PROFESSIONAL SUMMARY

Detail-oriented IT professional with 8+ years experience in assisting tech-challenged clients and individuals.  Solid knowledge of both Windows and MacOS information systems installation, maintenance, troubleshooting, administrative support and user management. Award-winning customer service provider.

SKILLS

• Excellent interpersonal and communication skills, proven ability to handle challenging customer situations professionally.
• Adept with ticketing systems (e.g., Salesforce, ServiceNow, Jira, Zendesk), remote support tools, knowledge base systems.
• Proficient in troubleshooting hardware and software issues, device repairs, imaging, data migration, software license provisioning, Active Directory, Sentinel One administration. 
• Knowledgeable in operating systems: Windows, MacOS, iOS, Android.
• Familiar with PowerShell and Command-Line Interface.
• Solid time management, problem solving and attention to detail.

WORK EXPERIENCE

• Deskside Support Technician II
• Desktop Support, Level 3
• Video Repair Technician
• Team Lead, Technical Support Agent  

 ADDITIONAL SKILLS & ACTIVITIES

• Microsoft Office 365: Administration & applications. (Teams, Outlook, Word, PowerPoint, Excel).
• Networking:  TCP/IP and port forwarding.
• Gaming: Avid video gamer
• Research:  Passion for automotive technology, especially EV.