Joseph Spatafore Email & Phone Number

Bloomfield Hills, Mi, Us

Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systemsIdentified and solved technical issues using a variety of diagnostic tools including, Active Directory, Google Admin/GSuite, Remote DesktopSet up PC and Apple desktops and laptops and all types of mobile devicesManaged high levels of call flow and responded to technical support needs of customersRemained up-to-date on the latest technologies and solutions applicable to company products in order to provide the bestsupport to end-usersPerformed tests of functionality, security and performance of different workstations and devicesActed as the main point of contact for over 2500 active users. And handled over 1200+ call tickets annuallyMonitored problem management database and followed up with assigned personnel to ensure timely resolution of problems.Engaged end users and answered questions via email, phone, website live chat, and in forumsMaintained high tech support standards for quality and productivity metrics.Broke down and evaluated user problems using personal expertise and probing questionsAssessed system hardware and software and suggested modifications to reduce lag time and improve overall speedRemoved malware, ransomware, and other threats from laptops and desktop systemsCreated support documentation that empowered and enabled the user community to extend skills, leverage system features.Explained technical information in clear terms to non-technical individuals to promote better understanding.