SHAWN HUDSON

• Managed technical support incidents and assisted local and remote user base, ensuring adherence to specific processes for consistent and efficient task completion.
• Handled user inquiries, requests, and escalations across multiple communication channels with exceptional professionalism, speed and precision.
• Provided on-site support for multiple sites including server installation, networking equipment setup, and addressing site-specific technology requirements.
• Participated in weekly team meetings at Genius Bar, Depot, and Bit Bar to provide break-fix solutions to the enterprise.
• Documented activities and resolutions in an ITSM solution.
• Monitor ticketing system and email for notification and internal assistance requests.
• Amplified plant efficiency by aiding in the procurement of necessary hardware
• Efficiently resolved incidents by conducting thorough research and on-the-job training.

• Support, monitor, test, and troubleshoot user and system-related hardware and software problems. Escalates as appropriate.
• Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed.
• Plan, prepare, and coordinate maintenance windows for updates, upgrades, and patches.
• Maintain, clean, repair, upgrade, and replace hardware as needed. Process RMAs and ensure technology availability is at a maximum.
• Pay special attention to time-sensitive business requests and make smart decisions to ensure minimal user/customer impact for their regular workday.
• Provide timely attention to all Service Desk requests. Assesses the validity of the requests as they arrive, ensures that the details within the ticket are complete, and correctly assesses the impact and criticality of the issue.

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Consulted via telephone to understand user problems, for external and Internal Advisors ask probing questions to locate root causes.
• Configured new employee work stations, including all hardware, software and peripheral devices.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Set up new desktop systems and configured laptops for incoming
  employees, loading required software and server permissions.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Installing/ troubleshooting business networks Create IDs,e-mail accounts, AD accounts, and other entitlements.
  Change printer toner and manage printer status with IP addresses

• Utilize Skype when communicating with remote users.
• Configure and troubleshoot Microsoft Office products including Microsoft Outlook 2007 and 2010
• Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
• Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
• Documented and updated case notes for each customer and work order.
• Effectively handle phone calls, email, and chat sessions from customers who are experiencing problems with products

• Bit Locker Encrypt and decrypt hard drives.
• Change printer toner and manage printer status with IP addresses • Configure and troubleshoot VPN used to access corporate.
• Maintained calm, professional demeanor when faced with high demand, high volume workloads.
• Processed average of 50 inbound and outbound technical support calls.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Assisted customers with Hardware and Software technical issues via email, live chat and telephone.
• Consistently responded to customer service emails within standard window for optimal response.
• Change printer toner and manage printer status with IP addresses

Certifications

MTA Security Essentials

MTA Mobility And Device Fundamentals

MTA Windows Server Administration

Linux Essentials