Dante Sailes

• Tier 1 Responsible for initial troubleshooting of software and hardware, assists with system configuration, advises on best practices for common procedures, and offers explanations of standard reports.

Responsible for the repair of satellite dishes on the roofs of homes and office buildings by

the use of an extension ladder. The standard ladder used by WWTS has been rated by the

American National Standards Institute (ASNI) to hold a weight of (including tool belt and

equipment) of up to 300 lbs.

Responsibilities

•Provides quality customer service and support for designated equipment

•Escalates problems to appropriate next level of support when necessary

•Monitors assigned service calls to ensure timely completion

•Ensures all time reporting and other required reports are accurate and submitted on time

•Meets or exceeds various service levels as established by assignment (calls per day, ETAs,

on-time response, administrative call closure, client satisfaction)

•Responsible for ensuring on-going maintenance and development of positive relationships

with all business partners and clients

•Ability to be part of geographic stand-by rotation which may require call out work during

off hours including evenings and early mornings.

•Maintain all required OEM Certifications

• Modified existing software systems to enhance performance and add new features.
• Coordinated system installations, testing and code corrections.
• Conducted client needs assessments, developing budgets and determining cost estimates based upon this information.
• Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.
• Communicated with and gathered feedback from customers about progress updates and worked to resolve specific concerns.
• Troubleshot and resolved problems with programs and systems.
• Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
• Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
• Integrated new technologies to meet area requirements.
• Coordinated installation of updated computer programs and systems.

• Break/fix field service work.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
• Responsible for performing on-site servicing and repair of major OEM laptops, desktops, POS, and printers.
• Familiarity of POS (Point of Sales) systems for Retail stores (Windows based registers)
• Break/Fix at component level– Desktops; Laptops; printers
• Documents, maintains, upgrades or replaces hardware and software systems.
• Imaging and image recovery
• Provides technical support in activities associated with the identification, prioritization and resolution of reported problems.
• Install / Re-install various software packages and updates
• Activities include recognition, research, isolation, resolution, and follow-up