Sterling Willie Email & Phone Number

United States

Respond to new IT Support incidents and requests, prioritize, and document issues and resolutionsRespond to tickets and complete detailed responses in ticketing systemRespond to end user issues in a timely manner per SLA requirementsPerform Desktop/Hardware installs and movesHardware replacements, and basic software configuration such as OS installations and driver configurationsKnowledgeable of MS Office products and O365 applications, and other software applicationsKnowledgeable of Microsoft Edge, Chrome and FirefoxInstallation and configuration of printersRemoving threats (virus, malware, etc.)Tracking assets, and documenting software purchasesBasic network configurations in Windows (DHCP configuration versus static IP addresses)Work with the Operations Manager, Technical Project Manager and Team Lead in handling other miscellaneous IT projectsOrganize and prioritize workload

Greater Chicago Area

• Keep Supervisor informed of issues that are solved/not solved to stay on the same page with team• Keep customers that either call or come up to the front desk consistently happy/calm as resolving the issue that is present at the moment which insures customer satisfaction at 90%+• Work with team members on multiple tickets, earning at least 10 tickets per day Monday- Friday• Manage PC in classrooms by making sure they are updated with latest software, cleaned from dust piling, and can do basic powering on and off• Keep customers informed of progress on problems that cannot be resolved at initial point of contact• Maintain records of customers’ orders when arrived and help out to deliver/ setup for users tech• Conduct quality round checks for 28 rooms daily • Record daily task of room checks into Rush U portal site (Checklist) daily• Assist with room setup with our AV department at least twice a day

Greater Chicago Area

• Assist in setting up 6 rack servers and 6 projectors over the course of 3 months, • Support 20-50 internal users daily by addressing Foot Print tickets and fix user issues within 1-2 days according to our Service Level Agreement• Conduct quality assurance on tech in lecture hall podiums for an average of 12-15 rooms daily with an 85% completion rate so that rooms are ready for use by faculty, staff, and students• Assist in setting up 3 rooms bi-weekly with Panapto recording capability and professors in setting up computer/laptop for lectures• Work multiple locations for our AV team (Evanston and downtown Chicago)• Record daily task of room checks into Room Ready (Checklist) daily

Greater Chicago Area

• Maintain cleanliness of assigned areas and perform maintenance duties including sweeping, dust mopping, mopping, and replacing all dispensers/filters for five hours a day Tuesday thru Saturday• Understand safety concerns regarding chemicals used in cleaning techniques, and monitor the safety of the building to provide a safe and healthy environment for all guests • Manage front desk check-ins approximately 30 people daily, and a customer service satisfaction of 90% while keeping track of all guest data• Manage phone line to give approximately 20 customers daily another way to reach the park if they cannot make it in personally

Greater Chicago Area

• Managed front desk check-ins on an average of 50 people nightly, as well as sold store products such as fountain drinks, protein smoothies/shakes, protein bars, etc. while receiving a customer satisfaction rating of 85%• Maintained a clean environment which involves sweeping, mopping, buffing, vacuuming and inspecting all machinery plus the rest of the building making sure it is up to date • Updated maintenance, inventory, and customer records/reports weekly

Bachelor Of Science - Bs, Information Technology

Education record

Computer Science

Computer Science