Dan Ashcraft Email & Phone Number

Eden Prairie, Mn

Help Desk Technician - Tier 2 Technician: April 2013 - March 2018Maintain network and server integrity for over 700+ clients with 1400+ server environments while ensuring company objectives are met.Assist with Tier 1 Technicians tickets and resolutions.Provide training and assistance to other IT Help Desk Technicians.Resolve Client issues through the email support box.Create customized classes for Tier 1 Technicians.Create How-To troubleshooting articles.Resolve escalated tickets from Tier 1 Technicians.Help Desk Technician - Tier 1 Technician: April 2012 - April 2013 (1 year)Provide customer service for over 700 clients while ensuring company objectives are met.Implement and support users in domain environments within Active Directory.Articulated a client IT issue and provided recommendations for a quick and timely resolution..Coordinated with onsite techs and escalated service calls.Analyze and research issues with 3rd-party Applications for clients.Communicate with Third party support to resolve specific software issues.Troubleshoot and diagnose Active Directory permission issues and provide resolutions.Taking 18+ calls and resolving 15+ tickets a day.Resolving or escalating issues as needed.Remote Maintenance Technician: September 2011 - April 2012 (7 months)Created/Managed policy modules for monitoring network devices.Adding new companies to the in-house database and verifying correct set up.Resolved alerts coming from monitoring software (ie low disk space, high CPU, servers down, etc).Making sure over 700 customers were receiving Microsoft Updates.Virus protection was functioning properly on various SMB networks.Backup systems were running as scheduled and alerts were taken care of.