Donovan Wahe

• Supported users across CO, UT, and TX
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Used ticketing systems to manage and process support actions and requests.
• Logged support tickets and closed when issues were resolved.
• Maintained detailed documentation of all help desk interactions for future reference and analysis.
• Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
• Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
• Configured hardware, devices, and software to set up work stations for employees.

Contracted to Centura/Commonspirit.

• Support dozens of hospitals as the first line of contact for IT issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Installed, configured and maintained computer systems and network connections.
• create 50-70 tickets per day with an average call time of 4-5 minutes and a 80% first call resolution rate.
• Support thousands of employees at Centura, Advent, and Holy Cross facilities as well as their affiliates.
• Serve as first line of contact to patients for patient portal IT issues.
• Collaborate with numerous teams to identify complex issues and streamline resolutions.

• Rotated merchandise and displays to feature new products and promotions.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Interacted well with customers to build connections and nurture relationships.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Trained and guided team members to maintain high productivity and performance metrics.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

• Diagnosed and troubleshot hardware, software and network issues.
• Average completion of 50 tickets per day using ServiceNow platform
• Supported over 10,000 end-users globally via phone calls or chat whilst using RDP if needed
• Reset passwords for numerous programs with administrator credentials
• Used AD to check permissions and reset permissions
• Followed escalation protocols to escalate tickets as needed
• Worked with military systems and security protocols
• Worked with Office 365 suite

• Helped Home Theater Agents with installing TV mounts, speakers, A/V receivers, mesh networks, Wi-Fi cameras, TV repairs, and running cable.
• Developed greater understanding of customer service.
• Addressed customer complaints, proactively seeking resolution to promote repeat business.
• Loaded truck with daily orders and display cases, unloaded returns, emptied baskets, and sent damaged products to manufacturers.
• Drove to multiple customers houses per day to install/troubleshoot product.
• Engaged in friendly conversation with customer to better uncover individual needs.

• Configured and deployed Cisco routers and switches
• Installed and configured wireless access points
• Worked with IP addressing and Subnetting
• Ran cabling and installed data drops for new node installations.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Installed and configured VoIP devices
• Implemented VLANs into various networks
• Programmed and implemented Firewalls
• Terminated and installed CAT-6 cables into routers, switches, and nodes
• Diagnosed and executed resolution for network issues.

• Performed manual labor and random jobs to help teams accomplish goals.
• Followed supervisor instructions to complete tasks on time.
• Cleaned and straightened work areas to maximize productivity and safety.
• Maintained a clean and organized workspace, reducing accidents and increasing overall productivity.
• Operated various hand and power tools to complete general tasks.
• Ran plenum cable and installed Fire Alarm devices in existing buildings and new construction.
• Inspected and adjusted work performed to meet expectations.