Magnus Strange Email & Phone Number

Austin, Texas Area

Troubleshoot client systems, infrastructure, etc. over the phone. Maintain relationships with clients. Provide upgrade advice. Track issues and maintain cost analysis for current tickets. Train new techs on technologies in use and ownership procedures. Take escalations and ensure client satisfaction.Selected Contributions:• Developed processes to increase efficiency of company.• Created and maintained database (keepass) of credentials for all of our clients to reduce call time for techs. To include FTP remote access to aforementioned database.• Standardized new user creation for the majority of our clients.• Brought documentation of many company and client procedures up to date from 2006 to present.• Manage the Datacenter Environment• Resolve technical escalations from the Tier 1 and Tier 2 technicians• Configure and manage Customer maintenance• Assist in the development and implementation of new technical processes• Conduct interviews, hire, and train new technical support/IT staff• Delegate technical responsibilities and monitor progress of projects• Conduct regular status meetings with leadership• Provide technical training to teams when required and serve as a technical mentor to team members

Austin, Texas Area

Handle technical troubleshooting within an enterprise environment consisting of 250+ end user systems, including system crashes, slow-downs and data recoveries. Engage and tracked Priority 1 issues, with responsibility for the timely documentation, resolution and closure of trouble tickets, maintain Active Directory and DFS, create and maintain all user accounts and profiles (roaming included), manage backups, create vendor relationships, theory test all technology and software before implementation.

Associate'S Degree, Information Technology

I worked in the IT department as a student work study.

Academic