Nathan Lynch

Prev. contract with Computacenter: July 2023 - May 2026

Contract renewed with Allied Digital LLC: May 2026 - July 2026

• Configured and deployed devices for office and production use, including: laptops, desktops, iPhones, TC52 Android scanners, Advantech Windows tablets, Panasonic Windows tablets, and Lexmark printers.
• Utilized internal software and weblinks for monitoring, troubleshooting, and communicating production line conditions to end-users and management.
• Executed hardware and software installations for end-users following completion of approval processes.
• Provided technical support for office and production floor end-users via phone or in-person.
• Collaborated with various teams to resolve minor and major incident topics on the production floor.
• Contributed to documentation and instructions for in-house software for fellow technician use.
• Assisted with shift coverages during staff shortages and PTO, including being a stand-in shift lead.

• Completed all product builds within assigned quotas to meet operational deadlines.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Ensured proper escalation of issues to skilled technicians to facilitate quick solutions.
• Access software updates, drivers, knowledge base resources on the Internet/Intranet to aid in problem resolution.
• Record, track and document the build process and issue through ServiceNow ticket system.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure the problem has been adequately resolved.
• Reinforced service-level agreements to align end-user expectations with available support.
• Alerted management about emerging incident trends to enhance response strategies.
• Build and image computers according to company standards.

• Remote troubleshooting of software and hardware problems with callers across various MUSC campuses, in South Carolina.
• Documented caller information and detailed issue descriptions in ServiceNow ticketing system to ensure accurate tracking and resolution.
• Escalate tickets to appropriate teams if Service Desk level troubleshooting does not resolve the issue(s).
• Troubleshot proprietary health care software (Epic, RightFax, etc.) to resolve user issues effectively.
• Daily use of ServiceNow, Outlook, Teams, Citrix Workspace, Citrix Director, Dameware remote software, Forefront Identity Management, Active Directory, Virtual Machines.
• Utilizing Dameware remote software to remotely into troubled machines.
• Utilizing Active Directory to add users to appropriate AD Groups, for access to specific programs and tools inside of the MUSC environment. Additionally, using AD to verify ownership of Distribution and Security Groups and verifying the active status of users' accounts.
• Pushed hospital programs to users' accounts using remote software.
• Guided users in setting up personal and corporate phones with Two Factor authentication, Intune Company Portal, Outlook, and additional applications for secure access.

• Hardware replacement and repair for Lenovo PCs and laptops for business solutions.
• IBM Server hardware Installations and rack building.
• Executed warranty services for Lenovo hardware to ensure optimal functionality and customer satisfaction.
• Executed installation, replacement, and routine maintenance of Lexmark printers, ensuring operational reliability and customer satisfaction.
• Performed part replacements and setup for USPS stamp kiosks, facilitating efficient transaction processes.