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• Learning and staying up to date with new feature releases to HMH eLearning platforms• Communicating with the Tier 2 Support Team through Microsoft Teams• Helping Tier 1 and other Tier 2 Support Agents on cases when they are stuck• Relaying case status and updates to customers• Reaching and exceeding monthly and yearly metric goals

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• Helped customers over the phone and through email with online payment portal troubleshooting

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• Maintained inventory of technical equipment throughout school district.

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.