Douglas W. Email & Phone Number

Remote

San Marcos, Texas, United States

Guided team of 5 individuals on how to take and troubleshoot IT calls with customers● Learned new procedures and tools from ISP then developed training documents and leadtraining classrooms on these tools● Resolved issues ranging from customer devices to declaring city wide outages. This includednetworking within the home and wireless devices.● Worked with management to survey agents and customers to resolve complaints● Created and Edited internal wiki (business knowledge base) for business wide protocols● General helpdesk procedures including documentation of calls, clocking in, chat support,email support

Luling, Texas, United States

Assisted IT manager with onsite desktop administration.● Managed email client setup, hardware support, and assisted with repairing peripherals likeprinters, keyboards, etc.● Eventually joined the RMA (Returns) dept to resolve issues with the cameras and DVRswhich also required networking knowledge