Supported Cherwell Asset Management customers via ticketing system, phone and email. Identified, researched and reported software issues and possible bugs as well as customer escalations to Senior Support and Engineering Liaisons during weekly meetings. Familiarity with basic networking concepts, SNMP, asset management. Familiarity with and usage of Jira: Located existing bugs, updated existing bugs, occasionally created new bugs using appropriate Summary,steps to reproduce, expected results and actual results format. Extensively investigated customer issues and potential software or SNMP related network issues by examining Windows logs in Event Viewer, identifying problems, and researching causes or potential causes online, for example via proprietary software documentation, stackoverflow.com or help.microsoft.com.

Various contracts / temp roles including IT Helpdesk at the University of Washington's SDRG via UTemps, the University of Washington's temp agency. Placed corporate images on machines, reimaged PCs. Manually recorded location and quantity of IT assets, replaced asset tags when necessary. Wrote and created digital social media marketing copy, images, audio edits and videos for a national event company. Onboarded and off boarded employees in Active Directory (passwords, permissions, email lists / groups.)

Communicate highly technical information to both technical and nontechnical staff worldwide. Log, update, locate and close tickets. Prioritize issues and balance workloads. Communicate process to new personnel as appropriate. Bring customer problems to full resolution quickly with complete accuracy. Track and report problem patterns to manager or other appropriate IT staff. Install peripherals and software, install computer hardware. Technical writing. Document internal knowledge succinctly and effectively; wrote Knowledge Base articles. Deployed PCs and peripherals. Set up employee workstations. Troubleshoot all office devices including but not limited to PCs. printers, AV (Audio Video) meeting hardware and software for in-office and global meetings. Onboard and off board employees: Distribute, image, reimagined and collect laptops, Create and remove employee profiles and add/remove to/from email lists, add/remove permissions in Active Directory.Skills• Ability to quickly learn and understand technical information• Ability to succinctly communicate technical information to non technical individuals• Advanced troubleshooting skills• Familiarity with Windows 2K/XP/Vista/7• Understanding of fundamental networking concepts.• Familiarity with Microsoft Office applications.• Ability to work in a high-pressure environment.• Advanced customer service and deescalation skills.• Strong ability to communicate well within a corporate environment, including executive and VIP personnelhttps://infohub.delltechnologies.com/l/sizing-guide-dell-storage-with-s-1-video-management-software-svms-1/isilon-clustered-storage-system-35/

Supported enterprise-level customers during the installation and troubleshooting processes of scale-out network-attached storage (NAS.) Assisted with and as necessary escalated after-hours enterprise customer emergency technical support calls. Ensured that SLAs were met and maintained. Performed basic/Junior Sysadmin functions as needed.Responsibilities • Responded to technical questions via phone, email, chat and WebEx• Provided installation assistance (hardware, software, firmware) as needed • Submitted bug reports to the dev team and followed up when applicableSkills• Ability to quickly learn and understand technical information• Ability to succinctly communicate technical information• Advanced troubleshooting skillshttps://infohub.delltechnologies.com/l/sizing-guide-dell-storage-with-s-1-video-management-software-svms-1/isilon-clustered-storage-system-35/