STEPHEN LEE GARCIA

- Answer all incoming calls to the helpdesk ~ 15/day

- Work on incoming service tickets when not on calls

- Assist user’s remotely via internal screen connect tool

- Work with dozens of different companies; multiple infrastructures

- Work with Health industry, Travel industry, Design firms, Wealth Management firms, Manufacturing companies, Accounting firms, Law firms, Insurance agencies, etc

- Assist with general program and computer errors on local and remote desktops

- Assist with password resets for remote desktop and O365

- Assist with O365 tasks ie: shared mailbox management, distribution list management, assigning licenses etc

- Assist with Google DUO authentication issues and activation requests

- Familiar with MacOS environments

- Assist with File/folder recovery

- Assist with printer and scanner issues

- Assist with Microsoft RDP and Horizon VDI issues

- Patch/update all workstations for office user’s and all computers located on shop floor

- Approximately 25 office computers and 50 shop floor computers

- Replaced all outdated shop floor computers with new pc’s with upgraded specifications

- Worked directly with C level management, engineers, office personnel, and shop floor employees

- Assisted with Solidworks, CATIA, AutoCAD troubleshooting and upgrades

- Assisted with troubleshooting/replacing projectors in meeting rooms

- In charge of printer troubleshooting, ink replacements, and coordination with Konica Minolta service techs

- In charge of customizing the office personnel & engineers workstations for their specific needs on Dell.com website

- In charge of replacing power supplies, RAM, hard drives, and any other faulty internal components in any workstation

- Assisted with rack setups in the server room

- Upgraded all Win 7 workstation to Win 10

- Assisted with Office licensing for all workstations

- Monitored all computers and remotely assisted users via screen connect tool Kaseya

- Assisted with general program errors for all users