Todd Nicholas

• Identified and resolved problems through root cause analysis and research.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Take over tickets for tier 1 and 2 helpdesk to diagnose and fix more advanced issues.
• Re-imaged laptops with Bright Spring software.

· Answer calls and respond to tickets in the order that they are received.

· Help clients with the issues that they are having with work laptops, Desktops, passwords, and printers.

· Make sure that the clients get the upgrades to their work equipment after approval from their managers

· We also go to clients if their needs are not met after doing over the phone troubleshooting.

· Set up new laptops, phones, and equipment for new hires as well as creating Active directory accounts, office 365 accounts, shared drive access, software permissions, and map their printers.

· Troubleshoot network connections, remote desktop connections, VIOP IP desk phones, and cell phones.

· Do follow ups with clients and close tickets after the issues have been resolved.

• Inspect Nokia control boards for corrosion, liquid damage and customer damage.
• Format and update firmware on on customer products.
• Test Nokia Flexi MultiRadio 10 Base Station modules.
• Send damaged product to offsite repair.

• In charge of effectively leading around 30 workers as they receive laptops from students for home schooling, repair, paint, re-image, clean and ready the completed laptops for first shift to ship back out to students.
• I'm responsible for making sure everyone stays on task and move people around when needed.
• I also help out with HP laptop bios, and have a high attention to detail as laptops need to be in pristine condition when going out.
• Experience repairing HP laptops, swapping hard drives for SSD, replacing LCD screens, and replace the outer casing when needed. Use excel for reports, PKMS for shipping and Warehouse Management Systems to track inventory.

• Supervise one to twenty people throughout ten to twelve hour shifts
• Distribute pick tickets to all employees per zone
• Confirm that work has been completed in a timely manner by service level
• Check employees work for quality
• Notify management for any escalated issues
• Clean tower at end of the night
  
• Team member of the month recognition yearly
• Communicate to employees having problems following process
• Use excel to search for orders that are needed to ship for my area
• Ship required daily orders by service level
• Adjust damaged inventory out of PKMS.
• Adjust any back orders for inventory

• Pick product from location provided on the pick ticket
• Double check quantity
• Work as efficiently and quickly as possible per shift
• Maintain clean work space
• Follow instruction with sense of urgency
• At close of night return any miss picked items to proper location

• Operated a bindery machine producing CD and DVD inserts
• Checked printed materials for quality
• Disposed of inaccurate inserts
• Multi-tasked to keep all assigned projects running effectively and efficiently
  
• Successfully completed monthly safety training sessions
• Used a standing forklift to dispose of paper waste
  
  

• Cash register operation
• Starting fuel pumps for customers
• Store cleaning
• Coffee making
• Stock product
• Provide excellent customer service