Samuel J. Email & Phone Number

San Antonio, Texas Metropolitan Area

San Antonio, Texas Area

• Process of internal and external requests for support• Triage, support, and resolve tier 1 requests in multiple customer environments• Experience in use of remote management / screen connect software, LabTech• Experience / use of ticket management system, ConnectWise• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner• Process approximately over 100 requests daily• Created/ established workflow chart and SOP for ticket management• Manage work for multiple teams• Daily customer engagement via phone, email, and chat

United States

Configure/ support MS and Mac operating systems for end users. • Install, configure or troubleshoot applications on workstations and printers • Data migration • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Research, evaluate, and recommend new hardware and software to support end user computing needs. • Scanning/ cleaning for malware, viruses, and/or other malicious software in user computers. • Install and maintain anti-virus software with in house automated tools • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Provide Office 365 administrative support with user accounts and resetting passwords. • Provide customer service to multiple location by email, phone, and/or remotely.

6445 W Hausman Rd

• Installed and repaired television, internet, and voice over IP • Read and deciphered telecom graphs to isolate service issues • Provided customer education on services acquired such as digital television, high speed internet, or VoIP products. • Gained knowledge and familiarity in Fiber networks. • Created or configured inside home wiring infrastructure to work with associated LAN network(s) • Utilized knowledge in layer 2 networking to establish or troubleshoot computer peripherals in home or office setting.

3493 Fredericksburg Road

• Assisted Veterinarian in examining and treating patients to include surgical, radiological, and laboratory procedures • Interacted with customers on a daily basis to resolve conflicts or answer any questions regarding patient care • Supervised 6 employees • Performed administrative duties including cash handling, record-keeping, data-entry, and scheduling appointments • Maintained and managed inventory working with outside vendors • Increased customer base with my knowledge of sales tactics • Conducted and coordinated training of staff • Developed and implemented standard operating procedures to increase efficiency and productivity • Maintained basic computer health to include troubleshooting LAN networks and resolving internal customer software conflicts • Developed marketing and advertisement strategies• Helped maintain local server

• Supervised two soldiers under my command • Promoted and assisted in organizing Pet Fairs in the military community • Increased customer base with my knowledge of sales tactics • Cross-trained and performed duties in U.S. Government standard of food inspection • Maintained and managed inventory • Provided personal assistance, medical attention, emotional support, and personal care to others such as coworkers, customer, or patients • Performed administrative duties including cash handling, record-keeping, data-entry, and scheduling appointments • Gained knowledge in providing technical support such as troubleshooting LAN networks and troubleshooting Microsoft OS software (Windows 7) • Maintained great internal customer service within military community, such as dog handlers and soldiers caring for pets • Assisted Veterinarian(s) in examining and treating patients to include surgical and laboratory procedures • Interacted with customers on a daily basis to resolve conflicts or answer any questions regarding patient care