Marsha Harshaw

Responsibilities:

• Administered top-tier assistance for PC and LAN-related challenges.
• Addressed and solved technical issues related to hardware, software, networks.
• Ensured compliance with BCP, quality, security, and compliance requirements.
• Assessed how different technical solutions influenced the overall systems.

Key Responsibilities:

• Provided technical support for desktop, laptop, and peripheral hardware, software, applications, and operating systems.
• Utilized specified systems and diagnostic tools to troubleshoot and resolve issues for individual users.
• Documented and completed work orders, move/add/change requests, software deployments, installations, repairs, and preventive maintenance.
• Assisted in the installation and configuration of voice and data equipment.
• Delivered training and technical assistance to users.
• Participated in the testing, implementation, maintenance, and control of PC/LAN systems.
• Ensured compliance with BCP, quality, security, and compliance requirements.
• Analyzed the impact of technical alternatives on the systems environment.
• Assisted in testing the business continuation plan.

• Provided technical support, guidance, and training to less-experienced Technical Service Specialists.
• Directed the workflow of the department and assisted the manager with hiring, mentoring, coaching, and performance management.
• Led problem resolution efforts for highly complex and severe issues related to supported applications and hardware/software products.
• Consulted with vendors and other systems support units to identify and resolve complex client problems.
• Alerted and guided clients and team members when major problems were suspected, providing recommendations and estimated resolution times.
• Participated in analyzing trends and client-identified issues to develop new department procedures, standards, or systems.
• Evaluated the effectiveness of new utilities and tools.
• Collaborated on project work at the department and enterprise levels.