Alexander Middleton

University Of St. Francis

Joliet, Illinois

05.2022 - Current

Answered user inquiries to resolve computer software or hardware operation problems.
Configured routers, switches and wireless access points for LANs and WANs.
Provided training sessions for end users on how to use various software programs.
Updated software versions with patches and new installations to close security loopholes and protect users.
Developed and executed deployment of operating systems.
Troubleshot system issues related to network connectivity, software installation/configuration, and printing.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Tracked service requests through a ticketing system.
Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
Assisted with server virtualization projects using VMware ESXi or Hyper-V technologies.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
Coordinated with vendors for repair services when needed.
Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Disassembled computer systems to troubleshoot and resolve hardware issues.