Richard Spring Email & Phone Number

Dowagiac, Michigan, United States

-Evaluate documented resolutions and analyze trends for ways to prevent future problems.-Alert Supervisor to emerging trends in incidents.-Assist in developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.-Assist in developing policies and procedures that outline how problems are identified, documented, assigned, and corrected.-Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance service quality and prevent future problems.-Assist in software release and roll-outs according to best practices.-Conduct research on emerging products, services, protocols, and standards supporting service desk technology procurement and development efforts.-Liaise with vendors to procure new systems technologies; oversee the installation and resolve adaptation issues.-Assist in providing Level I & II Technicians when request volumes are high.-Act as an escalation point for advanced or complex help requests.-Build rapport with service desk customers.-Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken to final resolution.-Apply diagnostic utilities to aid in troubleshooting.-Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.-Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.-Test fixes to ensure problems have been adequately resolved.-Perform post-resolution follow-ups with Level I & II Technicians as required.-Develop help sheets and FAQ lists for end users.-Reinforce SLAs to manage end-user expectations.-Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Dowagiac, Michigan, United States

-Respond in-person, via telephone, or electronically to requests for technical assistance from users in a timely manner involving hardware, software, networking issues, and peripheral and telephone equipment. Includes assistance with printing, installation, word processing, electronic mail, and operating systems.-Utilize online resources to investigate issues and possible resolution; read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems.-Works on assignments that are moderately difficult, and which require judgement.-Ensure all helpdesk requests and subsequent actions are taken to the point of resolution.-Proactively identify open issues and communicate with users and department as needed to facilitate closure.-Notify affected employees and management when key systems are unavailable; maintain and seek efficiencies in the wide area network;-Participate as a subject matter expert for assigned projects.-Set up new telecommunications and computer equipment ensuring proper installation of operating systems, and hardware and appropriate software.-Performs preventive maintenance to ensure proper functioning of telecommunications systems, computer systems and peripherals.-Maintain records of daily problems and actions taken.-Refer major hardware/software problems or defective products to supervisor for resolution.-Assist with development of training materials and procedures and training users in the proper use of hardware and software.-On-call rotation for IT Helpdesk.

6717 S Sprinkle Rd, Portage, Mi 49002

-Maintaining network printers/shares.-Providing PC and Network technical support and repair.-Providing software and account technical support and repair.-Assisting in managing corporate hardware and software inventory.-Assisting in tracking software licenses and accurate media inventory.-Insuring that documentation is updated and provided for support functions.-Researching current and future technology.-Installing and maintaining Network cables.-Troubleshooting and configuring PC's, laptops and printers.-Responsible for backup system remote storage.-Active directory administration.-Windows client support.-Microsoft Office suite support.-Image new PC’s using MDT.-Working knowledge of windows based networking.-Smart phone support.

13100 E Michigan Ave, Galesburg, Mi 49053

-Image and configure PCs following Eaton standards and site specific requirements at Eaton Corp. in Galesburg, MI-Install required applications depending on what Eaton site the asset or user is tied to-Asset changes are recorded in Remedy ticketing and Asset Manager modules.-Shipping new/replacement PCs to users-Receive and check in returned assets and new equipment-Backup returned PCs to a backup server-Wipe hard drives of returned assets using DOS KillDisk

3800 E. Centre Ave Portage, Mi 49002

•Work with team to solve hardware/software issues across Stryker’s Kalamazoo campus.•Work with Tier 1 & Tier 3 team members to ensure resolution of tickets•Document troubleshooting steps and processes.•Provide recommendations to business about their technology needs•Experience supporting both On-Prem Exchange as well as Office 365•Experience supporting in house as well as remote users•Support Production systems such as JDE

4595 Broadmoor Ave. Grand Rapids, Mi 49512

•Provide level 1 technology support for DU students•Assist students with retrieving login credentials•Log all calls in online problem tracking and reporting system•Track recurring problems and recommend solutions

4595 Broadmoor Ave Se

4096 Plainfield Ave

Greater Grand Rapids, Michigan Area