Robert Maine

Help Desk Specialist @United States Air Force

US

At J&M Legal Services Express, I serve as a dedicated Help Desk Specialist, tasked with providing technical support to over 150 users daily. I adeptly resolve software and hardware issues, ensuring minimal downtime and maintaining high levels of user satisfaction. Managing the network infrastructure supporting 200+ devices, I guarantee consistent connectivity and performance through vigilant monitoring and proactive maintenance. I conduct system maintenance and upgrades during off-peak hours, meticulously completing tasks within scheduled windows to avoid disruptions to operations. Administering the ticketing system, I track and prioritize over 300 service requests per week, ensuring timely resolution and adherence to SLAs. Delivering remote assistance to users across multiple locations, I resolve technical issues within an average of 2 hours, thereby enhancing productivity and reducing support costs. My implementation of data backup and recovery solutions safeguards critical information, ensuring business continuity with regular testing and updates. Additionally, I develop and maintain comprehensive documentation for IT procedures and user guides, facilitating knowledge sharing and reducing training time for new staff.