Frederick Freeman Email & Phone Number

Mayfield Heights, Ohio, United States

Parma, Ohio

• Building, configuring, patching, upgrading and troubleshooting of physical and virtual Windows server (rack mounts, blades, and VM’s)• Taking care of backups, off-site storage, inventory-asset management• Installing, configuring and deploying new PC’s, Phones and Servers• Monitor server event logs, performance logs, growth of data on the network, and checking the status of nightly server backups• Performs day to day maintenance and installation of server, network equipment, virtual machines, phones, backups and storage• Investigating, resolving and closing user reported PC problems and application issues through our ticketing system

Parma, Ohio, United States

Parma

• Provided IT support to 3 locations for pc’s, copiers, and projectors• Managed users and passwords in Active Directory• Maintain software lifecycle management, including deploying, tracking, upgrading and maintenance• Maintain hardware lifecycle management, including imaging, deploying, configuring, and maintenance• Ensure tickets are completed within established service level

Answers incoming Information Technology calls in a courteous and timely manner.Discuss problems and requests with users, evaluates and priorities calls.Forwards calls to the appropriate technical professional and/or service personnel for appropriate service, and repair.Analyzes and resolves problems related to desktops, voice and e-mail, servers, remote access products, and PC applications and escalates to next level as needed.Correctly and accurately logs all incoming problems and requests in the Help Desk database.

I monitor phone queues and accountability reports, that aid in providing low call time response I train and coach technicians from their recorded calls which increase phone etiquette, lower dead air time, and provide excellent customer serviceIncrease communication and provide department goals by conducting monthly meetingsHelp customers to design, implement and manage quality, scalable solutions that optimize performanceProvide pre-sale and post-sale technical support for customers and Account Managers (Inside Sales)