Jeremie Torres Email & Phone Number

Baltimore, Maryland Area

• Adheres to the company's IT policy • Triage tickets and phone calls from colleagues and contractors • Set up and build new and existing user technology and workstation • Travels to regional offices for rotational Helpdesk support • Assists with setting up new office locations • Assists with IT assets moving from one location to another • Keeps inventory of devices: Laptops, docks, monitors, and more • Creates KBs to help the team and future teammates • Works very closely with the entire helpdesk team in-office or remote • Coordinates with all regional teammates for IT equipment to be recycled • Leverage teammates as resources • Travels to regional offices if/when it's needed • On-call duty rotation

Washington, District Of Columbia, United States

Ensure client communication upon receiving assigned tickets in a timely manner and getting details of any concerns and issues. Occasionally, when a client calls directly, creating a ticket manually is performed.Troubleshoot issues through remote sessions LabTech/ScreenConnect or on-site if needed.Record time against the ticketing system (ConnectWise) in real-time along with a detailed report of the issue and resolution.Create a how-to documentation to share with colleagues to resolve known issues.Honor clients'/users' preferences in regard to their machine setup, programs, or software that needs to be installed.Train users according to the updated technologies: Windows X, Microsoft Office Suite, Outlook, and VPN connection.Keep an up-to-date inventory for every client that mandates them as the machine comes and goes (Decommissioned or disposed of).Ensured machines are patched up with the latest updates.Manage the calendar to prepare for scheduled onsite visits throughout the week.Assisted and offered help to any situation within the services department, especially those needing the most attention.Assist with emergency tickets and volunteered for occasional weekend jobs that were meeting deadlines.Monitor servers and backup machines while on on-call rotation.

Education record

Education record