William Baldwin Email & Phone Number

Toledo, Ohio, United States

Toledo, Ohio Area

• Responded to desktop support calls by prioritizing, troubleshooting and resolving PC and telephone equipment, software and configuration problems to maintain maximum uptime for employees.• Interacted with clients to gather information about problems and work through diagnostic procedures to analyze and evaluate problems.• Performed installations, upgrades, moves and configured new PCs / laptops, telephones and peripheral equipment and upgrades.• Managed and maintained both KACE System Management and System Deployment appliance for all office and offsite PCs.• Provided first and second level corrective action, and escalated problems to second level to appropriate members of the IT team.• Assisted in management and maintenance of computer and software license records.• Managed both office and remote support team employees – 7 – 10 support staff employees. Managed service desk supporting 300 remote retail locations with over 6500 support calls annually.