Adam Hickman

About Adam Hickman

Skilled and knowledgeable (18+ years) IT Technician with small companies to large…

Experience

1. Senior Vip C-level IT Support Services Engineer

   UCHealth

   Aug 2017 — Present

   Accomplishments-Streamlined support services and improved response times with 0 supervision-Provide white glove support for 80+ VIP C-Level users and 15+ VIP departments-Created workflow and documentations for backup support in my absence for demanding user base-Wrote scripts as needed to automate different aspects of position for myself and my team-Trial and vet software before releasing into production-Created onboarding procedures and training for VIPs-Upgraded/Migrated 200+ machines from Windows 7 to Windows 10 via SCCM imaging and patching. Responsibilities-Provide 24/7/365 direct internal \"white glove\" support to Chief Executives, VPs, Directors and their departments-Respond to advanced support requests in HEAT/ITSM-Interviews customer to determine nature and scope of the customer\'s issue, and the appropriate response to resolve their issues or requests in a timely manner-Serve as mentor to team members regarding customer service policies, procedures, and approach to resolutions-Open cases with vendors for resolution if I\'ve exhausted all of the possible troubleshooting-Office 365 support and education-SCCM experience and image deployment and patching solutions-Consultant for hardware and software upgrades based on scope of need in order to save departments money where possible-Diagnoses, resolves and closes advanced computer system and network connectivity issues according to service level guidelines. Promptly escalates issues to higher level technical support, management, or vendors when necessary-Documents and reports advanced customer inquiries regarding new or different functionalities-Provides advanced end-user computer system and network connectivity training-PC and Mac break/fix-Citrix and XenApp training-iPad/Android Tablet and iPhone and Android phone setup

Skills

• Spiceworks
• Windows
• Ios
• Unix
• Photoshop
• Dos Commands
• Wsus
• Documentation
• Firewalls
• Enterprise Vault
• Microsoft Exchange
• Kaspersky Antivirus
• Troubleshooting
• Excel
• Microsoft Excel
• Group Policy
• Wyse
• Onenote
• Css
• Social Media
• Microsoft Crm
• Html
• Microsoft Word
• Storage Area Network (San)
• Android
• Java
• Computer Hardware
• Sharepoint
• Powerpoint
• Operating Systems
• Technical Support
• Software Documentation
• Word
• Microsoft Server Technologies
• Networking
• Vmware Vsphere
• Active Directory
• Linux
• Internet Information Services (Iis)
• Outlook