Sheldon Riley

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Upgraded and optimized workstation technology, improving efficiency and user experience for returning staff
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

● Excelled in managing high-pressure, dynamic situations with exceptional proficiency and composure, ensuring effective decision-making and operational success
● Extensive expertise in diverse military operational protocols
● Exhibited aptitude in comprehending and executing verbal and written directives
● Displayed innovative problem-solving skills, effectively addressing complex challenges with creative and strategic solutions

● Providing Tier 1-3 technical support to 300+ instructors, staff, and students, maintaining a 95% resolution rate for common issues
● Provided dedicated desktop support for windows 10,11, office 360, and macOS devices in an enterprise environment.
● Maintained and repaired classroom AV equipment including projectors, Smartboards, smart TVs, printers, and copiers
● Imaging, configured, and deployed laptops for new hire using standardized setup procedures

● Diagnose and resolve hardware and software issues using advanced troubleshooting techniques and diagnostic tests
● Efficiently repair 30+ hardware issues a week on a wide range of devices including desktops, laptops, printers and point of sales devices
● Deliver outstanding customer service by clearly communicating technical information and effectively resolving issues
● Documenting all repairs and service activities in ticketing system meticulously and proficiently

● Conducted comprehensive diagnostics to identify and repair device malfunctions
● Graded devices based on physical and software condition
● Successfully repaired both internal and external components of iPhones, Samsungs and tablets.

• Repaired and tested electronic circuit boards, wiring and components.