I handle between 15 and 20 calls per day utilizing Bomgar remote access software. The helpdesk maintains 90% first call resolution rate.

- Handle level I troubleshooting such as password resets and running windows and driver update - Document and escalate issues when necessary using Zendesk and ITCOE (Jira) ticketing systems.- Use GoToAssist to perform remote troubleshooting and set up unattended access when necessary for machine access/bug requests.- Research solutions to technical issues using company knowledge base (KB) and external resources. - Create new and update existing KB articles for internal IT use and end-user self-help.- Escalate issue to Level II support when necessary.- Assist franchisees and corporate associates with basic issues related to third-party and in-house applications/hardware.

• Researched contact information for existing companies using IBM platform• Explored ways to improve company social media presence

• Review and improve existing documentation.• Develop training materials both written and multimedia for college’s software platforms.• Set up ESXI for hosting virtual computers and deploy software to VDI environments.• Create Software Distribution Packages for deployment to desktops using Landesk.• Setup Servers and install server based applications and update programs when necessary.• Write up instruction for server use after setup when necessary.

Volunteer Tutor | Racine Literacy Council (RLC) | Racine, WI | 05/3027-01/2020• Taught basic math and English to students pursuing a GED• Developed practical lesson plans• Filed timely progress reports

• Handled incoming calls and routed them appropriately• Answered client questions about HALO policies• Performed data entry in shift log