John Kirwan Email & Phone Number

Remote

Key Responsibilites:- Providing technical support to home office staff, as well as to Commonwealth advisors and their staff, on a wide range of issues and products.- Prioritizing and processing help requests to identify and resolve technical issues.- Diagnosing and resolving hardware, software, and network issues.- Managing and escalating complex technical problems to higher-level IT support teams.- Maintaining detailed records of support requests and resolutions using ticketing systems.- Conducting remote support sessions to assist users with technical problems.- Installing, configuring, and updating software applications and operating systems.- Collaborating with other IT team members to improve support processes and user satisfaction.Core Strengths and Skills:- Excellent communication skills (phone etiquette, listening skills, and follow-up skills).- Knowledge and experience troubleshooting basic-to-advanced Windows 10/11 OS and browser problems.- Experience with Microsoft Office Suite 2016, 2019, and Office 365 functionality and troubleshooting basic connectivity issues; experience with advanced Microsoft Outlook functionality and protocols involved with connecting to Exchange.- Knowledge of Active Directory, Azure, and domain environments.- Experience in providing mobile device support (iOS, Android).- Ability to troubleshoot TCP/IP networking issues, including network devices such as printers and scanners.

Orlando, Florida, United States

- Provided on-ground technical support to Collegis Education clients and staff.- Assisted users with troubleshooting hardware and software issues.- Monitored and responded to on-ground support tickets in a timely manner using Cherwell.- Conducted routine maintenance and updates on computer systems.- Trained users on new software applications and technology tools.- Supported students and faculty in-person for 5+ different on-ground campuses.- Aided in setting up classrooms from a technology standpoint from the ground up to include computers, tablets, printers, simulation equipment, and projector systems.

Greater Chicago Area

- Supervised and mentored level 1 & 2 technicians from local and remote locations.- Partnered with helpdesk leadership to develop and implement strategies and training initiatives to increase Support Specialist effectiveness.- Mentored level 1 & 2 technicians through sharing information, skill coaching, and suggesting effective initiatives to enhance customer service.- Maintained a strong understanding of partner environments, including software applications, learning management systems, and account creation procedures.- Drove best practices for remote desktop management, automation of imaging/updating, and proactive maintenance of supported systems.- Monitored, supported, and troubleshot systems issues.- Continued training for ITSS team members on processes and procedures.- Provided 3rd level technical support to Collegis Education clients and staff.- Assisted users with troubleshooting hardware and software issues.- Monitored and responded to support tickets in a timely manner using Cherwell.- Conducted routine maintenance and updates on computer systems.- Trained users on new software applications and technology tools.- Troubleshooted Learning Management Systems (LMS) such as Blackboard.- Coordinated with senior IT staff to resolve complex technical problems.- Supported students and faculty online and in-person for 50+ different online colleges.

Oak Brook, Illinois

- Supported end-users with day-to-day technical issues and inquiries.- Diagnosed and resolved issues related to desktops, laptops, printers, and mobile devices.- Assisted with the deployment and configuration of new hardware and software.- Conducted regular system checks and maintenance tasks.- Ensured all helpdesk requests were handled efficiently and professionally.- Troubleshooted Learning Management Systems (LMS) such as Blackboard.- Utilized Cherwell for tracking and managing support tickets.- Supported students and faculty online and in-person for 50+ different online colleges.

Naperville, Illinois

- Oversaw daily operations of the Jimmy John's location, ensuring high standards of customer service.- Managed staff schedules, training, and performance evaluations.- Handled inventory management and ordering supplies.- Ensured compliance with health and safety regulations.- Addressed customer complaints and resolved issues promptly.- Implemented strategies to increase sales and improve operational efficiency.

- Operated and maintained various military vehicles in support of operations and training.- Conducted vehicle inspections and ensured proper maintenance and repairs.- Transported personnel, equipment, and supplies to various locations.- Followed strict safety protocols and procedures during operations.- Obtained licensing to transport hazardous materials both national & internationally.- Assisted with logistics planning and coordination for missions.- Participated in training exercises and readiness drills.