Imack Laidera

· Resolution of tickets according to SLA agreements for agencies staff users on IT related incidents, on site and remotely

· Ensure functionality within agencies premises including Brother printers, Cisco and Yealink VoIP phones, Lenovo desktops and laptops efficiency, ISP up time and appropriate uplink, users education on technologies in place for successful work dynamics.

· Monitoring of networks with use of Cisco Meraki platform for secure and appropriate network configuration and analysis, as well as troubleshoot of routers Cisco Meraki MX68, Z3C and Z1

· Administration of Google Workspaces platform to provide users with top communications services and built in apps to satisfy corporate needs

· Proficiency with Ericsson Vonage PBX for telecommunication configuration and deployment.

· Creation and administration of users via Microsoft Azure and equipment configuration and deployment of OS and apps via Intune.

· Contact of vendor across Texas to ensure timely response to address incidents related with infrastructure and/or ISP related issues.

· Use of SysAid ticketing system for processing of technical requests.

· Remote assistance via Pulseway and TeamViewer remote access tools.

- Assigned to recently acquired company for resolution of ongoing situations and guidance of users during migration process.

· Preparation and setup of computers orders which include configuration according to specifications of RAM, storage, processor, and peripherals; image deployment of operating systems (Microsoft Windows 10 and recently implemented Microsoft Windows 11); test related tasks to ensure full functionality of the units.

· Repairs of Dell, HP and Lenovo desktops and laptops, if needed, which include motherboard replacement, LCD screens replacement, keyboards, PCB components, and processors if applicable.

· Management of deployment and functionality of Microsoft Windows DPKs.

· Support on activation and troubleshoot of MAR server to ensure correct installations.

· Proficiency with technical tools and good workshop practices

· Assessment of gradings depending on cosmetic and/or functionality of computers.

· Performed troubleshooting on networking and connectivity issues to restore connections and network access.

· Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.

· Planning of assignment of IT equipment (desktops and laptops) to local and expatriate staff.

· Delivered local and remote Tier 1 IT support for hardware and software to company staff

· Revision, customization, reinstallation of software and troubleshooting on Cisco VoIP and mobile solutions (Apple, Samsung) assigned to local and expatriate staff.

· Troubleshooting of software involving Windows 7, 8 and 10, Office 2007 and 2010 suites.

· Handling of Polycom hardware for the establishment of videoconferences with local and international affiliates.

· Daily supervision of costumer’s software and hardware optimal functionality following a Help Desk assignment of cases and follow ups of open and closed tickets.

· System administration using Windows Server 2012 in the configuration of users and management of deployment images, updates and application via SCCM.

· Coordination with external vendors and service providers for required maintenance and/or resolution of problems of claims of server room, printers, networking equipment, ISPs and mobile devices

- Basic troubleshoot, assignment and consumables coordination of HP floor and desk printers

· Assistance of small and medium businesses by troubleshooting and resolving technical problems related to Operating Systems like Windows and MAC, networking configuration and installation of hardware, Windows products and system administration.

· Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

· Walked clients through processes of installing software or hardware and initial program start up procedures.

· Monthly scheduled visits to clients to perform infrastructure maintenance, resolution of technical problems and installation of new workstations if required.

· Kept clients informed about issue resolution progress and provided updated estimated times of resolution based on SLA agreements.

· Collected, analyzed, and reported on data for use in operational planning.

· Managed user profiles, security access and shared file structures.

· Delivered local and remote Tier 1 IT support for hardware and software to clients.

· Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.