About

Experienced Support Technician with a strong background providing level one and level two technical support in enterprise environments. Skilled in troubleshooting hardware, software, mobile devices, and network access issues; administering user access, security tools, and business applications; and supporting onboarding, asset management, and documentation processes. Trusted to provide direct technical support to company executives while maintaining discretion, reliability, and adherence to organizational technology and security standards

Skills

  • English
    10

Experience

John McConnell

Work experience
  • December, 2022 - August, 2025
  • Fulltime
  • Serve as a primary point of contact for helpdesk requests, providing level one and level two
  • technical support with escalation as needed
  • Diagnose and resolve hardware and software issues involving desktops, laptops, printers, mobile
  • devices, and peripheral equipment
  • Install, configure, and troubleshoot operating systems, applications, and drivers, including
  • Windows systems and business productivity software
  • Support user onboarding and offboarding by setting up workstations, configuring user accounts,
  • issuing security badges, and coordinating equipment returns
  • Image new computers, perform basic hardware upgrades, and manage IT asset inventory
  • Assist users with basic network connectivity issues including wired connections, wireless access,
  • VPN, and remote connectivity
  • Administer mobile device access and support through Verizon MDM and AT&T; Office at Hand
  • platforms
  • Support endpoint security by administering access and responding to alerts through CrowdStrike
  • Falcon
  • Help maintain a proprietary SharePoint environment, including site structure and user permission
  • management
  • Provide light administration support for NetSuite and Adobe product and administration portals
  • Provide direct technical support to company executives as needed, ensuring timely resolution and
  • discretion
  • Provide technical assistance to users via phone, email, and in person
  • Maintain accurate documentation of support requests, resolutions, and system configurations
  • within the ticketing system

John McConnell

Work experience
  • Onsite Coordinator at   Layer 9
  • September, 2018 - August, 2022
  • Fulltime
  • Serve as primary line of support for an exclusive client with 5 sites and more
  • than 100 end users who are either onsite or remote
  • Create new accounts, issue rights, permissions and administer through
  • Active Directory, Hosted Exchange, Brivo badge system, Alarm.com, Practice
  • Management Software and cloud printing
  • Issue and configure security badges for specific roles and rights
  • Create specific groups, blackout dates, times, and schedules for badge
  • access to specific doors and sites
  • Serve as the primary point of contact working directly with company
  • contractors for internet, phones, copiers, etc..
  • Connect and configure new and existing network switches, routers, APs
  • Troubleshoot, monitor and configure devices in the Meraki dashboard
  • Configure, monitor, and install Meraki Systems Manager on iOS and Android
  • devices
  • Utilize Meraki dashboard for mobile device management
  • Monitor and troubleshoot cloud printing that integrates security badges, AD,
  • and Papercut virtual printing
  • Assess and optimize the performance of end-user IT systems and software
  • Resolve IT equipment and software issues
  • Resolve end user issues onsite, and or remotely, in an efficient manner.
  • Clearly communicate with end users via phone, email, etc.
  • Troubleshoot a wide array of issues, from OS to peripherals.
  • Document resolutions clearly, and update current documentation as needed.
  • Collaborate with team members for more complex issues.
  • Respond to and resolve or escalate security and networking incidents.
  • Understand and execute networking strategies
  • Adhere to service KPIs, including closed tickets per day, resolution time, and
  • customer satisfaction.

John McConnell

Education
  • April, 2012 - September, 2013
  • Fulltime
  • Curriculum & Instruction, ESL

John McConnell

Education
  • Electronic Media Production