Maardu Linnavalitsus

- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks. - Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions. - Assisted in technical support process refinement to improve customer service and support. Documented repair processes and helped streamline procedures for future technical support actions. - Removed malware and viruses from laptops and desktop systems using specialized software. Configured new employee work stations consisting of hardware, software and peripheral devices. - Updated software versions with patches and new installations to close security loopholes and protect users. - Reviewed current hardware and software configurations and recommended modifications to increase system speed.

Maardu Linnavalitsus

- Observed system functioning and entered commands to test different areas of operations. Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns. - Devised incisive workarounds and resolutions for IT-related problems. Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks. - Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods. - Assisted customers with various types of technical issues via email, live chat and telephone. Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements. - Input customer service orders and tracked orders through to completion. - Utilized automated systems to manage and track customer inquiries through to completion. - Documented customer complaints and inquiries for use in technical documentation and bug tracking. - Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.

Maardu Linnavalitsus

- Upgraded laptops/desktops, improving speed and performance. - Installed, configured and set up PCs in stores for optimal operation and reporting. - Supported employees with advanced troubleshooting on helpdesk tickets. - Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware. - Organized repair and replacement of PC components and systems. - Installed over 8 motherboards, processors and graphics cards. - Backed up data each evening, helping alleviate lost information following malware incident. Updated and reconfigured existing and new computers with current software and operating systems. - Maintained inventory of IT supplies by checking and documenting levels regularly. - Proficient in network protocols, DHCP, DNS and SMPT. - Developed training materials, conducted webinars and authored wikis for user training and support use.