It Support Specialist
CurrentHigh-Volume IT Support:• Provided comprehensive technical support to over 15 companies and 200+ users.• Utilized a ticketing system to efficiently manage a high volume of daily requests (open, resolve, close tickets).• Leveraged remote access tools (Screen Connect, Atera) for efficient troubleshooting and resolution.Technical Expertise:• Resolved an average of 10 tickets daily with a 95% customer satisfaction rating, demonstrating excellent troubleshooting skills and a focus on customer service. • Office 365 management.• Implemented robust backup solutions: Acronis and Veeam for onsite (QNAP) and CrashPlan for offsite backups.• Performed daily backup checks and monthly restore tests to ensure data integrity.• Streamlined onboarding by setting up new computers and performing hardware upgrades.• Provided on-site technical support to various clients, resolving hardware issues and implementing preventative maintenance practices.