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.

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.

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.

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.