Summary of Career

1. Closed 95% of trouble tickets on the first call without escalation.

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2. Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

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3. Perform diagnostics and troubleshooting of system issues, document help desk tickets/resolutions, and maintain equipment inventory lists.

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4. Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.

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5. Provide computer help desk support via telephone communications with end-user and performed remote installations, upgrades, and repairs using remote desktop software

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6. Optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols

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7. Managed printer services including server and printer configuration, resupply, troubleshooting, and maintenance.

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8. Installing and upgrading hardware and software and configuring systems and applications

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9. Optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols

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10. Create user Account, Password reset and elevating rights to all users with Active directory

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