BradInformation Technology

Background

Customer-focused with over 6 years Help Desk experience providing face-to-face, telephone, online PC/Client/Server support and training for small to large size businesses including international customers with excellent communication and diagnostic skills and the ability to identify problems quickly and proactively. Well experienced with explaining complex technical problems to users of varying technical understanding.

Skills and expertise

Customer Service, Troubleshooting & Issue resolution, Software & Hardware problems, Hardware components, Home & Office networking, Upgrades & Patches, Phone & Remote support, Training & Documentation, Incident Management Systems, Microsoft Platforms & Software, Monitoring & Reporting out of systems, software role out/SOE, POS Knowledge, MAC OSX Knowledge, Web design & maintenance, Antivirus, Scanners, SQL, Mobile Phones, Mac OSX, Windows, XML integration, Customer Interfaces.

Services offered

Business development

  • Direct & manage business & customer interfaces from beginning to end
  • Understand the business issues/or needs and data challenges of the client’s industry
  • Define project scope, goals and deliverables that support business goals
  • Plan, setup & create interfaces with existing tools, software & technology to meet project requirements
  • Understand any technical designs & specifications
  • Delegate tasks & responsibilities to appropriate personnel
  • Identify issues and resolve conflicts with staff & customers
  • Develop and deliver progress reports, proposals, requirements documentation, and presentations
  • Build, develop, and grow any business relationships vital to the success of the project & business
  • Develop & generate reports to meet the needs of the business using various tools (e.g. SQL Reporting Services, SQL Queries)
  • Handling of various data file formats, (CSV, XLS, XML)
  • Managing network operations & troubleshooting connectivity problems; installing & maintaining routers; adding/disabling users; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status; performing backups and restoring data
  • Identifying and resolving problems related to network infrastructure, hardware components, operating systems, business software and office productivity applications
  • Managing the administration and maintenance of computer stations and software for company training programs and provide additional support if necessary
  • Providing training in systems use and access
  • Providing assistance in testing new equipment and system
  • Ensuring IT systems are robust and minimal downtime occurs
  • Increasing the IT literacy of all employees
  • Ensuring the IT systems are secure
  • Managing troubleshooting, systems backups, archiving, and disaster recovery and providing expert support when necessary
  • Managing all help desk activities at the regional level

IT management

  • Managing network operations & troubleshooting connectivity problems; installing & maintaining routers; adding/disabling users; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status; performing backups and restoring data
  • Identifying and resolving problems related to network infrastructure, hardware components, operating systems, business software and office productivity applications
  • Managing the administration and maintenance of computer stations and software for company training programs and provide additional support if necessary
  • Providing training in systems use and access
  • Providing assistance in testing new equipment and system
  • Ensuring IT systems are robust and minimal downtime occurs
  • Increasing the IT literacy of all employees
  • Ensuring the IT systems are secure
  • Managing troubleshooting, systems backups, archiving, and disaster recovery and providing expert support when necessary
  • Managing all help desk activities at the regional level