Phillip Hardin Email & Phone Number

Washington, DC, US

Denver, Colorado, United States

• Worked with Office of Emergency Management as EOC Desktop support for Denver's Migrant crisis supporting 12 fully staffed Temporary shelter sites at the height of crisis for 2023
• Installed, upgraded, troubleshooted, and maintained endpoint hardware and software
• Responded to calls, chats, service tickets, and dispatched requests for technical support
• Diagnosed and fixed endpoint network, software, and hardware issues
• Communicated with users on proper computer uses and policies while utilizing excellent customer service skills
• Provided ad-hoc training to users and groups on hardware and software systems

Remote

• Supervised an 13-member cross-functional L2 support engineering team with strategic direction acrossthe Americas Region lowering MTTR rates by 30%
• Delivered exceptional and timely incident management and end-user support to the business of10,000+ employees locally and remotely
• Collaborated with operation teams in the development of the Americas hub for the Global SupportCenter.
• Maximized assistance and mentorship to junior-level technicians with training and support escalation,lowering workflow times by 33% on average.
• Assisted with service optimization as an escalation point for business-critical requests and incidents,implementing the best route first protocol
• Documented deskside support procedures/improvements to share solutions and escalation routesacross technical teams

Atlanta, Georgia, United States

• Diagnosed and triaged technical issues in the user context, covering Windows 10, Mac OS, applications, and connectivity issues.
• Ensured that user experience and satisfaction is at the forefront of all activities, helping drive customer satisfaction to over 90% and ensuring SLA attainment is consistently above the minimum requirements.
• Developed technical documentation in the form of run books and knowledgebase articles, adopting the role of Subject Matter Expert for designated technologies, applications, and/or platforms.
• Maintained relationships with the business and internal stakeholders to keep up to date with changes to service and new requirements.

Toledo, Ohio

Maumee, Ohio

Analyzed projects to determine resource requirements and procured necessary equipment and software. Closely collaborated with project members to identify and quickly address problems.Led End User Services Build team in delivery of Windows 7 Replacement project, resulting in 500+ computers across all sections of the company replaced. Built and utilized.

Toledo, Ohio Area

Resolved incidents within a timely manner using the iSupport ticketing system. Supported various academic applications focused primarily around Clinical and Residential programs. Managed local hardware inventory levels and coordinated electronic disposal of outdated assets with Team members. Responded to Requests for technical assistance in person via.

Toledo, Ohio Area

Designed Selfie-Station Raspberry Pi Program for Student Raspberry Pi Projects. Used troubleshooting skills in order to dispense technical issues remotely via Onsite Coordinators. Drafted an alternative project for students using the existing physical architecture from their projects. Taught Python 2 and 3.2 using the preexisting Minecraft and Python.

Highland Hills

Cleveland/Akron, Ohio Area

Computer Science And Engineering Technology

Activities and Societies: National Society of Black Engineers

Information Technology: Networking Systems

Activities and Societies: Phi Theta Kappa Honors Society

Education record

Institute of Electrical and Electronics Engineers (IEEE) National Society of Professional Engineers Society for Human Resource Management