Jon N. Email & Phone Number

United States

Dallas, Texas, United States

April 2023 to March 2024Utilize and proficient with ConnectWise (Help Desk Ticket Management System).Utilize and proficient with Remote Desktop and Screen Sharing software. (TeamViewer)Diagnose and resolve PC hardware incidents remotely, including PC Break/Fix and Peripheral Break/Fix.Diagnose and resolve PC software incidents remotely, including Operating Systems, Workgroup, Anti-Virus, Microsoft Office and Office 365, Internet Browsers, Client Practice Management Software and Email Systems.Assist users with Network and User access incidents, including User Logins, Password Resets, and Program Access.Take ownership of all Level 1-related issues by conducting problem analysis and diagnostics to promptly resolve the customer-related incident.Escalating incidents to Level 2 and Level 3 Support Technicians accurately, while providing detailed information on the incident in the Help Desk Ticket Management System. (ConnectWise)Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organization.Create, maintain, and publish relevant support documentation to assist all team members in quickly resolving incidents and service requests.Continue ongoing training to maintain and improve your skillset and abilities to support and maintain future hardware and software solutions, along with coaching and training other Support Technicians Level 1.Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibilities.

Grand Prairie, Texas

Dallas/Fort Worth Area

Certification, Information Technology

Skills for IT and computer tech How to repair and configure mobile devices How to set up and configure basic networks All about hardware.

Technical Degree, Radio And Television Broadcasting Technology/Technician

In Progress, Radio And Television Broadcasting