Education

Work Experience

• Provided customer service and support to our clients through our Helpdesk software regarding software implementation, performance, and administration.
• Supported Go Live Operations by troubleshooting customer reported issues. This requires onsite evaluation of the symptoms, both via reviewing of log files and witnessing problems firsthand at the site.
• Developed an understanding of our customer processes and standard operating procedures to configure our systems to their needs.

• Responsible for the setup, installation, and maintenance of various computer hardware and software systems by regularly scheduling service.
• Troubleshooted end user computer problems by probing and analyzing the root cause and providing the right solutions
• Operated various computer systems such as Cisco Communication Manager and Active Directory to our established procedures.
• Developed a knowledge base with Wiki.js within two months that improved the productivity and effectiveness of our IT resources while implementing two-factor authentication methods.

• Responsible for great customer service and support in a variety of iOS and Mac devices.
• Provided the best resources and solutions within an appropriate time and advised customers as well as teaching them the processes of the solution.
• Ensured privacy and security for our clients while multitasking with troubleshooting procedures.
• Consistently held a 90+ percentage within satisfaction surveys completed by our clients regarding efficiency and performance to their solutions.

Skills

• Programming LanguagesC, HTML, CSS, JavaScript, Java, NextJS, Markdown, JSON
• Computer and Operating SystemsWindows, Linux, macOS, iOS, Meraki, Android

• ToolsPostman, GitHub, VS Code, IntelliJ, Vercel, WordPress, Jira, Obsidian.md