Olivia Wilson

• Provide onsite and remote technical support for hardware, software, operating systems and enterprise applications in a fast-paced corporate environment.
• Diagnose and resolve technical issues by analyzing symptoms, identifying root causes, and implementing effective solutions to minimize business disruption.
• Manage support requests through the ServiceNow ticketing system, ensuring timely resolution and accurate documentation of troubleshooting activities.
• Support user account management, device deployments, software installations, system upgrades and equipment replacements.
• Collaborate with cross-functional IT teams to escalate and resolve complex technical issues impacting end users and business operations.
• Maintain detailed records of incidents, resolutions and system changes to support knowledge sharing and service continuity.
• Deliver exceptional customer service while communicating technical information to users with varying levels of technical knowledge.

Provided L1 and L2 technical support for desktops, laptops, peripherals and enterprise software applications.

• Resolved user-reported incidents and service requests, ensuring high customer satisfaction and adherence to service expectations.
• Troubleshoot hardware, software, network connectivity, and account access issues to restore functionality and minimize downtime.
• Performed workstation deployments, equipment replacements, imaging, software installations, and device configuration activities.
• Documented support activities and recurring issues in ticketing system to enhance recordkeeping and facilitate knowledge sharing.
• Collaborated with team members and IT groups to resolve escalated issues and advance ongoing technology initiatives.
• Maintained inventory of IT assets and equipment while supporting lifecycle management activities for end-user devices.
• Promoted to System Engineer following demonstrated success supporting end users and resolving technical issues within the enterprise environment.