Donald Harvey

Broke down and evaluated users problems, using test scripts, personal expertise and probing questions. Provided multi-level technical support to internal and external customers, assisting with a wide range of technical matters related to installation, configuration, maintenance, upgrades, and troubleshooting. Set user access rights and permissions and create VPN accounts for network users.

Provided primary customer support to internal and external customers. Accurately verified information and updated information databases as necessary. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Answered constant flow of customer calls with minimal wait times.

Traveled to specific locations to evaluate and maintain equipment to perform troubleshooting and diagnostics of malfunctioning equipment, tools and components. Ensured satisfaction with business and residential clients. Trained and taught new techs with job duties and responsibilities.