Ethan Harris

· Provide Tier 1 and Tier 2 technical support for in-store employees, troubleshooting hardware issues including point-of-sale devices, scanners, and inventory management systems.

· Proficiently used Windows Command Processor and PowerShell for quick issue resolution on Windows 10 platforms within security, including monitoring event viewer for errors, analyzing security alerts, and escalating incidents.

· Developed strong working relationship with peers, Level II support specialist team, maintaining Desktop Request fulfillment rate above 90, via OneNote and Teams.

· Resolve connectivity and configuration issues with store networking equipment, escalating complex incidents when necessary.

· Document support interactions and solutions in the ServiceNow platform, ensuring accurate tracking and reporting.

• Successfully resolved Outlook, Office program, and OneNote errors by performing manual configurations and rebuilding processes when direct reinstallation was not feasible.
• Proficiently used Windows Command Processor and PowerShell for quick issue resolution on Windows 10 platforms within security, including monitoring event viewer for errors, analyzing security alerts, and escalating incidents.
• Developed strong working relationship with peers, Level II support specialist team, maintaining Desktop Request fulfillment rate above 90, via OneNote and Teams.
• Always self-teaching, watching videos and training to stay current in Security, engaged online, with a passion to develop a network space and materials to help others in IT.
• Citrix Troubleshooting and Virtual Machine Management for Disney employees working remotely.

• Gained knowledge of ServiceNow application with ability to support end users with routing, functionality & maintenance.
• Used, installed, & coordinated configuration of standard performance tools.
• Participated in technology-based projects, such as hardware and software upgrades.
• Researched, diagnosed, troubleshot, & identified solutions to resolve system, process or experience issues for all internal and external customers.
• Prioritized Strong collaborative skills and proven ability to work in a diverse team of IT professionals.
• Provided Incident Response - critical thinking, problem solving, and excellent communication skills around IT tickets.
• Efficiently communicated through organized documentation in OneNote and Teams, consistently surpassing SLA quotas with under 7-minute response times and achieving 80%+ first call resolution rate.