Summary
Work History
Education
Skills
Certifications
Hobbies
Generic
Solomon Clonts

Solomon Clonts

IT Process Lead
Potsdam,NY

Summary

Forward-thinking innovative self starter offering 3 years of experience working in IT. Training in CyberSecurity with extensive soft skills and history of proactivity. Dedicated to solution-oriented problem-solving.

Work History

IT Process Lead

Capgemini US
03.2023 - Current
  • Provide level I & II support through telephony assistance (Jabber) while adhering to strict SLAs, recognizing problems in order to research, isolate and recommend resolution steps; follow up with senior management to ensure timely resolution
  • Assisting with the configuration testing and documentation of the systems as instructed in the project outline and scope, troubleshooting and resolving technical problems while documenting all support cases, field reports and updates in appropriate databases
  • Conduct Investigation and recreation and provide notification of critical technical challenges
  • Provide lab support and participate in pre-distribution launches and beta tests
  • Experience with Service Now, Jabber, Oracle Service Cloud(OSvC), and Azure Virtual Desktop(AVD)

Client Technical Support III

SoFi
06.2022 - 11.2022
  • Provided hands-on support to 1500+ end-users for a wide array of technical requests tracking tickets through Salesforce, FreshService and Jira,
  • Troubleshooting hardware and software errors by running diagnostics and documenting problems and resolutions
  • Maintain and facilitate the use of KB articles (create, update, and review content, work to improve the system and promote its use)
  • Experience in Citrix/RDS environments as well as utilizing software such as VMware, G -Analytics and Splunk
  • Created user accounts and assigned permissions using Zero trust and least privilege principles

IT Software Support Technician

Xplor Technologies
Draper, UT
01.2022 - 06.2022
  • Resolved critical software issues during peak business hours via VOIP and RDP, ensuring minimal disruption to operations while maintaining high levels of customer service.
  • Resolved hardware issues for computers, printers and scanners for a fleet of over 1,500 endpoints, minimizing equipment downtime and maximizing productivity for end-users.
  • Streamlined support processes by documenting and updating troubleshooting procedures,
    improving response times and customer satisfaction.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.

Education

Bachelors - Information Technology

Western Governors University
Remote
01.2024

GED -

Dixie State University
Saint George, UT
01.2016

Skills

  • Project Management
  • Help Desk Support
  • Issue Resolution
  • Security Standards
  • Helpdesk Administration
  • Tracking and Documentation
  • Hardware and Software Installation
  • MS Office Suite, Hubspot, Microsoft Dynamics, Aloware, Excel, Homebase, Salesforce, Citrix, RDS tools, Jira, G-Analytics, Splunk, VMware, VCC, Service Now, Oracle Service Cloud

Certifications

Certified Ethical Hacking (CEH) - Currently Studying

Security+ SY0-601 - Currently Studying

Hobbies

Bodybuilding/Powerlifting, ARPGs, Urban Exploring

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Solomon ClontsIT Process Lead