Customer Service It Help

Jordan Newbould

Location - Salt Lake City, Utah

Summary:

• Experienced IT Helpdesk support with proficiency in answering phones and dispatch, monitor, and respond to requests received through the helpdesk ticketing system.

• Provided basic system administration for both PC, MAC and Chrome OS environments.

• Responsible for Troubleshoot, isolate, and research problems,recommending solutions and escalating to a higher tier when necessary.

• Investigate and resolved minor computer software and hardware problems of end-users within the IT ticketing system.

• Documented all problems by providing a complete and accurate depiction of issues reported, and their resolutions, into our document management system.

• Responsible for management of user accounts, groups, and computers; including new hire and new computer provisioning and assigning end users and computers to proper groups in Active Directory. Education:

• Bachelors of Science in & Information Systems from University of Utah - David Eccles School of Business, Salt Lake City, USA, 08/2018 – Present

• General Education Certificate from Salt Lake Community College, Salt Lake City, USA Skills:

• Databases

• Customer Service

• Active Directory

• Internet Protocol Suite

• (TCP/IP)

• Networking

• Systems

• Administration

• Cloud Management

• Voice over IP (VoIP)

• Technical Support

• Operating Systems

• Ticketing Systems

• IT Management

• Computer Hardware

• Troubleshooting

• IT Strategy

• Network Security

• Information Security

Professional Experience:

Montessori Community School - Salt Lake City, USA Apr 2019 – Present IT Help Desk

• Answers phones and dispatch, monitor, and respond to requests received through the helpdesk ticketing system.

• Provide basic system administration for both PC, MAC and Chrome OS environments.

• Troubleshoot, isolate, and research problems,recommending solutions and escalating to a higher tier when necessary.

• Document all problems by providing a complete and accurate depiction of issues reported, and their resolutions, into our document management system.

• Management of user accounts, groups, and computers; including new hire and new computer provisioning.

• Assign end users and computers to proper groups in Active Directory.

• Perform basic email administration and troubleshooting.

• Perform timely workstation hardware and software upgrades and maintenance as required.

• Train users on how to utilize various software platforms.

• Basic network administration – DNS troubleshooting, Basic understanding of TCP/IP Protocol.

• Investigate and resolve minor computer software and hardware problems of end-users within the IT ticketing system.

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