James Oswald
Conroe,TX
Summary
Proven IT Technician with a track record of enhancing user support and incident resolution at McKesson. Specializes in Troubleshooting and Customer Service, significantly improving support efficiency through Knowledge-Based Article creation. Demonstrates expertise in ServiceNow and Remote Support, ensuring high levels of user satisfaction and operational excellence.
Overview
11
11
years of professional experience
Work History
Service Desk Representative
McKesson
09.2020 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Answered customer telephone calls promptly and appropriately handled needs.
IT Technician
Qualified Specialists
12.2013 - 05.2020
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Developed a Knowledge-Based Articles (KBA) system to streamline information sharing and improve support efficiency.
- Performed troubleshooting and repaired peripheral devices such as printers and scanners.
- Curated and refined company documents to meet specific client requirements, ensuring compliance and readiness for audits.
Education
Bachelor of Arts - History
Texas Tech University
Lubbock, TX05.2013
Skills
- Troubleshooting
- Customer Service
- AI Tool Knowledge
- Incident Management
- Remote Support
- Windows OS
- Networking
- Office 365
- ServiceNow
- PowerShell
- VPN
- Knowledge-Based Article Curation
Timeline
Service Desk Representative
McKesson
09.2020 - Current
IT Technician
Qualified Specialists
12.2013 - 05.2020
Bachelor of Arts - History
Texas Tech University
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