John T Chihan Jr Email & Phone Number

Troy, Michigan, United States

-Provide technical system and user support by responding to calls and email requests for technical support in a timely manner-Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification-Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients-Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications-Assess issues and escalate, if needed, to higher levels of client support-Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues-Configure client equipment both locally and remotely-Assist other department employees in troubleshooting difficult or time-sensitive problems-Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices

Bloomfield Hills

- Designed and implemented policy and procedures on troubleshooting methods for resolutions of issues- Drafted systematic instructions for use in a knowledge base to increase team effectiveness- Individually selected to mentor and train new/incoming agents- Act as a first responder for technological problems regarding workstation, mobile, and network devices- Analyzed reoccurring issues to reduce risk in our processes- De-escalate situations with heated customers by remaining calm, empathizing, and asking close-ended and detail-oriented questions to leave customers satisfied- Resolved customer issues with iOS, Android, and Windows software and hardware- Resolved issues with Windows 10 OS - Utilized Office 365 and Exchange Admin to license customer mailboxes and manage Email Distribution Lists, Email Groups, and shared mailboxes- Assisted customers with rollout of MFA throughout their organization

1260 Woodward Heights Ferndale, Mi 48220

Built a LMS to be used for training and tracking throughout the companyCreated documentation for internal use such as how-to, software guides, and SOWsPerformed managed services for Symantec DLPRefreshed company assets for Dark Data Assessments

Dearborn, Mi 48124 Campus 146

Resolved end user issues with company hardware/softwareTroubleshoot connectivity issues for separate admin and student networksAssist end users in changing passwordsUtilize Windows Server and Active Directory to support end usersMonitor network bandwidth. Monitor, Label, and Document network server racksCreate and implement a master image to keep lab computers updated.Interview, hire, and manage Federal Work Study techs Fix hardware/software failure of student laptops and campus desktops

2425 Fort St. Wyandotte, Mi 48192

I delivered pizzas and slice produce for creating the pizzas including: ham, peperoni, roast beef, corned beef, turkey, salami, onions, green pepper, lettuce, mushrooms, and cheeses. Also i trained any new delivery drivers we hired and took orders over the phones.

Bachelor Of Applied Science (B.A.Sc.), Internet Systems And Cybersecurity, 3.52 Gpa

Activities and Societies: National Technical Honor Society, Cyber-Security ClubHonors

Associate'S Degree, Network And System Administration/Administrator, 3.8 Gpa

Activities and Societies: N/AHighest Honors

Highschool Diploma, General Studies

Activities and Societies: Varsity swimming and Varsity 1 meter springboard divingSwimming and Diving