Richard Borge

• Evaluated 10 Tickets per week for Quality and Training purposes
• Worked with management to resolve Filed Escalations
• Provided Remote support through SCCM
• Patched software and installed new versions to eliminate security problems and protect data.
• Telecommuted with Microsoft Teams
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Coordinated with L2 and the engineering team to resolve ongoing issues.
• Analyzed and edited numerous knowledge base articles for accuracy, improved workflow, and consistency.
• Liaison role with Vendors to resolve Network and communications issues.
• Received multiple awards for maintaining a high level of customer satisfaction surveys.
  

• Application support for Home Depot stores.
• Ticket escalation via Sharepoint application.
• Knowledge base Article editing and creation.
  

• Resolved technical issues with websites and email using Linux Operating System.
• Fixed problems on server backend with Linux shell commands.
• Supported Word press, Email, and Cpanel

• Resolved internet connectivity and email issues.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Compiled and accurately entered data for each customer encounter to record in system.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Installed, modified and repaired software and hardware to resolve technical issues.

• Computer support consultant for the Mac OS and Windows.
• Hardware repair technician and system designer (building computers).
• Managed daily operations of IT Consulting organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.

• Marketed Apple computers and other products through the web and over the phone.
• Managed a team of "Jumpers" agents that would go to a remote location to repair Apple computer.
• Assigned the appropriate technician to meet the Clients needs.

• Supported end users and Apple service providers on both hardware and software issues.
• Handled escalations to the engineering team and implemented solutions.
• Supported all versions of the Mac OS
• Worked on Tier 2 help desk taking escalations from other agents.
• Continually expanded knowledge of Mac Computer product line.

• Supported Hp printers.
• Supported Apple computers.
• Worked as a mentor supporting other agents helping them with complex issues.