support via phone or email to over 300 employees. •Assisted with the support of: enterprise level systems, cable termination, active directory, PC builds and deployment, software/hardware updates, Microsoft products and various software/applications. •Resolved technical issues with Local Area Networks (LAN) as well as Wide Area Networks (WAN).

Master'S Degree, Computer Information Systems

Bachelor’S Degree, Computer Information Systems