Christopher Hill

• Provided C-level suite support assistance where and when needed
• Troubleshoot system, application, and hardware issues on PC and MacOS
• New Hire asset provisioning on PC and MacOS
• Provided monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
• Work directly with customers to solve problems in IT walk-up called Lion Tech for 4-5hrs
• Utilize internal IT Knowledge Base to both provide and find solutions to known issues within theO365 suite
• Use external information to research and resolve issues when needed
• Consistently update ticket tracking system with status and fix
• Properly troubleshot Network issues related to Wi-Fi, Access Points, and network ports onsite
• Performed routine system maintenance on PC and MacOS laptops and desktops
• Asset Management performed daily with PC (Win 10 /11 ) and MacOS environments
• Maintained up-to-date documentation of network topology, equipment inventory, and configurations.
• Designed scalable solutions to support organizational growth while minimizing disruptions during expansion efforts.
• Collaborated with cross-functional teams to develop and implement IT strategies aligned with organizational goals.
• Provided technical assistance to end-users, troubleshooting connectivity issues, and resolving service requests efficiently.
• Worked in team-driven environments and communicated effectively with stakeholders.
• Responded to and remedied critical issues that could not be addressed by technicians.

• Established requirements and developed tailored methodology to bolster management decision-support reporting
• Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies
• Supporting applications and software using OKTA SSO and Jira Admin, Atlassian Admin
• Installs and configures new computer MacOS hardware following company standards
• Performs backups of data to prevent data loss in case of emergencies such as natural disasters or equipment failure with MacOS environments
• Restructure of data using JIRA asset management tools as well as physical reclassification in inventory room.
• Google Admin: creates user accounts, manages distribution groups, tracks email traffic manages shared drives
• Providing technical support for computer software applications such as Microsoft Office, Adobe Photoshop, OKTA
• Monitors system performance to ensure optimal efficiency, utilizing tools such as performance monitors or network monitoring applications
• Installing and maintaining computer operating systems, including macOS and Linux
• Providing technical support for computer hardware including printers, routers, servers, and desktop computers
• Jira Admin: Maintain assets, provision user permissions, made changes to project boards, automation, provision project settings, created workflows and automation for projects
• Atlassian admin: Manage user permissions; manage group permissions within Confluence environments and edit space settings surrounding end-user needs, transfer of admin roles and permissions of said roles
• Maintain User and Asset management in JIRA Admin console
• Prepares hardware for new internal users to include but not limited to user login credentials, imaging of hardware, and access to business applications
• Okta Jr Admin: Creates user accounts, adds users to groups, views logs to track reoccurring issues, writes rules to execute commands and application acceptance with 2FA
• Maintain working order of Zoom Administration using admin console and NEAT BAR Technology
• Mentor members with less than 2 years of IT experience infield.
• Managed large-scale IT Asset Management project from inception to completion, delivering results on time and within budget constraints.

As a level two technician in Chicago, I support virtual environments, as well as PCs and Macs using Active Directory and O365 admin portals.

• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks Installed, modified repaired software and hardware to resolve technical issues
• Performed diagnostic tests and troubleshooting of Network related issues to identify and resolve for internal and remote users onsite
• Provided technical assistance to business by installing, configuring, testing, and upgrading computer software on PC (Win 10
• 11) and MacOS hardware
• Worked with 3rd party vendors for repair of issues related to hardware on behalf of internal users Retrieval of computer equipment due to out-of-order or unneeded
• Maintained working order of Zoom Rooms and equipment responsible for daily meetings Installed, configured maintained computer systems and network connections.
• Created Virtual Machines for Developer Employees using vSphere and Citrix
• Maintained working OS environment for macOS using JAMF
• Prepared hardware for new internal users to include but not limited to user login credentials, imaging of hardware, and access to business applications
• Managed assets on Microsoft Endpoint Admin Center (INTUNE)
• Distributed hardware to new or existing internal users working remotely or in office
• Update request tickets as tasks are assigned and performed through internal ticketing system
• Oversaw Imaging workstations while safeguarding customer files and profiles with PC and MacOS environments
• Broke down and evaluated user problems, using test scripts, personal expertise probing questions
• Patched software and installed new versions to eliminate security problems and protect data
• Provided remote support using TeamViewer and Bomgur.
• Managed inventory of hardware components for timely replacement or repair as needed.
• Trained users on how to operate components and systems.

• Upgrade lead Tech for Chicago office as well as a member of Asset Management Team overseeing all refreshes, replacements, secondary assets (PC/MacOS) being assigned to customers in Chicago Office and surrounding Midwest Cities.
• Maintained inventory, received, and unboxed new machines being purchased by firm and shipped to depot for distribution
• Imaged and distributed 12-15 machines daily to Chicago, Midwest, and Eastern Seaboard
• Applied basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Applied thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP ,DNS within PC (Windows10 ) and Macintosh Operating systems (Sierra and Mojave) to resolve customer workstation issues
• Oversaw Imaging workstations while safeguarding customer files and profiles
• Tested laptop and desktop computers
• Upgraded end-user computer systems ensuring no data loss, supporting Microsoft software packages to include Microsoft Office 2016, and other commonly used desktop-related applications
• Worked independently and in team to provide instantaneous Customer Solutions and communicates daily with Customers about upcoming appointments
• Performed Audits on over 3,000 assets daily, performed Asset Management daily using Lost Prevention Outlines, Receiving of Inventory
• Managed Daily appointment scheduling as well as Customer Experience Prepared technical responses to requests for quotes, assigning costs, timeframes alternative solutions
• Collaborated with vendors to locate replacement components and resolve advanced problems
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.

• Scheduled and oversaw team assignments and daily operations, including hardware and software peripherals, troubleshooting printer issues such as scan-to-email and print server connectivity.
• Performed PC Rebuilds and repairs as well as Troubleshooting OS (Win 7 pro, 8 10 pro) Performs Site Surveys on Future Locations by assisting Project Management Team and Deployment and Provisioning of Chromebooks to end users and Remotely logging into user PCs to troubleshoot problems using Screen Connect
• Created, Renamed, or Disabled User Accounts in Active Directory
• Imaged and distributed 8-10 machines daily to Clients
• Performed break/fix solutions on 6-8 machines daily for clients
• Partnered with other IT team members regarding new branch builds and upgrades for facilities and troubleshooting User issues in Microsoft Office
• Owned technical issues and collaborated with our department to delegate tasks where needed as Senior Member
• Oversaw Hardware Department where I gave a team of 3 techs, I conducted interviews and performance reviews every 6 months as well as assigned tickets to my team
• Weekly meetings surrounding current issues and future projects
• Resolved escalated customer complaints without need for team lead intervention, documented troubleshooting and problem resolution steps participated in providing training to customers as required
• Provided prompt and accurate feedback and updates to customers via Email and Phone ensuring customer satisfaction and retention
• Documented Efficient solutions in form of knowledge base tech notes and articles in Confluence and SharePoint, Installs, upgrades, support troubleshoots Win XP, Windows 7, 8.1, 10, Microsoft Office 2007-2016, HDS, QuickBooks and AutoCAD and any other authorized desktop applications (Citrix, RDM, Terminal Services)
• Installed, upgraded, supported, and troubleshoot printers, computers, switches, routers, and any other authorized peripheral equipment.
• Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
• Diagnosed and troubleshot hardware, software, network issues.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.