Tyler P. Email & Phone Number

Redmond, Washington, Us

Herndon, Va, Us

Execute, manage and lead a set of MSC customers thru the technical onboarding process• Maintain internal and/or client-facing documentation, as assigned• Interface with internal and external organizations and ensure onboarding process is properly completed• Analyze, develop and communicate key Onboarding process and technology improvements to appropriate internal constituents• Escalate unresolved issues to internal ePlus staff within pre-determined timeframes, based on contractual obligations, on a client-by-client basis• Maintain current and high level of technical skill in field of expertise; Keep abreast of developments in computing technology and solutions to common problems• Assist in maintaining partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem. • By utilizing my knowledge of various technologies I assist my clients in achieving more!

Redmond, Washington, Us

• Diagnosed and executed resolution for all network and server issues.• Monitored network hardware operations to evaluate proper configuration.• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.• Set up hardware and software in optimal configurations to meet network performance requirements.• Worked flexible hours, night, weekend, and holiday shifts.• Received and processed stock into inventory management system.• Maintain a record to keep track of all the events and logs• Running hardware diagnostics and replacing failing parts in a timely manner• Protecting company data by preventing the overheating of data center components• Providing IT support to staff and customers, as well as responding to the server and network issues.• Monitoring and performing on-going maintenance on servers and network equipment• Upgrading internal system components, including CPUs, memory, hard drives, and network cables• Advising on the procurement of new data center equipment• Keeping track of developing trends in data center technologies.

• Configured hardware, devices and software to set up workstations for employees• Assisted customers by diagnosing problems and providing resolutions for technical or service-related issues• Advised and educate customers through a combination of experience/documentation to ensure a solution• Actively monitor case workload and drive to closure within SLA’s.• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff• Respond to incoming tickets using the helpdesk dashboard, email or phone. In many cases, phone support and verbal communication will be necessary• Provide ongoing support and communication to other staff members, promoting an empowered, multi-disciplinary team environment

• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.• Submitted service tickets for equipment maintenance requests.• Assisted customers in identifying issues and explained solutions to restore service and functionality.• Activated accounts for clients interested in new services.• Recorded and maintained relevant notes for each client and work order.• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.• Monitored systems in operation and input commands to troubleshoot areas.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Tracked computer equipment, peripherals, and network servers via master documentation in Excel.

Associate'S Degree, Computer/Information Technology Administration And Management

High School Diploma