ALLEN DIKE

Achieved 98% SLA compliance and reduced ticket backlog by 30% within six months.

• Managed escalated support cases for enterprise clients in Managed Service Provider environment.
• Delivered remote and on-site technical support to over 300 users via multiple channels.
• Provisioned new macOS and Windows devices using standardized imaging and encryption protocols.
• Diagnosed and resolved macOS issues, including kernel panics and hardware failures.
• Administered Office 365 accounts and executed tenant-to-tenant migrations efficiently.
• Documented IT processes and created end-user knowledge base articles for improved support.
• Set up equipment for employee use, performing or properly installing cables, operating systems or software.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Created detailed documentation for IT processes, procedures and troubleshooting steps.
• Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
• Coordinated with vendors for warranty and non-warranty hardware repairs and replacements.
• Installed and configured computer systems, printers, and other peripherals.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Worked with cross-functional teams to achieve goals.
• Assisted with customer requests and answered questions to improve satisfaction.
• Completed day-to-day duties accurately and efficiently.
• Provided technical assistance to users in person, via phone or email.
• Monitored system performance and implemented optimizations, leading to an improvement in user satisfaction.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Maintained inventory of all equipment, software licenses and warranties.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Configured user accounts, permissions and passwords according to company policies.

• Served as highest level escalation for IT service incidents, ensuring swift resolution.
• Supported end users through telephone, email, chat, and in-person interactions.
• Troubleshot web applications and resolved hardware, software, and communication systems issues.
• Documented and managed incidents according to established management processes.
• Administered Active Directory user accounts, organizational units, and group memberships.
• Maintained all installed systems and infrastructure while monitoring performance metrics.
• Oversaw identity and security access globally across multiple user functions.
• Executed SQL Server installations, upgrades, and migrations, maintaining optimal database performance.
• Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
• Resolved service requests by individually troubleshooting and addressing user issues.
• Evaluated software or hardware to recommend improvements or upgrades.
• Troubleshot computer systems to identify and resolve operating system and application problems.
• Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
• Configured user accounts in Active Directory for access to corporate resources.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Collaborated closely with team members to achieve project objectives and meet deadlines.

• Company Overview: Texas
• Responsible for diagnosing & resolving hardware, software & end users' problems.
• Acting as the first point of contact for all IT & technical queries.
• Developing the infrastructure and systems to meet the company's needs.
• Working within a TCP/IP network environment, including DHCP, DNS, and Ethernet.
• Involved in the rollout of software updates and patches. Investigate specialist and complex IT support issues.
• Communicating with third-party technical specialists.
• Configuring and managing backup & restore procedures.
• Maintaining a wide range of computer hardware and software programs. Identifying & reporting on the budgetary implications of IT projects and upgrades.
• Provide secondary support for LAN administration. Responsible for allocating work to junior staff and induction training for new staff.
• Deploying new hardware, server backups & evaluating new software & security risks.
• Provided support for Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office365.
• Texas
• Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
• Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.

• Delivered second-tier support via phone, remote, and desk-side using Remedy Ticket System.
• Performed operations, installations, maintenance, diagnoses, and repairs on HP laptops and desktops.
• Supported over 4,000 users with Active Directory account maintenance tasks.
• Managed Active Directory processes including user account resets, policy updates, and password changes.
• Administered Windows Server/Workstation environments alongside Active Directory functionalities.
• Configured and deployed network switches to enhance network performance.
• Installed and supported network printers, scanners, and multifunction devices for operational efficiency.
• Planned, scheduled and controlled installation processes from start to finish to ensure all project requirements are delivered on time.
• Defined technical integration strategy and developed integration plans.
• Provided exemplary help desk service and support to assist customers.
• Handled troubleshooting tasks for Local Area Networks, Wide Area Networks, and voice systems to reduce network connectivity problems.
• Developed scripts to automate routine tasks using scripting languages such as PowerShell or Python.
• Provided status updates to keep upper management informed and to reach goals.
• Troubleshot network-related issues to ensure reliability of infrastructure and operating systems.