Daniel Vick

Menlo Inc.
Kansas City, MO

IT Field TechnicianOct. 2019 - Present

• Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software.
• Respond to all service requests timely, keep customer fully updated, and ensure service call completions are documented accurately and with comprehensive details, as well as any parts / equipment used appropriately accounted for.
• Effectively diagnose and troubleshoot malfunction of computer or network devices, equipment, and systems in operation at any or all client locations. relating to user error, faulty hardware, or software/server/network issues.
• Analyze service request data for trends and recommend process improvements for ticketing system.
• Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
• Attend team Level 10 meetings and monthly meetings with administration.
• Use documentation, peers, and any other resources to resolve issue on initial contact.
• Build rapport and elicit problem details from customers; prioritize and escalate problems as appropriate.
• Actively monitor and report compliance with the customer service level agreements.
• Ship and receive broken devices for repair.
• Perform other duties as assigned.

Helpdesk Support AgentJul. 2017  - Oct. 2019

• Researched, diagnosed, troubleshot and identified resolutions to resolve user issues with computer hardware and software used in a classroom environment.
• Assisted users with issues regarding, smart boards, projectors, and other hardware used in a classroom environment.
• Accurately and professionally document all communication with customers and partners in case management system.
• Prepared and utilized test systems for replication of user issues.
• Added new users in active directory when required.
• Worked with SCCM to deploy software to computers on the network.

Perceptive SoftwareLenexa, KS

Technical Support EngineerOct. 2016 - Jul. 2017

• Researched, diagnosed, troubleshot and identified resolutions to resolve customer and partner issues related to application use, design and configuration.
• Proactively collaborated in a team environment with peers to assist in resolving customer and partner issues.
• Accurately and professionally document all communication with customers and partners in case management system.
• Prepared and utilized test systems for replication of user issues.

ISPN Lenexa, KS

eTech SpecialistSept. 2014 - Oct. 2016

• Timely and accurate assessment of PC issues.
• Remote computer repair including, but not limited to, OS repair, OS reinstall, printer setups, PC tune ups, virus and malware removal.
• Assisting users through setup of new computers via enterprise remote software.
• Assisting users with questions regarding various software including, but not limited to, Microsoft Office, various e-mail clients, etc.

Tier 2 Network TechnicianSept. 2011 - 2014

• Provided comprehensive technical support for dozens of client ISP's.
• Timely and Accurate troubleshooting of users issue.
• Answered users various questions regarding issues with their computer.
• Utilized a ticketing system for next tier escalations and support resolutions.
• Submitted requests for repair directly to the upper level repair teams when issue could not be resolved at my level.

Dollar Tree Stores Raytown, MO

Assistant Manager / Operations ManagerFeb. 2010 - Sept. 2011

• Assisted with the inventory of various departments.
• Guided customers to the appropriate department.
• Stocked and organized merchandise on shelves (including pricing of merchandise).
• Completed daily cleaning duties in the store and office.
• Scheduled office hours for other associates.
• Trained in Cash Handling and Nightly Deposits.

Software skills

Proficient in Microsoft Office (All Versions), E-mail Clients and Anti-Virus/Malware Software, JAMF 100 Certified, Mosyle MDM Administration, Papercut Administration

Technical Skills

Proficient the setup and configuration of Windows, Apple, Ubuntu, iOS and Android operating systems.

Orrick High School - Orrick, MO

• Graduated

 

Excelsior Springs Vo-Tech School - Excelsior Springs, MO

• 1 year of Electronics Course
• 1 year of Computer Aided Drafting (CAD)