Darrell Rodier

• Provide level II support to the university user community.

• Troubleshooting issues relating to supporting laptops, desktops, printers and peripherals providing solutions both immediate and long term.

• Provide professional customer support to all members of the university user community.

• Create, track, and administer call tickets for computer hardware, software, LAN, WAN, Internet, web-based applications, applications, printer and telecom systems.

• Research and document issues as they arise, finding solutions and fixes to resolve problems.

• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer equipment.
• Diagnose and resolve unique, non-recurring problems associated with application software and operating systems.
• Address user tickets from ServiceNow regarding hardware, software and networking.
• Walk customers through installing applications and computer peripherals.
• Conduct remote troubleshooting.

• Provide executive support to President and VP’s of Ashland (ASI).

• Provide a high level of technical support to ISP and Ashland’s user community worldwide.

• Monitor and log assigned tickets and follow-up on all computer related hardware and software issues / problems by using the groups call tracking system (Remedy / SDE / Magic).

• Diagnose and provide solution to complex computer related issues / problems globally.

• Configure, test and deploy desktops, laptops and other electronic peripherals / wireless devices.

• Document, track, and monitor assigned problems to ensure resolution in a timely manner.

• Sent to multiple North American sites to lead local integration efforts. Made schedule for nightly computer migration.

• Setup network printer queues and troubleshoot printing problems.

• Main point of contact for Digital Guardian issue. Act as liaison between vendor and IT regarding operational issues. 

• Responsible for installing, configuring, upgrading, and troubleshooting the hardware and software of more than 1000 workstations.

• Image and set-up workstations and laptops for new employees.

• Troubleshooting of software includes Funk Odyssey (wireless software), MS Outlook, AT&T Dialer, Cisco VPN Dialer, Adobe Acrobat, MS Explorer, Windows 2000 Professional, and Windows XP Pro.

• Scheduled and supervised as many as six technicians, frequently working alongside and performing electronic repairs.

• Encouraged and conducted proactive customer communications to maintain a high level of customer satisfaction.

• Assume responsibility for ensuring adequate inventory of parts as well as FIFO (first in/first out) work flow.

• Order and receive spare parts. I shipped back defective cores for spare parts.

• Administer warranty claims, service, and purchase order documentation.

• Maintain and update the Lotus Notes “Technician Certification Database”.

• Filed all service orders and purchase orders paperwork.

• Answered phone and contacted customers to provide ETA updates on back-ordered parts. 

• Performed diagnosis and troubleshooting of PCs and related devices, obtaining cost estimates of replacement hardware and advising the customer of the feasibility and cost of repair.

• Ordered and installed hardware and software, performing test operations and data entry.

• Delivered and set up computer system at customers’ sites.

• Installed newly purchased hardware and software in customers’ computers.