Reilly G. Email & Phone Number

Durham, New Hampshire, United States

As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. Provides in-person and remote technical support and assistance as part of a team serving the UNH (University of New Hampshire) Durham community utilizing IT Service Management and ITIL principals.Works both independently and collaboratively to provide critical end-user support functions including deployment, monitoring and maintenance of Windows and Mac hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement. This includes providing escalation support for colleagues’ most complex issues. Applies advanced knowledge of industry standards, best practices and USNH (University System of New Hampshire) policies to provide a wide range of support for both hardware and software.Provides next-level customer service support for the daily IT support operations on the Durham campus and remote business units located throughout New Hampshire.

South Berwick, Maine, United States

Supported faculty and students with technology needs.Offered immediate support for Classroom Audio/Visual equipment, Multi-function copiers, Windows PCs, Macs, Chromebooks, and Google Workspace educational software.Maintained and ensured the functionality of the fleet of Chromebooks/Macs/PCs, keeping them clean and inventory up to date.Tracked problems and documented work using the FreshDesk ticketing system.Assessed and shipped out warranty repairs for non-functional devices.Answered Technology Support calls during office hours, and visited classrooms/offices as required.Kept abreast of advancements in hardware, software, peripheral devices, and educational technology trends.Participated in district and department-wide projects such as Access Point installations/upgrades and building transitions to VOIP services.

Dover, New Hampshire, United States

Provided support for caller network and email connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.Interacted with callers/customers and co-workers to diagnose and resolve problems in an efficient and professional manner.Acted as the single point of contact for resolution of technology-related issues, ensuring customer satisfaction.Documented customer requests in the Remedy call and ticket tracking system, keeping accurate records of all technical support interactions.Troubleshot, analyzed, resolved, tracked, escalated, and accurately documented various technical problems, ensuring timely and effective resolution of technical issues.Provided technical support for the feature, functionality, and usage of enterprise-specific applications.Troubleshot basic software and hardware problems, providing L1 technical support, ensuring customers received the assistance they needed to resolve technical issues.Adhered to ITHD departmental and company policies and procedures, maintaining compliance and professional standards.Made sound business decisions, following documented procedures and working under direction to provide effective technical support.

Newington, New Hampshire, United States

Assumed multiple specialty sales roles within the company and across various retail locations, gaining a diverse range of sales experience.Engaged in daily customer interactions and sales activities that were highly varied, from quoting large smart home automation packages with installation services to performing complex cellular sales, demonstrating versatility and expertise in sales.

Rochester, New Hampshire, United States

Provided exceptional customer service and assisted clients with their computer, hardware, and software-related questions, ensuring a positive customer experience.Responded promptly to client calls and emails, addressing any issues they may have been experiencing in a timely and professional manner.Travelled to client locations to troubleshoot and resolve software, hardware, and network issues, providing on-site technical support.Answered client help desk phone calls, working independently with clients to address and troubleshoot issues within my scope of experience, escalating complex issues as needed.Trained alongside senior technicians through hands-on client work, gaining valuable on-the-job experience.Assisted technicians with long-term projects, contributing to the successful completion of technical initiatives.

Newington, New Hampshire, United States

Provided customer service, assisting clients with their car install-related questions and ensuring a positive customer experience.Provided clients with accurate quotes for the cost of parts and labor their installation may incur, ensuring transparent and fair pricing.Maintained the cleanliness of the entire shop, and organized and inventoried the existing parts stock, promoting a professional and organized work environment.Answered client phone calls and scheduled appointments for their installations, managing the scheduling and appointment process efficiently.Trained and studied for the MECP Basic Installers Certification, and apprenticed/shadowed the resident Master MECP certified installer, developing technical skills and expertise.Processed customer purchases ranging from large to small, handling all aspects of customer transactions.Assisted customers in selecting the correct products to install, taking into consideration their needs and requests, ensuring customer satisfaction with their final installation.