Thomas Durst Email and Phone Number

• Respond to and resolve user inquiries and technical issues• Provide step-by-step instructions and guidance to users.• Address and resolve hardware, software, and network problems.• Install, configure, and maintain Windows and MacOS operating systems on desktops and laptops.• Ensure that operating system updates and patches are applied in a timely manner.• Install, update, and troubleshoot departmental and company software applications.• Administer Office 365, Adobe, Zoom, and Slack accounts• Create, modify, and manage user accounts and security groups in Active Directory.• Reset passwords and troubleshoot account access issues.• Install, configure, and troubleshoot desktops, laptops, and peripherals.• Troubleshoot and resolve network connectivity issues on end-user machines.• Configure and manage network settings, including TCP/IP, DNS, and DHCP.• Provide remote assistance to users using tools like Remote Desktop Protocol (RDP) or remote support software.• Configure and troubleshoot VPN connections for remote users.• Maintain documentation for configurations, procedures, and troubleshooting steps.• Document solutions to common issues for knowledge base reference.• Maintain an accurate inventory of all equipment.• Provide initial training to new hires.• Communicate IT policies and updates to users.• Participate in team meetings for discussing new projects or improvement initiatives within the IT department.• Escalate issues to higher-level support or management when necessary.

• Track customer bugs and ensure resolution in a timely fashion• Work on custom projects and requests from our customers to retain business relationships• Coordinate discussion between our customer support and development teams to fix reported software bugs• Keep teams on task and aware of current progress• Write and maintain progress of bugs in TFS.

•Responding to and resolving user inquiries and technical issues.• Providing step-by-step instructions and guidance to users.• Install, update, and troubleshoot departmental and company software applications.• Assist users with issues related to these applications.• Install, configure, and troubleshoot desktops, laptops, and peripherals such as printers and mobile devices.

•Answer phones and create cases to resolve customer issues concerning their accounts and our courseware• Document and track cases that could not be resolved immediately and keep customers up-to-date on progress

•Answer customer calls and resolve cellphone issues; working with iPhones and Android phones• Create and maintain proper documentation and tickets for tracking