David Maxwell Email & Phone Number

Dayton, Ohio, United States

• Oversee and lead a team of 20+ part-time employees, ensuring quality customer service is delivered to students, faculty, and staff members of the University of Dayton community• Exercise the ability to effectively communicate with University users, providing excellent customer service delivering IT-related solutions in an expedited manner• Create and maintain an internal knowledge database of issues and requests encountered by the staff for student staff to utilize to assist with customer support• Troubleshoot technology and assign service requests to appropriate departments, escalate issues and attempt to resolve at first level utilizing technical and interpersonal skills• Collaborate with IT Teams including, networking, web development, infrastructure, and security to deliver IT Solutions as well as collaborating with non-IT departments• Manage and update various UDit website content including the System Status page through Cascade CMS• Advise on IT Security via phishing attempts, two factor authentications, and account management for customers• Run auditing and quality assurance on tickets incoming to the Review Queue, Call Center, and Service Center

- Supported 7700+ university faculty, staff, and students with first level customer/technical support regarding computer, email, phone connectivity, software or hardware inquires to resolution or escalated to second level support - Coordinate and create solo/team-based projects to define workflows and organization’s training protocols- Oversee Service Desk student statistics to increase troubleshooting skills, knowledge, and efficiency- Optimize Service Desk provided services and workflows for employees- Provide first level technical support regarding computer, email, software, hardware, and account support via phone, email, and in-person- Run monthly and ad hoc auditing reports on IT ticketing database- Familiarity and experience working with machines in UD’s Active Directory environment

Dayton, Ohio Area

- Provides customers with first level customer/technical support regarding computer, email, phone connectivity, software or hardware inquires to resolution or escalated to second level support- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues- Excel in asking probing questions and researching, analyzing and rectifying problems- Help to process machines for donation to local schools and nonprofit organizations- Support classroom platform technology for professors and students- Install operating systems, software, antivirus programs and patches to resolve computer related- Escalates issues to the proper help desk associate when necessary and follows up on any escalated issues, all within a timely manner- Prioritize work related tasks and perform as a member of a quick response team- Interviewed and effectively participated in the hiring and training of employees- Trains new employees on current Service Desk policies and procedures- Document incident and resolution information in Team Dynamix ticketing system

Dayton, Ohio Area

- Install outside fiber box to customers houses with precise measurements and finesse with fiber cable- Install inside modem in the customers houses relative to the location of outside fiber box- Selective and appropriate usage of tools to perform neat installations- Interacting with many different customers, discussing which installation location will be optimal for their usage