Samuel Snell Email & Phone Number

Bellevue, WA, US

Eden Prairie, Minnesota, US

• Access provisioning and administration of a variety of applications within the company
• New application SSO integrations within Okta. Ensuring that applications created within Okta were in compliance with the new application procedures.
• Troubleshooting end user access and application issues
• Provided access to applications and assisted with any arising issues during new employee onboardings

Eden Prairie, Minnesota, US

• Providing high quality technical support for computers and media equipment to all groups within the organization
• Assist with onboarding of all employees to IT systems, lead IT onboarding sessions as primary presenter
• Imaged, supported, shipped, and managed inventory of all corporate laptops and accessories
• Monitored service desk for IT issues and addressed them in a timely fashion

• Technology lead and decision maker for volunteer organization
• Provisioning and day to day administrator for the following applications: Okta, Jira Service Desk, Slack, Office365, Zoom, LastPass and shelter specific software.
• Security system monitoring and first point of contact in the event of alarm trigger
• Provided top tier support to volunteer staff members as well as maintaining an environment that is security minded

Minneapolis, MN, US

Promoted to this role based on performance, skillset, and leadership qualities.

Minneapolis, MN, US

• Managing Help Desk tickets (password resets, email setup/administration, hardware issues, software support, phone & webinar/meeting issues, plus other general troubleshooting) using Jira ticketing system
• Following the On-Boarding and Off-Boarding process for employees
• Administering access requests to various systems (Google Suite, Slack, Active Directory, Okta, etc.)
• Purchasing, receiving, inventory, and asset management of Code42 hardware, including endpoint lifecycle management processing
• Completing delivery and setup of employee endpoints and workstations when hired and during system refreshes
• Primarily supporting the Apple Mac platform (90%) with some Microsoft Windows laptops (10%)

Minneapolis, MN, US

• Provide high quality customer service related to technical support activities
• Efficiently answer customers questions using Zendesk, Live Chat, and over the phone
• Facilitating customer communication, education, and retention
• Utilizing resources to determine customer technical issues and following them through to conclusion

US

• Overseeing technical projects in alignment with organizational goals
• Directing the effective delivery of networks, development, and disaster recovery systems and processes
• Supervising a team of volunteers, while working closely with the Board of Directors, external vendors and advisors
• Preparing financial budgets and presenting proposals for potential projects
• Researching and recommending new products
• Leading efforts to improve IT processes

• Provide high quality customer service related to technical support activities
• Provide support for over 50 business applications
• Complete password resets and unlock users accounts as needed
• Collaborate with internal company departments to resolve complex user problems
• Manage and send out notifications for company wide network outages
• Primary technical trainer for new service desk employees

St. Paul, MN, US

• Worked to troubleshoot hardware and software issues
• Deployed images to laptops and desktops using Dell KACE software
• Replaced hardware components in failing laptops and desktops
• Installed, updated, and repaired software manually and using Dell KACE software
• Followed up on open tickets every 48 hours until final resolution
• Created and managed user accounts in Active Directory

Welch, Minnesota, US

Raleigh, NC, US

• Troubleshot hardware, software, and network issues
• Responded to requests for technical assistance via phone and various electronic communication means.
• Tracked, routed, and escalated problems and requests to the appropriate departments; documented resolutions
• Stayed current with system and product information, changes, and updates
• Researched questions using available information resources
• Ensured all forms of documentation were up-to-date

• Prepared various food items for sampling according to state and federal health code regulations
• Explained product information and benefits to customer
• Met daily goal of 400% daily sales for item being demonstrated/sampled

Cupertino, California, US

• Advanced troubleshooting of ios devices including Apple iPod Touch, iPhone, and iPad
• Assisting customers requesting to speak with management.
• Properly filing compliments and complaints from customers regarding service they have received.
• Issuing compensation to customer based on my judgement of the situation and Apple Inc's procedures.
• Being the final contact over the phone for all technical and customer service related calls from customers.
• Was promoted into this position from Tier 1 technical support advisor.

Cupertino, California, US

• Provided first level technical support to customers for Apple iPhone and iPod Touch
• Submitted feedback to management related to issue resolution
• Escalated all issues requiring manager interaction to Tier 2
• Assisted with new hire training

• Primary person of contact for customers needing technical assistance with a large line of products.
• Compiling different bug reports from customer products and alerting the product developer of any trends as they occur.
• Training all sales and support staff to ensure that they had up to date product knowledge.
• Assisting employees and customers with more complex issues until final resolution.
• Planning weekly promotions and special events including booking of live performers.