Ian Digges

• Trained newly hired top talent to fill key positions and maximize productivity.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Responded to or escalated tickets based on severity and internal policies governing responses.

Computer Literacy Training for desktops, laptops, tablets, cell phones, email and social media. Computer Repair and maintenance, antivirus, and malware. As well as Home and Office Networking, Web Design and Home Theater Installation

• Evaluated consumer account information to assess current issues and determine potential solutions
• Upheld privacy and security requirements established by HIPAA laws
• Worked with managers to develop service improvement initiatives
• Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.