KRISTOFA WYLLIE

Highly skilled and technically inclined professional with a strong interest in information technology. Ability to excel both independently and as a collaborative team member. Demonstrates exceptional dedication to providing outstanding customer service and a genuine passion for engaging in customer-facing roles, fostering valuable partnerships. Proficient in identifying system performance and operational issues, utilizing analytical thinking and problem-solving abilities to drive effective solutions.

• Desktop Support Engineer, Cozen O'Connor, Philadelphia, PA, 06/01/23, 01/01/25, Provided end user support via Phone calls and email by diagnosing and resolving technical issues pertaining to Hardware and software components of technological devices., Created, escalated and kept track of all incidents via Ticketing system (Service Now)., Installed and configured desktop hardware (Monitors, Docking stations and printers), Setup company software, patches and operating system on all new devices., Managed devices on Microsoft Intune admin center, Assigned company licenses for all apps and software relating to Microsoft via azure admin center, Reset end user's passwords, added and removed from active directory groups and updated permissions, Managed company Documents and invoices via imanage software and chrome river, Assisted in configuring and troubleshooting network connections; VPNS, Wi-Fi, Ethernet and internal networks, Mapped network drives and added clients to all internal shared drives for all employees., Performed data backups for clients receiving replacement devices to prevent data loss, Assisted with system updates to ensure all devices are secure and performing to best standard, Collaborating with other IT Departments within the company on Microsoft 365 projects and Cisco projects., High Quality Customer service for end users in need of training on company applications., Ensured all devices were in compliance with organizational policies and regulations., Assisted hardware team with Floor support for all employees' workstations and inventory count
• Service Desk Analyst, DLL Finance, Wayne, PA, 06/01/22, 06/01/23, Provide exceptional customer service to internal and external customers by answering inbound calls and tickets, troubleshooting technical issues, and escalating when necessary, Troubleshoot and resolve hardware, software, and network-related issues., Respond to IT support requests, document incidents and problems, and manage ticketing system to ensure all requests are addressed promptly., Maintain an inventory of hardware and software assets, track warranties, and licenses to ensure compliance with vendor agreements., Collaborate with team members to develop and document procedures for incident response and problem resolution, Monitor and maintain IT systems and Networks, ensuring they are running optimally and securely, Collaborate with other teams, such as Network and system Administrators, to resolve complex issues, Dispatch tickets internally through remedy force for the Service Desk as well as externally to other Departments within the company.
• Technical Support, Temple University Help Desk Office, Philadelphia, PA, 01/01/19, 12/31/22, Managed Staff, Students, Faculty and Alumnus Accounts; Password resets, Account Activation., Navigated with Staff, Students, Faculty and Alumnus for Two Step Verification Security remediation issues, Engaged in oral and written communication with Clients remotely and on site., Resolved software related issues for Mobile, Personal Computers and Laptop Devices., Configured Internet Connection for Students and Staff residing on campus., Assisted Students and Staff with Registering their Console and Smart TV Devices correctly Via Clear Pass Policy Manager, Installed Operating systems on Client's Devices, Installed Workstations; imaged Desktops, Troubleshoot Microsoft Office and Adobe Application Software on Clients Devices