Jack Sniderhan

• Provided Tier 2 technical support, assisting users with hardware, software, and account-related issues in real time.
• Manage and resolve complex incident tickets using ITIL-based incident management practices within SLA timeframes.
• Offer remote support to national and international users via remote tool (e.g., RDP, Dameware, Teams), ensuring timely resolution of technical issues across different time zones.
• Serve as an escalation point for Tier 2 issues, performing advanced troubleshooting on enterprise applications, Windows OS, Office 365, VPN, printers, and network connectivity.
• Coordinated with infrastructure, application, and security teams for issue resolution, escalations, and service restorations.
• Document issue resolutions, create knowledge base articles, and contribute to continuous improvements on procedures.
• Provided onboarding/offboarding support including account provisioning, hardware setup, and access management.

Previous experiences include roles with focus on customer service, operating in fast paced environments and exceptional delivery.

Wholesale Inc - Lot Technician 2018-2020

Ford Ice Center - Front Desk Supervisor 2016-2017