It Support Technician
Seattle, Wa
One of two dedicated support technicians maintaining and troubleshooting 300 computers, supporting roughly 400 users at 31 retail locations, the corporate office, and distribution center. Built, imaged, maintained, and repaired desktop workstations, laptops, and point of sale computers running Windows XP, Windows 7, and Windows Server 2008 operating systems. Coordinated the effort to integrate former Help Desk support infrastructure with Vitamin Shoppe systems by cataloging company hardware and software, licensing agreements, and vendor contracts.Facilitated company integration by cabling, patching, and labelling network infrastructure at retail sites. Provided onsite logistical and systems support to third party technicians who were responsible for physically integrating Vitamin Shoppe equipment into the Super Supplements network. Created scripts to automate routine or time-intensive tasks, including but not limited to a PowerShell script to perform regular SQL server database maintenance and an AutoHotkey script to reduce time spent performing software licensing tasks. Communicated with end users directly or through the Spiceworks ticketing system to troubleshoot software, hardware, and equipment malfunctions.Developed, tested, and deployed SharePoint solutions and web parts to satisfy end user requirements. Organized controlled testing of prospective hardware such as printers, copiers, VOIP phones, and payment card readers for corporate and retail systems.Provided off-hours emergency phone or onsite support in the event of a retail systems or networking failure. Communicated often with copy equipment and software vendors, as well as our payment gateway provider, and coordinated their support efforts when necessary. Authored hundreds of pages of how-to documentation in the form of Word documents hosted via SharePoint for the benefit of teammates and end users.