Ian Clements
Volo,IL
Summary
IT professional skilled in technical support and customer service. Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong troubleshooting skills and effective communication to ensure user satisfaction. Knowledge of various software and hardware systems, enhancing overall service desk performance.
Overview
7
7
years of professional experience
Work History
Service Desk Technician Tier 1
Stericycle Inc.
03.2023 - Current
- Provide remote and onsite technical support, utilizing a variety of applications including Active Directory, Azure, LAPS, TeamViewer, Command Prompt, and PowerShell
- Diagnose, document, and resolve issues with scales, scanners, laser printers, portal printers, handheld computers (Android), laptops (Windows 10) and peripherals.
- Assist with account setup and password resets, ensuring seamless onboarding and access for all users.
- Provide technical customer support to internal employees, focusing on delivering an excellent user experience and offering coaching as needed to enhance their IT skills.
- Contribute to projects, including a refresh initiative, by providing support for the replacement of end-of-life equipment.
- Managed high levels of call flow and responded to technical support needs.
- Set up hardware, devices, and software to profile workstations for employees.
- Provide evening and weekend on call support on a rotational basis .
IT Field Service Technician
Hamra Enterprises
06.2021 - 06.2023
- Enhanced customer satisfaction by delivering timely and efficient IT support for POS systems, printers, AV cameras, audio systems, laptops, iPads, kiosks, and network equipment, including routers, switches, firewalls, and cabling.
- Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
- Maximized equipment lifespan through routine site visits.
- Contributed to achieving company-wide goals during site remodels by rerunning all network cabling and rebuilding network stacks in a more convenient location
- Collaborated with a third-party vendor to upgrade network connections and equipment to fiber.
Supervisor
Panera Bread
04.2018 - 06.2021
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Completed store opening and closing procedures and balanced tills.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed cash handling procedures and completed daily reconciliations.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
Education
Bachelor of Science - Information Technology
Arizona State University
Tempe, AZ12-2023
Associate of Arts -
College of Lake Count
Grayslake12-2017
Skills
- Analytical Skills
- Software support (Microsoft Office)
- Adaptable learner
- Hardware Trouble-shooting
- Ticketing System
- Technical Support
- Customer Service
- Problem-Solving
- Imaging and Deployment
- Communication
Timeline
Service Desk Technician Tier 1
Stericycle Inc.
03.2023 - Current
IT Field Service Technician
Hamra Enterprises
06.2021 - 06.2023
Supervisor
Panera Bread
04.2018 - 06.2021
Bachelor of Science - Information Technology
Arizona State University
Associate of Arts -
College of Lake Count
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