Gainesville, Florida, United States
Hello, my name is Mark Bone. I am working as an IT Generalist 2 at the IFAS Animal Sciences College at the University of Florida. I have about 10 years of IT work experience. My current role I am working as an IT Generalist 2. I provide tier 2 and 3 level support. My previous position had a strong focus on customer service as all of the support is phone based through a Tier 1 call center. It was critical that customers felt heard and were satisfied with the troubleshooting and support I provided. Before that, I worked in an organization where I worked with many of the services that include, Exchange, Citrix, server imaging, Server Backups/restoration, support services for workstations, telecommunications, mobile devices, and VPNs among others.
Answer and resolve inbound technical calls to the Help Desk. Troubleshoot corporate applications with the use of Knowledge Base and assign issues to the appropriate support groups. Solve basic technical problems and escalate complex problems to next level analyst. Document accurate records of each support ticket using incident management tracking tool. Use remote control tools to assist end user
Monitor and work with ticketing system to provide prompt service. Prepare computers for deployment and decommission computers no longer in use. Verify remote locations, archive mail, and external mail are functional. Perform backup of EMR. Support users via on-call technical support. Educate users with support and training on hardware and company specific software. Create new user accounts and enable department specific permissions. Collaborate with IT technicians to implement new technology