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

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.

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.

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