Justin Struthers Email & Phone Number

Porterville, Ca, Us

Deployed and Configured IT Infrastructure:Remotely deployed and configured mobile devices, printers, PC/laptop hardware, and standard productivity software for internal IT users.Provided 2nd/3rd level support, ensuring seamless operations and user satisfaction.Effective Communication and User Support:Communicated with end-users via phone and email:Gathered information to address their needs promptly.Provided timely updates on completed work.Resolved various technical issues, maintaining high-quality support.Mentoring and Process Improvement:Mentored junior analysts, streamlining departmental processes.Supported a cohesive team environment and knowledge sharing.Emergency Response and SLA Adherence:Prioritized and escalated technical emergencies, meeting strict Service Level Agreement (SLA) guidelines.Ensured minimal downtime for end-users.Technical Troubleshooting and Resolution:Diagnosed and resolved desktop, some server, ERP application, and network-related issues.Conducted antivirus and vulnerability remediation.Infrastructure Management and Documentation:Created Active Directory (AD) user security accounts, Exchange email accounts, and ERP application accounts.Provided “smart hands” and eyes support for off-site infrastructure.Maintained technical documentation and kept abreast of the latest technologies.

San Francisco, California, Us

Proficiently operated ServiceNow platform, ensuring accurate ticket loggingand efficient escalations for prompt issue resolution.Demonstrated exceptional performance on call metrics and handle times,surpassing expectations within the initial 30 days on the service desk.Actively contributed to knowledge base enhancement by identifying relevantarticles and providing valuable insights based on hands-on experience and resolvingdiscrepancies in documentation.Successfully established strong rapport with store managers during calls,facilitating remote troubleshooting and swift issue resolution.Exceptional communication skills, adept at delivering technical information ina clear, nontechnical manner, ensuring a seamless user experience.Exhibited remarkable composure under pressure, effectively managingstress, adapting to change, and thriving in uncertain situations

Santa Fe Springs, California, Us

Utilized partial data from a dead server to rebuild asset management in JiraAssets and reconciled with MDM and LanSweeper.Created documentation for our knowledgebase, aiding other technicians.Managed users in AD, Office 365 Admin, and Exchange.Spearheaded system upgrades, updating all devices to Windows 10.Provided tier 1 Help Desk support to internal employees and externalcustomers.Offered remote troubleshooting for hardware, app, and OS issues.Collaborated closely with IT teams and external departments on projects.Trained staff and stakeholders on technical matters as required.Reimaged and used PowerShell for device autopilot with Intune.Reset and configured mobile devices with Hexnode MDM.Created REST and SOAP APIs and tested API credentials for customers inSalesforce

Mayfield Village, Oh, Us

Achieved A-range call time metrics and selected for additional training.Demonstrated empathy and effective communication to deescalate high-stress situations with customers.Proficient in vSphere management for VMware machines.Resolves routine hardware and software incidents.Escalates complex incidents to appropriate technical resources.Regularly performs remote troubleshooting on users' devices.Manages user workgroups and permissions using Azure AD.Monitors and modifies endpoint configuration in Intune.Experienced in VPN troubleshooting.Proficient in Microsoft Office 365.

Porterville, Us

Assisted with Help Desk tasks and hardware installations.Conducted OS wipes and installs.Performed maintenance tasks.Managed malware and anti-virus software