Five years of professional technical support experience at the local and state government levels, 11 years of professional technical support experience in the private sector. Skills include the installation, maintenance, support, and troubleshooting of PCs/Macs, software, network printers, iPads/iPhones/iOS devices, and Android devices.I think logically with strong attention to detail, ability to multitask, ability to recognize patterns and troubleshoot issues quickly. I also set realistic expectations for problem resolution and completion dates for projects.As a mobile and desktop administrator, I've been able to save the company money after looking into our contract with our wireless carrier to understand our account, running reports to show discrepancies in fees for device services that were on the same plans, lower plan costs by changing plans that included features no longer necessary after using Apple devices, and utilizing our early termination fee (ETF) waivers to disable data plans on devices that were lost but still under contract and order new devices as spares at a discounted rate with no monthly fees.My previous responsibilities included managing the inventory of computer hardware and accessories, imaging of all end-user machines, and support staff from beginning to end.When people start their first day, I setup their account, e-mail, build their machine, and setup their workstation or ship their equipment to them. I also take calls, solve problems quickly, do in-depth troubleshooting for issues that may impact individuals or the business, and set realistic expectations when it comes to the length of time to resolve the more in-depth problems.In addition to support, I have also created technical documentation used by all employees when new systems, processes, hardware, or software are introduced that myself and my team members will support as well as training new internal and remote employees on laptop and software usage.
Listed skills include Active Directory, Windows 7, Help Desk Support, Technical Support, and 65 others.