With almost 25 years’ experience in the IT industry I have been involved in almost every aspect of it. I have done break fix to service desk, sales to deployment, business development to customer service, educational institutions to government institutions and retail to cooperate clients.
Through my career I have worked in retail stores performing sales and service duties. I worked on the rollout of over 30 new schools deploying thousands of PC, servers, printers, scanners, and projectors. My helpdesk experiences come from working national accounts to local clients using Tivoli, Remedy, Redmine and others ticketing systems. The support I provided ranged from desktops application, password resets, printing issues and basic server issues. As a field technician I have worked on desktop, laptops, printers, servers, AMT’s, phone system, POS systems and specialty equipment. I have developed and taught IT courses in a post-secondary intuition as well as instructing users on how to use their installed technology.
Over the years I have come to know that technology breaks down, with or without the end users help. To this I believe that a technician must be part computer fix-it guy and part customer service. You need to be able to work with the end-user when they are frustrated with their issue. They may not be happy that the system is broke but should be happy with your effort to fix it.
Through my career I have worked in retail stores performing sales and service duties. I worked on the rollout of over 30 new schools deploying thousands of PC, servers, printers, scanners, and projectors. My helpdesk experiences come from working national accounts to local clients using Tivoli, Remedy, Redmine and others ticketing systems. The support I provided ranged from desktops application, password resets, printing issues and basic server issues. As a field technician I have worked on desktop, laptops, printers, servers, AMT’s, phone system, POS systems and specialty equipment. I have developed and taught IT courses in a post-secondary intuition as well as instructing users on how to use their installed technology.
Over the years I have come to know that technology breaks down, with or without the end users help. To this I believe that a technician must be part computer fix-it guy and part customer service. You need to be able to work with the end-user when they are frustrated with their issue. They may not be happy that the system is broke but should be happy with your effort to fix it.