David O'Neil Email & Phone Number

United States

• Providing friendly and empathetic second-level SaaS technical support for HMH eLearning platforms to customers throughout the United States via phone, email, and virtual meetings
• Configuring OneRoster API connections, Clever and Google SSO setups, and troubleshooting eLearning platform technical issues
• Documenting all customer interactions and troubleshooting steps in Salesforce
• Writing up replication steps for software bugs and escalating to the HMH Development Team
• Working with the Sales Team to help resolve customer technical issues or questions
• Referencing, reviewing, updating, and creating knowledge base articles

Massachusetts, United States

• Resolved technology-related issues for my clients
• Repaired personal computers, performed hardware replacement & upgrades, data recovery, virus removal & prevention, set up home Wi-Fi
• Designed and installed home audio-visual systems
• Trained clients on various technology equipment: iPad, laptops, smart TVs, Wi-Fi routers, smartphones
• Software training on Zoom, Skype, Google “G” Suite, Windows Office 365, Excel, Word, Outlook, TeamViewer, Slack, and other software
• Provided support over phone, email, chat, and video calls

Westborough, MA

• Served as a management team member, collaborating with the President and Vice President to develop company-wide policies and technology initiatives
• Maintained, updated, and troubleshot the point-of-sale system and eCommerce website
• Troubleshot, maintained, imaged, protected, and upgraded all technology at the store, including desktop computers, laptops, servers, printers, network equipment, VoIP phone system, & and Wi-Fi
• Monitored company website and reported any outages to hosting company
• Created employee domain accounts on Windows Active Directory
• Conducted training of new staff on technology and point of sale system

Westborough, MA

• Troubleshot, repaired, imaged, and upgraded desktop computers, laptops, MacBooks, printers, Chromebooks, and iPads for over 200 teachers and classrooms
• Worked as part of a team ensuring all technical problems were resolved in a timely and effective manner
• Learned different software as needed to fulfill changing technology and teacher needs
• Point of contact for teachers ensuring they were comfortable using technology in the classroom
• Logged all completed service request in ticketing system (Spiceworks) and responded quickly providing timely resolutions
• Reported status of all technology related issues to the Director of Technology

Hudson, MA

• Resolved Windows based PC and audio-visual related issues for 500+ Intel employees.
• Used ticketing system to keep track of all work performed.
• Used knowledge-based solutions to follow Intel standard procedures for resolving issues.
• Supported tech needs for remote Intel Employees East of the Rocky Mountains.
• Maintained Audio Visual equipment for over 80 conference and meeting rooms.

• Troubleshot and repaired customer laptops and desktop computers, including virus removal, hardware upgrades, and data recovery
• Ran store operations and entered customer information into the point of sale system.
• Called customers to discuss repair options and quote repair work costs.

• Lead audio technician for setting up sound reinforcement systems for live events.
• Worked onsite with clients to make sure technical equipment was perfect for event.
• Worked on many high pressure big scale live productions that required perfect execution each time.