Customer Service Technical Support

Kristopher Scott

Email: **********.*******@*****.***

TECHNICAL SKILLS

Software: Hardware: Customer Service:

● Mac OS and Windows OS

● Microsoft Office Suite

● Sophos

● Google Admin

● Data Migrations PC and

Mac

● Imaging Mac and PC

● iOS and Android

● JIRA and Zendesk

● TeamViewer

● National and International

● On-Call

EXPERIENCE

Astreya Partners. San Francisco, CA

IT Consultant January 2020 - July 2020

● Imaged and deployed up 30 Macbook and Windows computers for new hires weekly

● Provided technical support in person and over the phone for hardware and software issues

● Train employees on new software internal

● Perform desk setups and equipment moves

Leave of Absence. Atlanta, GA January 2019 - December 2019

● Moved to Atlanta, Georgia to help take care of a sick family member Juul Labs. San Francisco, CA March 2018 - December 2018 IT Support Specialist

● Performed New Hire Orientation for employees on-site and remotely nationally and internationally

● Created self help, training and new hire documents for our userbase

● Created user accounts in G Suite and Microsoft 365 as an Admin

● Provided Tier 1, 2 and Exec support in person at the help desk and remotely

● Supported company events and conferences held off-site.

● Configured user accounts in single sign-on services such as Okta

● Managed support request for over 200 users in an expansion office separate from HQ

● Resolved 20 - 30 walk up tickets daily using Zendesk and Jira ticketing systems

● Integrated new technologies to help with team and company goals

● Collaborated with facilities and office management for new office build outs Milestone Technologies - Facebook. Menlo Park, CA June 2017 - March 2018 IT Logistics Technician

● Configure iPhones, iPads and Android devices to prepare them for the quality assurance process

● Utilize internal ticketing system to keep track of task, manage priority levels and the amount of time each task takes for completion

● Perform quality assurance test on Apple and Android devices to determine if the asset is ready for deployment or needs repair

● Research new technologies and processes that will either help maintain or exceed current service level agreements Twitter, Inc. San Francisco, CA July 2015 – April 2016 IT Deployment Specialist

● Performed tests using the created image on machines to find any problems before the image is deployed to new employees

● Assigned machines to users and kept track of the inventory using ServiceNow and the JAMF Casper Suite

● Created objects for Windows-based PCs to add to Active Directory, enabling Windows users to operate in Twitter’s network environment

● Opened 20 user accounts weekly to ensure each user had appropriate access using SailPoint, enabling new users to perform all functional tasks on day one, and configured Shoretel VoIP phones for users needing desk phones

● Deployed both Windows and Mac machines weekly for new hires IT Support Intern

March 2015 – July 2015

● Provided support to both Mac and Windows machines

● Supported New Hire Orientations by helping new employees set up user accounts, ensuring all were equipped with the tools necessary to begin working

● Performed diagnostic tests and troubleshooting techniques to evaluate various technical issues and software/hardware requests while closing up to 20 tickets daily using JIRA.

● Coordinated workstation deployment for two buildings by assigning tasks to appropriate team members

● Coordinated weekly cross-site meetings for IT team of 33 people both domestically and abroad to review team metrics, goals, and initiatives

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