Xavier Mitchell Email & Phone Number

Montgomery, Alabama, United States

● As a Service Desk Administrator, I am at the front line of customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service Desk in person, by phone, using Remedy, or by email. ● The position involved quick decision-making and detailed task management to ensure all work orders not resolved at the Service Desk were assigned to the appropriate I.T. groups. ● Joined desktops and thin clients to local domains as required, configured local P.C. connections to network printers, and troubleshot Microsoft Exchange Server connectivity issues. ● Created and managed trouble tickets, monitored status, and reported outages, all while having excellent customer service skills. ● Assisted in the administration and maintenance of the Active Directory environment, including user account management, password resets, and group policy configurations. Collaborated with cross-functional teams to ensure timely and accurate resolution of IT incidents and service requests, adhering to defined Service Level Agreements (SLAs). ● Conducted root cause analysis and implemented preventive measures to minimize recurring IT issues and improve overall system reliability. ● Documented and maintained accurate records of support activities, including incident details, troubleshooting steps, and resolutions, for future reference and knowledge sharing. ● Assisted in the deployment and testing of software updates and patches, ensuring compliance with security policies and system stability. ● Participated in the inventory management of IT assets, including tracking, tagging, and maintaining records of hardware and software licenses. ● Contributed to the development and improvement of standard operating procedures (SOPs) and knowledge base articles to enhance the efficiency and effectiveness of support services.

● User Support: Provided technical assistance and support to end-users by troubleshooting and resolving hardware, software, and network issues via phone, email, or in person.● Incident Management: Logged and tracked user-reported incidents, prioritized them based on urgency and impact, and ensured timely resolution or escalation to higher-level support teams.● System Maintenance: Performed routine maintenance tasks such as software updates, patch management, and hardware maintenance to ensure the smooth operation of IT systems.● Hardware and Software Installation: Installed and configured computer hardware, software applications, and peripherals, ensuring compatibility and adherence to organizational standards.● User Account Management: Created, modified, and deactivated user accounts in various systems, including email, network access, and applications, while maintaining data security and access controls.● Troubleshooting: Diagnosed and resolved hardware and software problems by identifying the root cause, applying appropriate solutions, and providing clear instructions or documentation to end-users.● Documentation and Knowledge Base: Maintained accurate records of support activities, documented standard operating procedures, and contributed to the knowledge base to enable efficient troubleshooting and knowledge sharing.● IT Asset Management: Assisted in the inventory management of IT assets, including tracking, tagging, and maintaining records of hardware and software licenses.● Remote Support: Provided remote assistance to end-users through remote desktop tools, virtual meetings, or other remote support technologies.● Training and Communication: Assisted in organizing and conducting training sessions or workshops to educate end-users about IT systems, best practices, and security awareness.

● Document IT processes and procedures for future reference and training purposes● Monitor and maintain network infrastructure, including switches, routers, and firewalls● Perform regular backups and disaster recovery procedures● Conduct security audits and implement security measures to protect against cyber threats● Collaborate with other IT teams to resolve complex technical issues● Train end-users on new software and hardware systems● Implemented security protocols, monitored and maintained company systems, and resolved user issues before escalations with an average response time of 6 minutes● Evaluated and introduced new IT solutions, including hardware and software, to increase employee productivity by 30%● Reduced total system downtime by 40% through successful diagnostic and preventive maintenance on systems, networks, and applications● Researched and successfully integrated a cloud-based system to streamline operations and improve customer service● Flawlessly maintained and updated inventory of IT resources, troubleshooting any issues and providing solutions in a swift and effective manner● Constructed and launched video tutorials and user guides to help end-users on how to use the system with improved accuracy and efficiency● Assisted in the installation and configuration of various software and hardware, ensuring minimal error and zero downtime● Consistently exceeded expectations for end-user onboarding, providing them with technical support and training and leading to a 95% customer satisfaction rating● Developed and trained end-users on company-specific applications and software that decreased help desk tickets over 45%