Customer Service Desktop Support

Joseph McCalpin

IT Support Technician

Strong passion to absorb experience and growth for skills with technology. Desire to expand my network and technical skills for the IT Field. Always open to feedback.

Skills

Teams Room Management

Active Directory

Communication

Hardware Troubleshooting

Software Troubleshooting

Printer Networking

Ticketing Documentation

Cerner

Cisco

Microsoft Exchange

Citrix

Customer Service

Time Management

Account Creation

A/V Management

Windows Imaging

Project Management

Service Now

Cloud Migration

Zoom Room Management

Networking

Cable Management

Level 1&2 End User Support

Azure Active Directory

IT Support Technician 1

Northbay Regional Center

March 2022-August 2022 610 Airpark Road, Napa, CA

●Provide Customers with efficient quality care of customer service.

●Provide first level contact and convey resolutions to customer issues.

●Resolve issues via ticketing system, phone calls, e-mails, and occasionally walk ins.

●Manage Active Directory accounts and groups pertaining to specific users.

●Imaged and configured Windows OS.

●Troubleshoot all technological issues to the best of my ability.

●Precise escalation of ticket issues to the proper IT team.

●Routine check ins to ensure the customer received the best service possible.

●Set up zoom room and conference areas for Supervisor and Executive Users

Helpdesk Technician & Desktop Support

Lifelong Medical Care

March 2021-Current Date 2001 Dwight Way, Berkeley, Ca

●Handled High volume (80+) of customer interactions per day via Tickets and phone regarding computers, Phones, Tablets, Medical Equipment, and Projects.

●Tasked with Device Deployment for both in-office and remote users. Set up over 400 users with Small Client Desktops or Telecommute Laptops and cellphones.

●Part of a team providing first level support for a wide variety of standard and nonstandard Tech related issues resolving approximately 75% of calls without escalation

●Managed 1300+ Licenses and email accounts for O365 through Exchange 365

●Installed and updated hardware, software, and applications on Windows Devices

●Successfully trained new hires for the Helpdesk

Education

Year Up / Diablo Valley College

February 2020 to January 2021, Pleasant Hill, California 94523

Year Up is Yearlong technical training course geared towards teaching Under Privileged Youths to work in and navigate through the business world.

Contact this candidate