Customer Service Games Critical Thinking

AUSTIN THEODORE SALERNO

********@*****.*** 928-***-**** Phoenix, Arizona

Analytically driven, team-focused professional with experience in IT support and customer service. I excel in high pressure situations and can employ both technical expertise and personable engagement to meet client demands. Friendly demeanor with one-on-one conversation whilst assisting clients. Thirst for knowledge in those around me. Great organizational, time management and problem-solving skills, I can hit the ground running and provide impact on day one.

EXPERIENCE

Onni Group, LLC

Residential/Hospitality/Commercial Property Owner/Management

Systems Analyst

Managed multiple systems the company uses day-to-day

Utilized AD for account resets that had SSO

Administrator on Yardi Voyager, Yardi CRM, Yardi RentCafe, Synxis, Infor HMS, Opera Cloud, Salesforce, MRI Angus, Alice, Bluemoon, Yardi’s ySQL, MDM/ABM

Drafted training notes for the team to use/uploaded notes to Confluence

Used ConnectWise as ticketing system

Assisted users with MS products (troubleshooting/repairing) including system hardware/software

Daily responsibilities: Reset passwords, troubleshoot various systems and assist employees from around the company, fix issues with bad data through data manipulation or SQL, provide assistance for new implementations, setup/decomm user accounts, configure/troubleshoot iPad/iPhone/Android

JFQ Lending, Inc

Mortgage Lending Company

Technical Systems Analyst

Domain Administrator on Active Directory, Azure, Office 365 Suite, Optimal Blue, Insellerate, FundingSuite, Equifax, First Guaranty

Rolled out MFA (multi-factor authentication) to company

Practiced CyberSecurity principles everyday

Familiarity with phone software Ring Central, inContact, Vonage

Familiarity with ticketing systems FreshService and ServiceNow

On-Site help with our employees in an open-floor office setup

Executive support, close work relationships with multiple VPs of company

Imaged and tailored roughly five hundred (500) computers and accounts

Encrypted roughly five hundred (500) computers with encryption software - ESET

Experience with setting up and troubleshooting A/V equipment in a conference room setting

On-Site restoration/repair on company equipment including:

-Computers, Printers (MFP and Home), Televisions/Roku/AirTame

US AIR FORCE

Client Systems Technician

Secret Clearance

Provided on-site repair and restoration of host computers for military clients

Operated in-house repair, answering incoming phone calls and completing over 500 client tickets via Remedy software

-Outlook/OWA troubleshooting

-iPhone BUEM and General use troubleshooting

-DRA for admin/user accounts and computer accounts for OUs, Security Groups, and Air Force Domain

-Re-Imaged a majority of base computers from Win8 to Win10

Identified and resolved issues regarding Outlook, MS Suite, Air Force VPN, Re imaging, Adobe, and confidential information security on workstations

Worked collaboratively with a team of over 20 other technicians to ensure expedited turnaround of projects

Communications Focal Point

Talked with customers extensively over phone and relayed troubleshooting instructions to them

Transferred, created, and relayed ticket information to multiple shops including Phone Department, Network Managers, Client Technicians, Satellite/Radio Managers

Talked with higher leadership on a daily basis to coordinate IT assets and movements across the entire base

Dealt with base outages by coordinated certain shops while speaking to customers and relaying information back and forth

June 2022 – July 2023

August 2020 – May 2022

October 2017 – June 2020

ADDITIONAL INFORMATION

Skills: MS Suite, COMPTIA certification (Security+), Tight-nit knowledge on Cable Management, extensive knowledge on Imaging computers

Hobbies: PC Building, Gaming, Movies/TV Shows, Hiking

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