It Technician Ii
Supported the training and development of 17 new employees over a year and a half whilst providing frontline hardware and software support to end users in person, on the phone, and over emailValidated mission-critical network equipment for a $2.1 million infrastructure upgrade over a 3 month long period.Closely worked with inventory management personnel to process and assign hardware to users.Developed several technical manuals and scripts to replace old knowledge base entries and improve tier 1 support resolution efficiencyAnalyzed 15+ daily incoming technical support requests escalated from tier 1 support and effected solutions for physical and virtual machines, hardware issues, and wired/wireless network issuesEscalated serious technical issues via KACE ticketing to tier III specialist staff after in-depth problem documentation and knowledge base consultationTraveled off-site to install wireless networking equipment in 10 key residential areas to provide strategic wireless network coverage of multiple SSIDsSet up over 20 workstations for use by non-departmental staff and faculty Ensured network policy compliance of personal and work devices for over 100 students, staff and faculty Assisted Audio-Visual deployment teams to provide critical support for short-notice conference and banquet style events.Utilized Micros POS systems to conduct transactions for department services and generated morning/nightly financial reports during opening and closing shifts
