IT Support Specialist/Customer Service

Installed, configured, troubleshot, repaired, and maintained Windows and Macintosh computers, servers, monitors, printers, scanners, projectors, and other peripheral equipment in a multi-vendor environment.

Supported network hardware, voice and data communications, VoIP systems, structured cabling, fiber backbones, distributed wiring closets, user accounts, passwords, email accounts, backups, home directories, and administrative applications. Managed Microsoft Intune, OneDrive, Active Directory, and Office 365 while providing user training, preventive maintenance, technical documentation, reports, and issue resolution.

Supported IT course development, content delivery, technical writing, network installation, CAT6 installation and capping, host network configuration, operating system installation, security updates, and user account management.

Dismantled and refurbished computers and manually examined, diagnosed, tested, and repaired computer hardware and peripheral components.

Performed scripted testing to isolate failures at the subassembly and component level, identified replacement components, and replaced failed parts to restore devices to working order.

Provided instructional and behavioral support to students with special needs in classroom and small-group settings.

Reinforced learning concepts, supported social skills development, and applied prescribed behavioral approaches to address disruptive behavior and improve student performance.

Provided academic support to high school students with disabilities in English, mathematics, science, and history.

Used positive reinforcement and behavioral management techniques and facilitated individualized sessions focused on cognitive development, language acquisition, social skills, and transition to mainstream learning environments.

Handled 30 to 40 customer inquiries and complaints per day using a ticketing system to triage and escalate calls when necessary, achieving approximately 95% customer satisfaction.

Documented customer interactions, created common questions and answers, contributed to a standardized Complaint Handling Work Manual, tracked customer experiences and market activities using Microsoft Office, and supported public relations crisis management.

Scheduled and coordinated meetings, appointments, and travel arrangements and managed travel and expense reports for the production manager and team.

Prepared documentation for ISO 9000 audits, supported Six Sigma process improvement, tracked expenses and capital expenditures, prepared monthly budget reports, managed vendors in SAP, and maintained confidentiality of company communications and documentation.

Supported project coordination, administrative operations, resource management, compliance and regulations, facility setup and operations, problem solving, and troubleshooting.

Provided administrative support, client and case management, compliance and record-keeping, coordination, communication, and project management assistance.

Created user manuals for new electronic devices using Adobe software and tested features of new software products.