Keenan D.

Deliver support to customers over the phone using a ticketing system, remote control and remote management tools. Continuously analyze complex server, network, application and PC issues for solutions. Address critical customer-impacting issues from inception to resolution using all of the resources of the company. Configuration and Troubleshooting of LAN's, WANs, Firewall, and Wireless. Technical expertise including strong understanding of networking, servers, security, storage and IT operations. Strong desktop OS skills Windows XP/Windows 7 Desktop Operating System. . Strong general application knowledge in Office and other mainstream applications. Some VoIP experience Connectwise, Labtech, N-able experience, Screenconnect, ITglue Microsoft 365, Hyper V, Microsoft Exchange Work with team to develop systematic process to better troubleshoot and identify root causes of issues. Specialize in the area of IT that our customers use and that utilizes your skillsets and strengths. • Physical Desktop Support in a BPO environment • Install, upgrade, support and troubleshoot Windows 7, Windows 10 and Microsoft Office and other desktop applications • Install, upgrade, support and troubleshoot for printers, computer hardware and other peripheral equipment • Performs general preventative maintenance tasks on computers, laptops, printers and other peripheral equipment • Performs remedial repairs on computers, laptops, printers and other peripheral equipment Customize desktop/laptop hardware to meet user specifications and site standards. • Returns defective equipment parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts • Inventory to insure proper spare parts levels • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal • Computers (PC) or notebooks that have authorized access to the network Install, upgrade, support and troubleshoot Enterprise • Applications hosted on Windows Server 2008, 2012 • Perform Windows Server monthly maintenance (Defrag, Disk clean up, Clearing of logs, Rebooting of Servers) • Handles Active Directory and performs membership of groups, creating security groups, password resets, creating logins/ User account management • Intermediate knowledge in DNS and DHCP Intermediate knowledge in Group Policy Management and Configuration. • Ensure desktop computers interconnection with systems including associated validation systems, file servers, antivirus servers, application servers, and administrative systems • Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime • Troubleshooting network connectivity in a LAN/WAN environment • Develop trends by monitoring and analyzing incoming calls, problems and support requests • Dealing with hardware and application support queries and issues reported to the support helpdesk • Provide user data and application recovery • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software • Use tools and methodologies to load, copy and customize operating system configurations for deployment • Responsible for tracking hardware and software inventory • Familiarize end users on basic software, hardware and peripheral device operation • Works with vendor support contacts to resolve technical issues within the desktop environment • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible • Works with other IT team members regarding new branch builds and upgrades • Dealing with queries by following departmental procedures for fault resolution • Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines • Arranges for and/or prepares equipment for shipping/receiving • Maintains I.T. records and tracking for area of responsibility • Ensures that supported customer accurately completes the approved work request with the date and time of submission • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures • Maintain adequate knowledge of operating systems and application software used to provide a high level of support • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures