Mark Ingwersen Email & Phone Number

Handling customer requests via Remedy ticketing systemManaging and troubleshooting network printersRe-imaging and updating government laptops with Windows 11Ensuring proper functionality post-imaging

Re-imaging and updating desktops and laptops with Windows 10Replacing faulty hard drivesManaging computer accounts in Active DirectoryLeading the imaging processCreating Standard Operating Procedure guidesManaging hardware warrantiesDeploying re-imaged laptopsAssisting customers with setupsMaintaining and reporting spreadsheetsAdjusting BIOS settingsFixing software issues

Repairing hardwareRe-imaging desktops and laptopsManaging computer accounts in Active DirectoryLeading the imaging processCreating Standard Operating Procedures GuidesManaging hardware warrantiesDeploying laptopsAssisting customers with setupsMaintaining and reporting spreadsheetsAdjusting BIOS settingsUsing remote meeting toolsManaging email accountsHandling service ticketsBacking up user dataSetting up Virtual Private Network accessMapping network printersFixing software issues in coordination with the Data Center

Hardware repairDevice re-imagingComputer account managementImigning process leadershipLaptop deploymentCustomer assistanceRecord maintenanceRemote meeting facilitationEmail account managementService ticket handlingData backupNetwork printer mapping

Repair hardware on computers, including motherboard replacementsRe-image older desktops for hardware testingRe-image HP Desktops, Dell desktops, and Dell All In One computersWipe hard drives in the BIOS on Dell desktops and laptopsCreate computer accounts in Active DirectoryLead others in the imaging process, providing training, develop Standard Operating Procedures documentationsManage computer accounts, including re-creating and moving them as neededEnable or disable computer accounts based on usageMaintain records through spreadsheets and communication with remote Data CenterAssist with laptop deployment, including Virtual Private Network (VPN) access setupCommunicate with customers and handle missed appointmentsInstruct users on data backupMap users to network printersEscalate technical issues to upper tier/ management when necessary