Dwayne Reid Email & Phone Number

Roseland, New Jersey

Roseland Nj

• Support end-user questions via email, phone and direct contact regarding their Windows 7/8 or Mac desktop environment, ensuring customer satisfaction and driving towards maximized customer service at all times.• Successfully diagnosed and resolved technical hardware and software issues: Windows 7/8, Microsoft Office , Mac OS X, mobile devices (iOS, Android), HP LaserJet Printers reported via telephone or email using the Service Now ticketing system• Provided desktop support to the end user via hands on, remote connections and/or instructional phone support• Maintained open communications with technical department and escalatedtickets to divisional support teams to ensure problem resolution• Monitor the office’s unassigned tickets queue, ensured all issues raised are dealt with in an effective & efficient manner, ensuring these matters did not breech SLA agreements.• Support software installation, remediation and removal.• Stay current with system information, changes and updates

— Provide daily phone support for end users within the firm for components of the IT infrastructure and application support. — Troubleshoot desktop and laptop hardware.— Provided support of Windows 7 and Windows Vista machines utilizing McAfee Endpoint Encryption with limited access to Active Directory to address workstation authentication and remote access issues.— Provide support for encrypted external drives using Dell Data Protection.— Support of firm email systems, including MS Outlook, Webmail, Good© for Enterprise, Blackberry and MobileIron mobile device management platforms.— Troubleshoot and support for RSA SecurID and access to Cisco VPN Clients.— Limited exposure to Citrix environment; troubleshooting Citrix client issues.— Record problem systems and status information through the use of Remedy ticketing system, and followed issues through to completion.— Troubleshoot proprietary applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization. — Support the implementation and deployment of internal business systems and solutions.— Multi-tasking to accomplish technical goals while meeting customer service requirements in a demanding, client-support driven environment.