Damian Hamelin

• Provided technical support for desktop systems and peripheral devices.
• Installed and configured hardware and software for city employees.
• Diagnosed and resolved network connectivity issues in city offices.
• Collaborated with team members to implement IT policies and procedures.
• Documented technical processes and updates for future reference.
• Troubleshot system issues related to network connectivity, software installation and configuration, printing.
• Provided technical support to users via telephone or remote access.
• Set up user profiles on local machines according to established standards.
• Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Maintained user accounts in Active Directory and Exchange Server environments.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Responded to or escalated tickets based on severity and internal policies governing responses.
• Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
• Provided recommendations on hardware purchases based on customer requirements.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Demonstrates ability to work effectively in fast-paced technical environments with shifting priorities.

•101 Tickets resolved in the first quarter.

• Proficient in diagnosing, analyzing, and resolving complex issues in networked IT systems.

• 86% of calls were diagnosed first time

• Strong customer service skills with a proven track record of responding to support requests promptly and professionally.
• Skilled in assessing user needs and implementing efficient, practical technical solutions.
• Experienced in repairing and maintaining computers, peripherals, and related equipment using industry-standard tools.
• Excellent interpersonal skills with a focus on teamwork and maintaining positive relationships with colleagues and clients.
• Technically proficient with PCs, laptops, tablets, printers, Microsoft Office Suite, Windows OS, iOS, and enterprise-level software.
• Enterprise-level software
• Effective communicator with the ability to explain technical concepts clearly in both verbal and written formats.