Switched from Technical Support to Consulting in Customer Education/ Budtender Training in i502. I have been doing work for Artizen, FireBros, Anonymous Buffalo, The Craft Co-Op, Bodhi and more.Current title: Director of Customer Success

Provided onsite and remote assistance over the phone, chat, or remote sessions.Supported end-user operating systems and miscellaneous software applications.Managed end-user computing platforms, mobile devices, printing, and miscellaneous hardware.Research and troubleshoot end-user issues and provide documented solutions to those issuesServed as the primary technical contact and handled escalations from Help Desk tickets and technicians.Consulted with higher-level technical support to determine resolution, or transfer unresolved issues to the next tier.

IT Support Extraordinaire

Supported networked devices and standalone peripherals in the hospital and local clinics. Responsible for ensuring that production systems operated accurately, reliably and efficiently. Managed active user relationships, evaluated and implemented user requests via email, ticketing and deskside support. Followed up with users and management to confirm that work had been performed as expected. Assisted other team members with research and problem solving. Provided consultation to other support team members, IT Services project teams and the general Medical Center user community. Confidently handled large and small scale project implementations as assigned. Participated in 24x7 on-call support rotation.

Remote & Onsite Day-to-day support for multiple clients in the greater Seattle area. Responsibilities include analyzing and troubleshooting network communication failures and bottlenecks. Provide high-level support and resolution in a cooperative manner. Be a liaison and coordinate with outside vendors for fault resolution. Provide routine and preventative maintenance including software configuration and upgrades as well as responding to alerts and providing project support. Maintain exceptional professionalism at all times while servicing our customers. Upgrade network hardware and software components as required. Collaborate with Lead Engineer to plan, organize, install and maintain our customers’ networks. Be on call 24/7 to provide support after hours and weekends emergencies as assigned by management. Maintain an ability to work flexible hours to meet deadlines while minimizing the impact on our customers. Keep timely and detailed ticket records with time stamps for daily tasks and enter tasks into ticketing system for billing. Submit detailed travel records for reimbursement to include timestamps and client name weekly.

Work entirely from home supporting the end-users of our cloud-based Exchange and email services. Provide phone and internet-based support to customers of our Hosted Exchange email services.  Troubleshoot mail-flow issues within the email client and/or on Exchange Server. Resolve technical issues via incoming phone calls from (mostly) non-technical end users. Respond to incoming e-mail support requests. Utilize Live Chat with powerful desktop sharing tools. Recognize trends and report them to senior level engineers. Find and document any new support issues or product bugs. Work with other team members to resolve active issues.

Tasks included: Devised and maintained office systems, including data management and filing. Designed marketing flyers and handled all website redesigns and daily social media marketing/promotions. Arranging travel and occasionally travelling with the owner to take notes or dictation at meetings or to provide general assistance during presentations/events. Screened phone calls, enquiries and requests, and handling them when appropriate. Met, greeted, and directed visitors at all levels of seniority. Organized and maintained diaries and making appointments. Dealt with incoming email, faxes and post, often corresponding on behalf of the owner. Carried out street/event on Social Media marketing. Produced documents, briefing papers, reports and presentations. Organized and attending meetings and ensuring the Owner was well prepared for meetings/events. Liaised with clients, suppliers and other event attendees. Carried out specific projects and research. Responsibility for accounts and all deposits. Being involved in decision-making processes.

Primary Support for all back office I.T. daily needs. Administration of all Servers and new VM build requests, Service Desk MSP Implementation/Configurations/Management, AV, Maintenance of Backups Systems/Schedules, Monitor multiple clients account requests, services, devices/systems. Create/approve KB documentation for all processes. Administer/Overhaul/ReOrg of Active Directory. Managed Fileservers, Co-Lo, Disaster Recovery process and maintenance. Project/Client assistance as assigned

Provide routine day-to-day technical support to employees for internal desktop/Toughbook/laptops, Android and iPhone Smart Phones, software and hardware. Duties include: Help Desk support, Assigned Project work, provide technical support to SnoPUD community as needed to resolve trouble tickets & requests. Build/Support SharePoint Site and Knowledge Base using written documentation of processes and procedures. Manage VPN and Wireless Accounts. Monitor system performance and proposes alternatives to enhance system reliability, security, and efficiency. Develop automated solutions/scripts to replace manual processes to increase workflow productivity, and other ad hoc projects as needed. Support imaging/cloning/software implementation through Altiris Deployment Console. Demonstrate dependable customer service skills that inspire trust and confidence in technical abilities and IT Dept as a whole. Assist with cost benefit analysis of proposals for the District’s infrastructure platforms. Purchasing selection/ordering/inventory tracking, and creating MRs daily Function as a productive, reliable member of ITS Operations team. Work independently with minimum supervision, while maintaining high degree of quality and quantity work output. Support a multitude of other hardware, software, and District IT infrastructure related needs.

Advise VMC staff on appropriate actions with support inquiries following standard service desk procedures; and redirect problems to appropriate resources/analysts. Log/document all service desk interactions. Identify and escalate situations requiring urgent attention. Track and route problems and requests/document resolutions. Prepare shift activity reports. Team Lead of build/design and implement a new in-house help desk. Stay current with system information, change control and all outages/updates. Respond to requests for technical assistance in person, via phone, and electronically. Diagnose and resolve technical hardware and software issues within hospital and clinics as well as VPN. Research questions using available information resources as well as create Knowledge base articles as needed within SharePoint and internal ticket tracking software.