SENECA HAGER
FARMINGTON,PA
Summary
A seasoned IT professional with a proven track record at Ford Office Technologies, adept in managing complex IT projects and leading helpdesk and field support teams. Excelled in maintaining client/vendor relationships and implementing ticketing systems like Kaseya, Zoho and Jira. Known for exceptional project management skills and a commitment to delivering top-tier end-user support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Helpdesk Manager
Ford Office Technologies
09.2022 - Current
- Used ticketing systems Kaseya and Jira to manage and process support actions and requests.
- Conducted meetings with clients and vendors in managing projects
- Coordinated team members for tickets and projects to clients needs
- Provided Tier 1 IT support to non-technical internal and external users through desk side support services.
- Participated in ongoing professional development opportunities to stay current with industry best practices.
- Compiled and accurately entered data for each customer encounter to record in system.
- Managed help desk and field support teams, consisting of 20 team mmembers and conducted performance evaluations.
IT Technician
Fayette County Career and Technical Insititute
01.2022 - 08.2022
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
IT Support Specialist
Nemacolin Woodlands Resort
06.2020 - 10.2021
- Worked with vendors to coordinate projects and resole IT issues
- Created help desk tickets, troubleshot and resolved desktop/server issues.
- Delivered onsite technical support for over 900 team members.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
Associate of Applied Science - Network Administration And Security
Laurel Business Institute
Uniontown, PA09-2022
Degree In Information Technology - Information Technology
Fayette County Career And Technical Insititute
Uniontown, PA06-2020
Skills
- Maintaining client and vendor relationships
- Detailed reporting and documentation
- End-user support
- Ticketing system proficiency
- Remote/Onsite Support
- System implementation
- Helpdesk support coordination
- Team building
- Project Management
Certification
- Comptia A+
- Testout PC Pro
Timeline
IT Helpdesk Manager
Ford Office Technologies
09.2022 - Current
IT Technician
Fayette County Career and Technical Insititute
01.2022 - 08.2022
IT Support Specialist
Nemacolin Woodlands Resort
06.2020 - 10.2021
Associate of Applied Science - Network Administration And Security
Laurel Business Institute
Degree In Information Technology - Information Technology
Fayette County Career And Technical Insititute
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