Amgd George

• Used Oracle ticketing systems to manage and process support actions and requests.
• Managed high call volume, ensuring timely response to technical support requests.
• Tested new software and hardware prior to deployment to Ricoh devices.
• Addressed customer inquiries, delivering technical assistance via phone and in person.
• Connect Ricoh devices to the network to enable printing and scanning.
• Set up Papercut and SLNX software to enable printing and scanning from Ricoh devices.
• Installed and configured windows operating system for Fiery devices.
• Researched and identified solutions to technical problems.
• Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
• Developed and implemented preventive maintenance procedures.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Reduced downtime by proactively identifying potential system problems and implementing preventive measures.
• Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
• Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
• Resolved hardware, software, and connectivity issues across desktops, printers, and multifunction devices.
• Managed service desk tickets, prioritizing incidents and maintaining accurate support documentation.

Certificates

CompTIA A+ and CompTIA Net +