Nicholas Wang

• Provided technical support to end-users and resolved hardware and software issues.
• Managed and troubleshot user accounts, email systems, and access permissions.
• Proficiently responded to help desk tickets with timely solutions.

· Integration support including access to Citrix VDI environments and Receiver installation support.

· Support of connectivity to Citrix VDI (Virtual Desktop Infrastructure) including provisioning and troubleshooting access issues.

· Install, upgrade, support and troubleshoot Windows 7, Windows 10, MAC OS, and any other authorized desktop application (including Office 2016, and 2013).

· Support of O365 applications including Outlook, Teams, Skype, etc.

· Install, upgrade, support and troubleshoot printers, computer hardware, and any other authorized peripheral equipment including company owned mobile devices.

· Perform general preventative maintenance tasks on computers, printers, and any other authorized peripheral equipment.

· Perform remedial repairs on computers, printers, mobile devices, and any other authorized peripheral equipment.

· Responsible for monitoring, operating, managing, troubleshooting, and restoring service to workstations that have authorized access to the network.

· Work with vendor support contacts on mobility and audio visual issues.

· Escalate issues and involve experts whenever required in order to resolve issues as quickly as possible following established procedures.

• Supported executive team with technical needs and project status updates.
• Oversaw the configuration and maintenance of equipment and software for employees.
• Acted as the escalation point for all helpdesk-related tasks and customer issues.

• Consistently recognized for exceptional customer service and problem-solving skills.
• Participated in team initiatives that enhanced customer relations and service delivery.
• Built and maintained strong relationships with customers through exceptional service.