Anthony McKinney

● Troubleshot and diagnosed problems to accurately resolve wide range of technical issues

● Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies

● Removed malware, ransomware and other threats from laptops and desktop systems

● Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation

● Created tickets through ticketing system to track and manage end user issues

● Installed necessary software for end user laptops and desktops

● Explained technical information in clear terms to non-technical individuals to promote better understanding

● Trained and guided our new support technicians in understanding how to handle calls, remote into devices and troubleshoot the different issues the customers may have concerning their iOS devices and accessories

● Setup repair/replacement process for customers

● Customer service and technical support for our client, Apple via our support line