David Kittle Email & Phone Number

Eau Claire, Wisconsin Area

• Work on high and urgent cases to ensure that appropriate troubleshooting steps are being followed.
• Provide assistance to Support Engineers for complicated or time-sensitive cases.
• Able to successfully and efficiently debug and improve problems and workflows in areas of expertise.
• Work with customers to help them succeed with Apple and Jamf solutions in their environment.
• Solve escalated cases related to OS X and macOS issues, workflows, and deployments.
• Document product issues found in cases and communicate them to the product team.

Eau Claire, Wisconsin Area

• Directly managed a team of Support Engineers.
• Scheduled regular 1 to 1 meetings with team members to discuss issues and performance.
• Conducted performance reviews and provided feedback.
• Managed team growth and support case coverage.
• Acted as a third-tier support case escalation point for the support department.
• Provided escalated support for in-depth cases regarding the JSS, OS x, iOS, and Apple technologies.

Eau Claire, Wisconsin Area

• Utilized available resources to independently resolve support issues
• Worked directly with customers to troubleshoot, recreate, and/or resolve support issues.
• Acted as an escalation point for technical questions from Account Managers.
• Created and maintained internal and external documentation related to technical topic specialty. Conducted technical training on core products and supporting technologies for internal and external users

Eau Claire, Wisconsin Area

• Provided technical advice and support to end users and customers.
• Performed network administration duties including permissions assignment, password management, security, access control, and troubleshooting.
• Provided support for remote access users including VPN, email, network access, printers, networks, PC/server applications, databases, telephones, email, and messaging.
• Monitored server operations, backups and memory usage.
• Supported, monitored, tested, and troubleshot hardware and software issues.
• Installed and configured workstations based on customer requirements.

712 Broadway St S Menomonie, WI 54751

Provided support for a classroom instructor by grading homework, activating tests, computing and recording results. Researched and prepared lesson materials; typed, filed, and organized material. Supervised students in a classroom.

• Supervised and coordinated projects and managed a team of 20 - 25 sales agents.
• Managed team performance, attendance, quality assurance, customer satisfaction, setting and achieving goals, incentives development, report creation, and employee feedback.

• Reviewed trouble call orders and product orders to ensure accuracy.
• Provided back-end support to customers and clients. Trained and coached telephone representatives.
• Developed additional training materials to assist customer service agents with troubleshooting.

• Monitored and coached employees while providing feedback to account managers and upper management.

Ipaysetters

• Maintained computers, telephone systems, racks, switches, routers, and network cabling.
• Installed, tested and configured client software.
• Troubleshot network connectivity, performed computer systems and networking equipment upgrades.
• Developed support documentation and network diagrams.

B.S. Degree In Informationtechnology Management, Information Technology

Associate'S Degree, Computer Software Engineering

Associates, Applied Computer Technology