Samuel Doughty

• Created help desk tickets, troubleshot and resolved desktop issues.
• Delivered onsite technical support for Number employees.
• Used ticketing systems to manage and process support actions and requests.
• Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Answered questions and provided information to customers about new software or hardware.
• Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Assigned system permissions and set up computers to assist with onboarding new employees
• Managed backup and recovery of data assets to safeguard system availability.

• Investigated system issues and implemented resolutions to reduce downtime.
• Assessed project milestones and team performance to keep staff on-task.
• Organized system operating procedures to strengthen controls.
• Researched and adopted new technologies to add value to existing offerings.
• Optimized infrastructure performance with thorough analysis and implementation of necessary upgrades, ensuring smooth running of applications at peak times.
• Established a positive work culture within the technical team through transparent communication channels and motivational leadership tactics.
• Ensured data privacy compliance across all technical solutions by implementing industry-standard security measures and adhering to best practices.

Under executive direction, the purpose of the position is to of the City. Employees in this classification are responsible for providing technical support of network systems, applications, servers, desktop hardware and peripheral equipment, and Operating Systems City wide in processing automated data management functions. Performs responsible professional, technical duties with responsibility implementing and maintaining the City's technical infrastructure systems. Performs design and configuration functions as needed. General responsibilities include implementation of new and/or enhanced service offerings, adhering to policies and procedures to ensure the continued reliability and effectiveness of network and desktop systems, and providing technical support to City departments.

• Addressed and resolved basic incidents and requests; logs all incidents and requests; engages other IT Service Desk technicians or appropriate IT resources to resolve incidents that are beyond the scope of their ability or responsibility.

 Earned reputation for demonstrating excellent performance in identifying and resolving technical incidents pertaining to mechanical, hardware, and software components.

 Documented resolutions and updates self-help and staff knowledge bases.

 Coordinated with the internal project management brainstorming seminar to support efforts in delivering overall customer service experience.

 Maintained and protected confidentiality regarding all aspects of safety and employee information.

• Engaged in user support interactions via telephone, chat and email platforms.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.