Throughout my career of 16-years in the computer industry I have assisted clients in from assembling custom configuration systems, preset configured systems, performing services calls, network wiring, data migration, system upgrades, troubleshooting hardware and software issues, etc.
Certifications: CompTIA’s A+, Network+, Security+, Strata Green IT
• Interfaced with clients to provide problem resolution via the telephone, email and remote desktop support for hardware, software, etc. • Provided accurate and complete descriptions of problems, inquiries and request in Clarify, Open View CRM, management ticket software. • Escalated problems and request according to established procedures. • Research client’s problems to determine root cause. • Provided administrative task, such as password resets, permission management, account creation, remote software installations, etc. • Maintain accountability and ownership of issue/request tickets. • Provided proactive client management notifications of problems. • Provided closed looped contact with clients to verify final solution and determine satisfaction level.
