Joseph Smith

• Improved customer satisfaction by promptly addressing and resolving technical issues.
• Assisted remotely with hardware set ups on laptops, printers, WiFi equipment from vendors.
• Remote desktop software on computers, X-ray machines and PIM servers connections.
• Helped customers reset passwords all the way up to resetting servers, and troubleshooting network issues.
• Increased first call resolution rates by providing

accurate and timely solutions to user inquiries.

• Developed strong working relationships with clients, providing exceptional customer service.
• Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
• Provided remote assistance to users, enabling quick resolution of off-site technical issues.

• Established best practices for desktop support specialists, fostering a culture of continuous improvement.
• Maintained detailed documentation on all resolved issues for future reference and knowledge sharing among the team members.
• Conducted thorough root cause analysis on recurring technical problems to identify long-term solutions.
• Improved response time to end-user requests by streamlining ticketing system processes.
• Enhanced system performance by implementing regular software updates and hardware maintenance.
• Managed inventory of IT equipment to ensure necessary tools were available when needed.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Configured hardware, devices, and software to set up work stations for employees.

• Coordinated efforts across multiple departments during large-scale system implementations or upgrades, ensuring seamless transitions and minimal disruption to business operations.
• Oversaw the creation of user accounts and access controls within company systems, maintaining appropriate levels of security while facilitating employee access to necessary resources.
• Conducted regular audits of IT systems, identifying areas for improvement and implementing necessary changes.
• Enhanced network security with the installation of firewalls, antivirus software, and encryption tools.
• Resolved technical issues promptly, providing timely support to end-users and minimizing productivity loss.