EXPERIENCE
MSP (2022-Present)
Systems Technician
- Acknowledge receipt of end user problems sent for IT Support and follow up with users to ensure both ‘customer satisfaction’ and SLA’s have been met
- Working as part of a team to provide technical support to assigned clients, both remote and on-site.
- Troubleshooting of IT related problems from software to hardware.
- Network level technical support: WAN and LAN connectivity, routers, firewalls, and security
- Imaging, configuring, and deploying devices along with Asset Database management.
- Implementation, maintenance, and administration of Office 365/Azure and Google Workspace environments.
- Logging and tracking of incidents and requests from identification to resolution via Freshservice.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Technical writing and system documentation maintenance for end users, along with creation of Knowledge Base articles for IT colleagues.
- Communication with clients regarding incident progress, notification of impending changes, and planned downtime.
Hotels and Resorts (2019-2020)
Support Technician II
- Acknowledge receipt of end user problems sent for IT Support and follow up with users to ensure both ‘customer satisfaction’ and SLA’s have been met
- Manage & support Laptops, Desktops, Wi-Fi\LAN connections, printers, phones, and faxes.
- Support for Apple IOS and Android mobile devices
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Provide Citrix server and end user support
- Resolve problems by working directly with end users either at their desk or, for remote users, via remote access to observe their actions and take control of their computer to resolve the issue.
- Conduct complex troubleshooting of IT environments including operating system, networks, applications, and hardware
- Set up new equipment and perform minor repairs to hardware or software
- Document all trouble tickets accurately; note remedial actions taken
- Manage handoff of ticket queue to and from US team and International team.
- Update training materials and procedures and train users in the proper use of hardware or software
- Install and configure IT hardware, software, and peripheral components
- Load and verify correct operation of software and OS packages
- Provide on-call support
- Conduct computer system asset tracking and inventory
EDUCATION
- Computer Networking Security & Business Admin
- Information Technology & Business Administration
