Conni Falcetta

About Conni Falcetta

IT professional with 10+ years of experience in Desktop Support, Application Support, Identity Access Management and Asset Management.

Experience

1. IT Support Technician Ii

   LEARFIELD

   Aug 2024 — Present · Plano, TX, US

   Act as escalation point for technician I\'s for incidents or service requests that require advanced troubleshooting or understanding of the technician environment.Train customer team and maintain knowledgebase with customer and company requirements.Field incoming requests from end users for assistance via both telephone and e-mail in a courteous manner.Prioritize and schedule problems. Escalate problems (when required) to the appropriate department.Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform fixes and maintenance at the desktop level; including installing and upgrading software, installing, and upgrading of computer hardware and peripherals, ensuring backup, antivirus and updates are functioning, and configuring systems and applications when required.Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved and follow up with the customer.Assist with inventory management.And other assigned duties as needed for the success of the organization.Ability to follow all company policies and procedures.

Education

• The University of Texas at Arlington

  Chemistry

• Dallas College

  PC Support

  2018 — 2018

• DeVry University

  Network Administration

Skills

• Enterprise Software
• Hardware Installation
• Iphone Support
• Sharepoint
• Training
• Technical Documentation
• Software Documentation
• Software Troubleshooting
• Business Process Improvement
• Computer Hardware
• Desktop Application Support
• System Administration
• Virtual Private Network (Vpn)
• Technical Support
• Application Support
• Technical Writing
• Software Installation
• Help Desk Support
• Customer Service
• Remote Desktop
• Computer Security
• Remote Access
• Network Hardware
• Windows Remote Desktop
• Hardware Support
• Windows
• Outage Management
• Troubleshooting
• Servers
• Active Directory
• Windows Server
• Microsoft Office
• Remote User Support