Dwayne Glasgow

• Server Management, SQL installation and maintenance, resolved printer issues, anti-virus software updates, configured and maintained VMware, troubleshooted email issues.

• Active Directory, Software and Hardware installation and upgrades, ghosting or imaging workstations, cabling, running backups, closing tickets, email server client authentication, also adding users to the network, configured wired, wireless access points to connect printers that are not on the network, updating anti-virus software, troubleshooting POS or point of sales terminals, routers, and switches.

• As a contract position, my role was to troubleshoot various networking-related issues for clients due to their internet connectivity at home, also closed tickets in a timely manner.
• Resolved escalated helpdesk incidents involving desktop, network, and telecom connectivity issues.
• Administered ticket queues, prioritizing requests and maintaining consistent service levels.
• Troubleshot user access, password resets, and account provisioning across support platforms.

Imaged new workstations across facility offices, ensuring timely setup and support for clients with software-related issues.

• Supported help desk ticket queue, prioritizing incidents and maintaining accurate service documentation.

Provided technical support for Linksys products over the phone, assisting customers with routers, switches, wireless access points, print servers, and wired and wireless NIC cards.

• Diagnosed desktop, laptop, and peripheral issues using remote support tools
• Managed ticket queues, prioritized requests, and maintained accurate incident records