Provide daily network status reports to the operations team.Create monthly metrics and reporting of service desk tickets.Provide direction on IT support issues, and keep appropriate staff informed of issues or concerns.Receive, manage and help to resolve online, chat, and phone-initiated technical issues and inquiries.Escalate issues to appropriate teams as necessary.Troubleshoot independently and resolve certain levels of IT support issues.Develop standard operating processes and procedures to promote consistency.Receive, prioritize, document, and actively resolve end-user help requests and Incidents.Analyze IT incident reports and service requests to identify trends.

Geeks On Site, IT Technician

Owner of JavanEntertainment LLC

Manage and Install network equipment such as Cisco, SonicWall, and Calyptix, network switches, access points among many other hard and software.• Hardware and Software troubleshooting and replacement on both custom and OEM hardware builds• Provide excellent desktop support both in person and remotely for both client and server hardware.• Install and maintain 3CX phone system and manage user’s extension, call groups and Ring groups.• Ensure printers, workstations, and desktop software are maintained and upgraded with the latest patches whileperforming system troubleshooting.• Offer support of special purpose imaged PCs, connect PCs to special manufacturing equipment, working withexternal vendors to get additional support.• Use critical thinking skills to analyze each situation and problem-solving abilities to implement a solution.• Ability to multitask in a fast pace environment and work as a team.• Implement new ideas to help TechExperts stand out as providing reliable and fast service• Provide excellent customer service skills to build a solid rapport with the customers