I support multiple business areas in a non-classified capacity. This includes many different type of support such as software installs/help requests, networking, hardware diagnostics, walking customers through procedure, as well as general deskside support. A ticketing system and Slack are both utilized along with Skype for Business and Zoom.

I worked with customer computers after they were checked in for repair. This wass done by running a full diagnostic along with removing malware and viruses, using provided tools. I also installed hardware and operating systems as needed or requested. One of my many responsibilities was to work with the Nova ticket system to track work completed, customer phone calls and make appointments for pickup or drop off. In addition, I contacted customers to get more information, or let them know their PC was complete. Also, I worked with customers to check in their PC or make appointments when necessary.

I worked with customers to get them the right solution for their needs. Also answered the phone to help customers choose the right product, to be picked up upon their arrival. In addition I stocked shelves, making sure the store was clean. I also unloaded deliveries of products. I operated the cash register and explained extended warranties to customers. I also processed returns and exchanges.

I worked with the Mohawk Regional Information Center QueCenter software to resolve client trouble tickets. Additionally, I provided end-user support of Windows and Mac computers, projectors, printers, Microsoft Office. Along with ensuring anti-virus software, Windows, Java, Flash, Firefox, Chrome, and Acrobat Reader are up to date. Together with this, I also troubleshot computers with software and hardware issues. I set up a master PC to image computers that are being deployed, using Clonezilla. In conjunction with these other tasks, I also made hardware repairs to computers that needed them before imaging and re-deployment. Additionally, I worked extensively with iOS devices and several versions of iOS. Updating many iOS devices at a time using the Apple Configurator application.

One of the things I was responsible for was diagnosing and repairing hardware and software issues. I also made necessary hardware replacements, remove viruses and malware. Installing Operating Systems and new software was another duty I was trusted with. Along with refurbishing older computers systems for resale. Answering the phone and waiting on customers as they came in was another part of my job. I would also transfer or backup data for customers to new computers or backup devices. I also was entrusted to call customers with estimates and any questions about their issue. Additionally, I would perform performance tune-ups on PC’s and install new hardware. Also I worked with all iOS devices and multiple versions of iOS itself.

I was the Lead Desktop Support Technician at Cooperstown Dreams Park, under contract through Peerless Technology Solutions. I worked with employees to resolve desktop OS issues, worked alone to diagnose many varied hardware issues for PC’s was one of my many responsibilities. I also Installed network switches and servers, setup and deployed WiFi equipment. I also setup and deployed many new PC’s, setup and deployed VOIP equipment, worked with VLANs, worked with active directory and DHCP. I was responsible for setting up and documenting the wireless system for all 22 scoreboards present on the baseball fields at the Cooperstown Dreams Park. This includes the subnet configuration and IP scheme, passwords, security and physical layout.

One of my responsibilities was working directly with customers to diagnose their software issues. Also, removing viruses, installing software, and troubleshooting windows issues were some of my primary work responsibilities. Answering customer questions about software, providing recommended anti-virus software, and installing software on new systems prior to customer pick-up was another set of things I excelled at. Service approximately 20 to 25 computers weekly.

I handled customer questions in person and via telephone. Additionally, contacted customers to arrange pick up of new computers. Also discussed warranty coverage with customers, accepted computers for service and completed paperwork and inputted into the service order tracking system correctly. I also arranged for computers to be sent to the service center, prepared them for shipment and input the service order into the tracking system. I provided excellent customer service to 30 to 35 customers a week. Promoted to Counter Intelligence Agent.

I solved software and hardware problems. Additionally, set up wired and wireless networks. Also, I built custom computer systems, and trained customers on how to use their new PC hardware and software.