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Work Background
Software Support Specialist
WidexSoftware Support Specialist
Dec. 2021
Systems Administrator / IT Support Specialist
Torapath TechnologiesSystems Administrator / IT Support Specialist
Jun. 2018 - Dec. 2021Baton Rouge, Louisiana Area• Diagnose PC/Mac hardware & software issues & perform repairs. • Provide remote support to end users. • Perform onsite visits as needed (support requests & projects). • Respond to all support requests according to SLA & consistently exceeded response time goals. • Tier 1 & Tier 2 troubleshooting. • Provided recommendations to IT Director on improvements in processes & client response time. • Ensure clients' systems are operating optimally (updates, firmware, backups). • Management of Level 1 & Level 2 support queues, ensuring timely resolution of issues & communication with clients. • Patched software and installed new versions to eliminate security problems and protect data. • Collaborated with vendors to locate replacement components and resolve advanced problems. • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Tech Manager
Computer Heaven, Inc.Tech Manager
Oct. 2008 - Jun. 2018Baton Rouge, Louisiana Area• PC and Apple hardware and software diagnostics. • Windows/OSX installations and troubleshooting. • Complete custom PC builds. • Printer repair. • Removed malware, viruses, and other threats from laptops and desktop systems. • Explained technical information in clear terms to non-technical individuals to promote better understanding. • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. • Developed best practices / procedure manuals for Tech Department including streamlining repair processes and updated procedures. • Supervision / Scheduling technicians

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