Lindsay Kennedy

Circulation Technicians Inc

10.2007 - 11.2023

Trained and supported end-users with software, hardware, and network standards and use processes.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Used ticketing systems to manage and process support actions and requests.
Coached and trained end-users on functions, features and basic troubleshooting of software such as Citrix Workspace and Microsoft Office 365.
Documented support interactions for future reference.
Provided basic end-user troubleshooting and desktop support.
Installed, modified, and repaired software and hardware to resolve technical issues.
Provided on-call support for critical issues related to Windows OS, MyCallCloud Dialing Systems, and all Desktop peripherals.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Performed tests of functionality, security, and performance of different workstations and devices.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.