Mark Ayers Email & Phone Number

Oklahoma City, Oklahoma Area

Oklahoma City, Oklahoma Area

Oklahoma City, Oklahoma Area

Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone and e-mail within a 24x7x365 high-availability environment. Provides first line support services to both local and off-site customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Provide timely completion of requests and resolution of problems. Provide ticket status updates to management and customers. Follow documented operating procedures and customer services guidelines for Help Desk support. Responsible for user account management in Active Directory and within applications, including adds, changes, and deletions in accordance with defined policies and procedures. I have strong communication and customer service skills to successfully work with a wide variety of customers to identify, troubleshoot, and resolve problems. I also train non-technical users on computer systems and applications. I have first-hand knowledge of call tracking and ticket management applications such as BMC Remedy, HP Service Manager, and SalesForce.

Tempe, Az

Did technical Support for Dell's Pro Support queue. Primarily supported Optiplex Desktop's and Latitude Laptops. Troubleshoot, diagnose, and fix problems and issues that business personnel would call in about. Re-imaged Laptops and Desktops Remotely. Ship out parts, screens, motherboards, CPU's and memory.

Tempe, Az

Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone and e-mail within a 24x7x365 high-availability environment. Provided first line support services to both local and off-site customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Provided timely completion of requests and resolution of problems. Provided ticket status updates to management and agents. Followed documented operating procedures and service guidelines for Help Desk support.

Chandler, Az

Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone. Provided first line support services to off-site customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Provided timely completion of requests and resolution of problems. Also, ordering parts and repairing systems for various customers.

Tempe, Az

Took inventory of the shipped in systems, and took the fixed systems to the shipping department, also took systems that people returned for credit. Took broken system, troubleshot, diagnosed and repaired multiple computers everyday. Had to report to management the amount of fixed, returned, and shipped systems. Computer repairs 99.9% completed ontime and shipped to customers. Also helped the production team by building some of the more complex machines such as 8+ CPU, 40+ HDD servers and a few water-cooled systems for various customers.

Associate'S Degree, Avionics Maintenance Technology/Technician

Associate Of Science (As), Computer Science, 3.8