Paul Grant

Information Technology Support Specialist @Hollingsworth & Vose

West Groton, MA, US

Responded to user support tickets related to hardware, software, and networking issues, ensuring timely and effective resolutions.Provided step-by-step guidance to customers for installing applications and computer peripherals.Utilized targeted questioning to accurately diagnose technical problems and determine appropriate solutions.Performed remote troubleshooting and tested multiple pathways to identify and resolve system issues.Customized desktop applications to align with user-specific requirements and workflows.Documented technical issues, troubleshooting steps, and resolutions in support logs for future reference.Escalated unresolved problems to appropriate support teams and coordinated follow-up to ensure closure.Collected and reported customer feedback, including suggestions for product improvements.Contributed to the creation and maintenance of user-friendly technical documentation and manuals.Ensured ongoing user satisfaction by following up post-resolution to confirm system functionality.