Thaddeus C. Email & Phone Number

Johns Creek, Georgia

● Deliver technical support to 1000+ users on Windows 10 by installing and maintaining Windows desktop software, service packs, patches, and anti-virus updates to maximize functionality, improving user experience.● Oversee the documentation of user requests and incidents documentation using the ServiceNow ticketing system, reducing downtimes, and associated operational costs.● Performed diagnostics and configured laptops and desktops for 1000+ users maximizing optimal functionality● Collaborate with a technical team to conduct on-site systems implementation quarterly to ensure the network infrastructure ran smoothly and efficiently, increasing performance.● Conduct hardware maintenance by managing 50 printers across the campus, boosting operational productivity. ● Pioneer capacity development for seven employees on systems orientation, vendor education management, and troubleshooting guides ● Serve as a subject matter expert in systems management and troubleshooting to leverage unique expertise in identifying potential challenges in complicated areas and creating unique solutions.● Spearheaded training sessions for 7 employees and utilized PowerPoint presentations to deliver salient points and content, increasing audience engagement and interaction.

Greater Chicago Area

● Surpassed call handling metrics by 25% by closing an average of 60 calls weekly with a 90% first-call resolution ratio and an average talk time of 10 minutes.● Conducted hardware, software, and connectivity diagnostics to identify deficiencies and implement corrective turnaround solutions meeting SLA.● Delivered technical customer support to resolve technical inefficiencies within systems by troubleshooting steps and to reboot hardware, increasing functionality.● Documented user incidents using the ConnectWise ticketing system to oversee service tickets and resolve client issues efficiently and effectively.● Collaborated with the project management department to organize meetings with the team 1x weekly to facilitate team collaboration and stimulate productivity, improving project transparency

Greater Chicago Area

● Managed 15 tickets daily to support C-level executives within the Help Desk Database, maximizing satisfaction.● Identified issues and implemented appropriate solutions to deliver quick and effective remediation.● Trained 3 New Employees on different technologies and systems within the organization on system navigation using instruction manuals, maximizing user experience.

Tucker, Ga

● Served as the first contact point and offered technical support for website domain names and associated email boxes.● Monitored public email to route messages to the appropriate personnel departments to maintain privacy and information integrity from malicious.● Aid customers with annual domain renewals and transfer custom domains between registration providers, preventing loss of viable data.● Analysed domains using WHO IS searches to filter unnecessary information and deliver quality and relevant information.● Mentor and train two new employees on system configuring and maintaining existing networks and making upgrades to improve system performance.● Subject Matter Expert executing Standard Operating Procedures to drive consistency in customer service, enhancing customer retention.

Atlanta, Ga

Providing world class client support to our numerous software solutions, including; POP3/IMAP Email Hosting, DNS, TCP/IP & SMTP Troubleshooting, and Microsoft Exchange.Provide technical support for mobile applications. Act as a client liaison handling phone and email support requests where you become an advocate for the resolution of client issues. Log and track calls using Salesforce, while maintaining detailed notes of the customer’s request. Answer, evaluate, and prioritize incoming telephone, voice mail and e-mail requests for assistance from clients experiencing problems with software, networking, and other related technologies of the problem.

Work From Home

● Manage an average of 30 emails and 25-30 phone cases daily with a 90% resolution rate boosting customer satisfaction.● Delivered world-class client support to numerous software solutions, including POP3/IMAP Email Hosting, DNS, Microsoft Exchange, and Active Directory Hosting.● Evaluated and prioritized incoming telephone, voice mail, and e-mail requests for assistance from clients experiencing problems with software and networking inquiries and delivered turnaround solutions maximizing user experience.

Conyers,Ga

• Maintaining the merchandise for the store.• Keeping a clean and neat work area.• Assisting customers with all of their needs.• Keeping an inventory of all products. • Keeping the store freshly stocked with products.• Earning Homer Badges for excellent performance.

Graduate Certificate In Information Systems, Information Technology

Bachelor Of Science (Bs), Communication