Gabriel Enderson

• Provide customer facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Executed break-fix, desk side support, data migration, and refresh tasks to ensure operational continuity.
• Oversaw the ticket queue, ensuring timely resolution and closure of tickets. Addressed end-user inquiries regarding ticket status with prompt follow-up.
• Managed ticket queue, resolved and closed tickets within defined service level agreement, and responded to end-user requests for updates on ticket status with timely follow-ups.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Conducted end-user support for security and compliance tasks, including access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

• Delivered onsite technical assistance to end users, resolving issues efficiently.
• Provided on-the-spot troubleshooting for technical issues.
• Delivered face-to-face technical help for user inquiries and problems.
• Supported local systems through installation, upgrades, and troubleshooting.
• Network peripherals, Printers, Copiers
• Telephone system
• Enterprise/Business Applications.
• Route help desk tickets to appropriate technicians or support groups
• Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
• Collaborated with team members to develop streamlined processes for desktop support services.
• Demonstrated commitment to continuous learning by attending industry conferences, workshops, and online courses to stay current on best practices in desktop support management.
• Maintained a high level of customer satisfaction by providing prompt and accurate technical assistance via phone, email, and remote desktop support tools.
• Continuously improved technical skills through self-directed learning, staying up-to-date with industry developments and best practices in desktop support.
• Streamlined processes and improved productivity with the implementation of effective desktop support tools and strategies.
• Improved end-user satisfaction by providing efficient desktop support and resolving technical issues.
• Developed comprehensive documentation on procedures, guidelines, and best practices for desktop support functions.
• Evaluated emerging technologies in the desktop support field, recommending potential improvements or upgrades as appropriate.
• Provided basic end-user troubleshooting and desktop support.
• Improved end-user satisfaction by providing timely and efficient L2 desktop support services.
• Improved end-user satisfaction with prompt and effective resolution of technical issues through remote desktop support tools.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Addressed end-user requests for updates on ticket status and ensured timely follow-up.
• The Support Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Resolve Level 1 and Level 2 clients' technical issues by determining the most effective approach, engaging in research and in-depth troubleshooting and consulting with system administrators when necessary.
• Performed end-user support tasks related to security and compliance, including access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
• Install, modify, and repair computer hardware and software, to include building, imaging, configuring, and deploying desktops and laptops.
• Resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other communication systems.
• Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
• Provided comprehensive support for IS products and services by addressing inquiries, troubleshooting issues, and instructing customers on software and hardware functionality while communicating policy.
• Work on Help Desk related projects as assigned by IS Help Desk Manager.

• Provide customer facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Executed break fix, desk side support, IMACDs, data migration, and refreshes to ensure continuous end-user functionality.
• Performs troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
• Provide onsite technical assistance to End Users.
• Perform onsite updates, Configuration changes, or Software installations.
• Perform troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
• The Desktop Support Tech's role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.
• Reviewed and approved operational quality of desktops, notebooks, printers, and associated peripherals (Windows 7, 10, and macOS); performed maintenance, imaging, and software deployment to optimize performance.

• Troubleshooting solutions related to hardware, software operating systems (OS), applications, and compatibility, as well as remote support for multiple technology devices and quick-thinking skills based on the situation that presents itself now.
• Assisted customers in identifying issues and clarified solutions to restore service and functionality efficiently. Activated accounts for clients interested in new services.
• Installed, modified, and repaired software and hardware to resolve technical issues, following up with clients to ensure customer satisfaction.
• Provided technical support for a diverse range of devices and platforms, resolving customer inquiries efficiently.
• Diagnosed software and hardware issues, implementing solutions to enhance user experience and satisfaction.
• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
• Documented support interactions for future reference.

expecting date of graduation

graduated