Gregory Hagan

Experience

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  Geek Squad

  Aug 2006 - Oct 2012

  Counter Intelligence Agent

  Dell and HP vendor-certified technician. Subject Matter Expert (SME) for HP and Dell desktops.Diagnosed customer computers and conducted root cause analysis.Installed components and verified unit was operational. Documented all parts installed and any testing that was completed on the PC.

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  DuPont

  Oct 2012 - Dec 2014

  IT Specialist

  Maintain/Manage operating systems and other equipment including PBX phone system. Troubleshoot/resolve escalated issues from Helpdesk via PQR system.Support end-user computers and devices for our 100+ user group in a fast-paced support environment.Maintain/Oversee daily back-up operations, ensuring all required file systems and system data are successfully backed up as required and stored off-site in secure storage.Created and maintain IT specific SharePoint site on Intranet. Publish monthly IT tips/watch-outs newsletter for end-users at work (which they can also use at home). Show less

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  Advanced Systems, Inc. contracted through Robert Half

  Dec 2014 - Feb 2016

  Customer Service Associate

  Service printers, copiers, and remote access network to resolve client issues.http://www.asiowa.com/

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  Compucom Institute of Information Technology and Management

  Apr 2016 - now

  IT Service Desk Technician

  • Support and maintain effective relationships with end users (by phone, email and chat) with timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction.• Creating incident and request tickets using ServiceNow software and referencing the Knowledge Base to facilitate solutions.• Advise and assist users in solving problems related to hardware, software, network and peripherals using available technology. Examples include: resetting passwords, clearing printer queues, SAP requests, software pushes using ADMT/SCCM tool, Outlook, Concur and more. Show less