Summary
Overview
Work History
Education
Skills
Timeline
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DONALD E SNYDER, JR

Palmyra

Summary

Dynamic Tier II Client Support Team Lead at System One with expertise in advanced technical support and proactive problem-solving. Demonstrated proficiency in hardware/software troubleshooting and exceptional customer service. Recognized for improving team performance and leading successful incident management initiatives, ensuring seamless system integration and fostering collaboration and communication.

Overview

18
18
years of professional experience

Work History

Tier II Client Support/Infrastructure Analyst/Tier III Support/Advanced Support/Team Lead

System One
09.2007 - Current
  • Company Overview: Client Support Technicians are responsible for providing on-site advanced technical hardware and software support to users
  • Team Lead for Tier II Client Support Techs - overseeing day to day operations, delegating tasks, setting team goals, motivate team members, provide training needs, promote open communication between the team
  • Executive level deskside support of laptops, printers and mobile devices
  • Independent and proactive approach to resolving customer technical issues
  • Document and track each issue in Service Now and escalate issues that require more advanced research and troubleshooting
  • Assist employees with installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines
  • Ensure desktop computers interconnect seamlessly with diverse systems including validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
  • Work with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients
  • Interact with numerous computer platforms in a multi-layered client server environment
  • Test requested hardware and software to make sure it integrates into the infrastructure seamlessly
  • Research, troubleshoot and train Tier II CS techs on escalated technical issues
  • Create documentation for software installs
  • Provide weekly reports on SLA's, Incidents and special projects
  • Provided staff and users with assistance solving computer-related problems, such as malfunctions, and program problems
  • Consulted with management to ensure agreement on system principles
  • Recommended new equipment and software packages
  • Investigated incidents reported by users regarding service interruptions or application issues
  • Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Skilled at working independently and collaboratively in a team environment.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Installed and configured operating systems and applications.

Education

Associates Degree - Computer Networking Systems, Networking & PC Repair

ITT Technical Institute
01.2006

Skills

  • Certified in Dell/Lenovo Systems
  • Expertise in Microsoft 365
  • Asset Management Systems
  • Mobile Device Intune Configuration
  • Avecto Management
  • Enterprise Integration Testing
  • Collaborative Relationship Management
  • Service-Oriented Approach
  • Incident Management
  • IT Support Services
  • Optimized Resource Distribution
  • Effective Problem Resolution
  • Clear Communication
  • Cross-Functional Teamwork
  • Hardware Issue Resolution

Timeline

Tier II Client Support/Infrastructure Analyst/Tier III Support/Advanced Support/Team Lead

System One
09.2007 - Current

Associates Degree - Computer Networking Systems, Networking & PC Repair

ITT Technical Institute

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DONALD E SNYDER, JR