jacob kruger

* Assisted in deployed of new laptops/desktops to new users * Picked/Assisted pick up of old/unused equipment. * Performed basic maintenance for laptops and desktops (Hard drive replacements RAM upgrades, and WinXP and Win 7 re-installations) * Performed advanced repairs on Dell Desktops and Laptops ( laptop display replacement and CPU replacement) * Contacted PC vendors for procuring warranty replacement parts * Maintained PC/Laptop Storage Closet * Cloned PCs and Laptops for mass deployment using Norton Ghost * Assisted in adding new computers onto company domain * Removed Viruses from PC and laptop using Mcafee Anti-Virus

* Information Services * Answers help desk calls and responds to customer product inquires * Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process * Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation * Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately * Reset VPN access token via Blackshield and RSA admin application for Cisco Anyconnect * Install local or network printers via remote access tools PCanyconnect and Webex * Troubleshoot minor network connectivity issues with Internet Explorer 8, Internet Explorer 10, and Google Chrome * Adding New/Existing Computers to Network Domains.

* Pulled files to prepare for shipping * Scanning files into computer * Scanning new documents or files to the shelf * Reorganize files in order as requested by Purchaser

* Perform functions of Analyst Provide first level support for customers over telephone, email, chat etc * Resolve escalated tickets * Facilitate in Problem Management * Mentor New On-board Trainees * Report generation on trend analysis, Implements, or suggests best practices * Complies with and ensures compliance to regulatory requirements * Process Improvement.