Emily Perna Email & Phone Number

New Cumberland, Pennsylvania, United States

•Supervised, created schedules, and encouraged the work of technicians in order to verify adherence to quality standards, deadlines, and proper procedures.•Prioritized assisting my team handle high-volume work by using the Remedy ticketing system, Service Now ticketing system, organizing the o ffice, maintaining inventory storage units, and ordering supplies.•Documented troubleshooting procedures and created documentation that's being used to train new technicians.•Imaged and set up equipment for customer use, ensuring proper installation of cables, operating systems, and appropriate software.•Guided users through basic and advanced support issues including logons, lockouts, network connection issues, software installs, printing, and scanning issues.•Managed user accounts via Active Directory.•Installed, configured, and maintained printers physically and via print management.•Provided vulnerability resolution and remediation services for operating systems and applications installed on client endpoint devices. •Provided whitelisting support for all approved software and devices.•General knowledge of Powershell commands.

New Cumberland, Pennsylvania, United States

Greensburg, Pennsylvania, United States

•Completed basic repairs to hardware, software and equipment in classrooms throughout the University•Maintained detailed records of daily support activities and resolutions.•Assisted users via telephone, Zendesk, in person, and video chat to diagnose and triage and resolve problems.•Updated office files daily and kept records organized.•Supported users with technical troubleshooting and software updates.•Trained junior team members (workstudies) and mentored on important procedures.•Created instructional videos, documents, and tutorials for the use of faculty, staff, and students.

Greensburg, Pennsylvania, United States

•Diagnosing and repairing electronic devices for educational institutions around the country •Top producer in revenue and repairs for my division. •Trained new team members in company-specific systems, protocol for diagnosing/testing devices, and proper repair technique.•Prepared informative reports for team leaders and company decision makers regarding departmental activity using Microsoft Excel, Outlook, Word, and Teams.•Effectively communicated with other employees and upper management to ensure complete care of customers. •Remaining up to date on latest Apple hardware trends.•Managing time and projects on a priority level basis to ensure complete satisfaction of the customer.

Greensburg, Pennsylvania, United States

• Acknowledged customer issues and resolved their problems quickly and efficiently.• Collaborated with colleagues on market information and strategies.• Effectively communicated with other employees and upper management to ensure complete care of customers and their orders.• Logged incoming and outgoing inventory to ensure proper flow and timely orders.• Met with members of a team every day at the end of the workday to review and discuss ideas that would improve overall success.• Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies/adjust errors.• Product model for the website.