Thomas Comber

• 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.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Managed backup and recovery of data assets to safeguard system availability.
• Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
• Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
• Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.

• Streamlined helpdesk processes for faster response times to client inquiries.
• Leveraged strong communication skills to explain complex technical concepts in layman''s terms to non-technical stakeholders.
• Documented standard operating procedures for consistent technical support delivery across the organization.
• Trained new IT support staff, fostering a positive work environment and improved collaboration among team members.
• Improved customer satisfaction by promptly addressing and resolving IT issues.
• Provided after-hours support when necessary, demonstrating commitment to excellent customer service and responsiveness in critical situations.
• Contributed to the successful completion of major IT projects within stipulated deadlines by efficiently collaborating with team members.
• Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
• Performed root cause analysis of reported issues to enact corrections.

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Enhanced customer satisfaction by resolving technical issues promptly and accurately.
• Escalated unresolved problems to Tier 2 Technical Support Agents when necessary, resulting in timely resolutions and satisfied customers.
• Improved first call resolution rates through effective troubleshooting and issue resolution techniques.
• Provided comprehensive support for various software applications, improving user experience.