•Diagnostic and triage repair services for mobile devices (smart phones, tablets and computers)•Customer interaction•Disassembly and reassembly of mobile device components•Maintain an effective, efficient, organized and productive work area•Provisioning•MDM

• Provided timely and effective technical support to internal and external customers, resolving hardware and software issues promptly for the 20,000 employees of the city.• Managed help desk operations, ensuring tickets ensued handled efficiently and meeting service level agreements (SLAs).• Deployed end-user equipment, including computers, printers, and peripherals, ensuring proper setup and configuration for optimal functionality.• Conducted troubleshooting and repair of hardware and software issues, minimizing downtime, and maximizing productivity.• Developed lean agile processes for workstations and imaging, streamlining deployment procedures and reducing turnaround time.

• Proactively assisted patrons with password resets, resolving over five hundred password-related issues within a single semester.• Provided comprehensive support to over 1,000 faculty, staff, and students, resolving an average of twenty technical issues per day by using our Team Dynamix ticketing system.• Configured and troubleshooted 50+ printer devices and patron laptops, smartphones, and tablets to connect seamlessly to the wireless network, ensuring uninterrupted connectivity for all users and reducing network downtime by 25%.

• Helped with computer device repairs, assisted with office functions, supported management staff with various functions related to instructional computing services. • Assisted with imaging/software install and activation/software updates/ firmware and driver updates for student, faculty, and staff workstations.• Troubleshoot printer devices and laptop kiosk, configure patron laptops, smartphone devices, and tablets to connect to the wireless network.• Maintained the appearance of classrooms, computer labs, library technology spaces and department equipment, and troubleshot computing issues.