Gary Knecht

Experience

• 

  Apple

  Jun 2013 - Aug 2015

  Senior Advisor

  • Delivered superior customer service and support to customers, provided technical support across various web help, utilized remote desktop support, assisted with application support, implementation of both technical and nontechnical skill, sustained positive attitude and empathized with customers, and resolved customer issues with one-call resolution experience.• Used coordination and planning skills to achieve results according to schedule.• Handled 30 to 40 calls per day to address customer inquiries and concerns.• Increased customer satisfaction by resolving issues. Show less

• 

  CompuCom

  Oct 2016 - Apr 2018

  Desktop Support
• 

  GE

  Oct 2016 - Apr 2018

  Desktop Operations Team Lead via compucom

  • Supervised and managed core team of 12 to diagnose system hardware, O/S, and application issues and implemented corrective actions and end-user training.• Worked in IT lounge environment supporting 1,000-plus corporate users. • Assembled, installed, upgraded, and configured new computing systems, including hardware, software, and applications in Apple and Microsoft environment.• Resolved wireless connectivity issues.• Administered and maintained user and system accounts in Active Directory.• Supported local and remote users effectively by phone.• Documented, tracked, and monitored issues and activities to ensure resolution for root cause analysis.• Opened trouble tickets for end users reporting various problems in ServiceNow.• Used coordination and planning skills to achieve results according to schedule.• Learned new skills and applied to daily tasks to improve efficiency and productivity. Show less

• 

  Connection

  Oct 2018 - Apr 2019

  It Inventory Assets Technician

  • Worked to collect and assign new assets, take in old machines, and secure and dispose accordingly.• Ensured migration went smoothly, updated asset database, and managed shipping and receiving.• Maintained energy and enthusiasm in fast-paced environment.• Developed and maintained courteous and effective working relationships.

• 

  Parachute Technology

  Apr 2019 - Apr 2021

  Service Desk Engineer

  • Assisted with computer setups. Received computer shipments and identified proper users.• Unboxed and performed initial setups on computer and installed remote agent.• Completed setup of computer for end user following all 75 client's respective documentation.• Boxed computer to prepare to ship to client.• Traveled onsite in East Bay to install computer (two to three times per month).• Owned user onboarding/offboarding and computer setup documentation. Participated in new client onboarding project to create all documentation for user on/offboarding and computer setup process steps.• Updated process documentation for legacy clients as needed.• Drove standardization throughout company’s process. Managed documentation.• Created form for client (using internal template) used for requests moving forward.• Monitored inbound email ticket queue on as-needed basis. • Identified priority level of ticket, updated ticket header information, and scheduled ticket.• Tracked and monitored tickets in other ticket statuses, including “re-dispatch” and/or “client responded,” and scheduled to appropriate engineer as needed.• Assisted with break-fix tickets on service desk. Resolved client-generated IT requests by phone and email.• Answered inbound client phone calls.• Performed standard application and computer troubleshooting.• Updated ticket notes and time entry in live time.• Created help desk tickets and troubleshot and resolved desktop issues.• Answered questions and provided information to customers on new software and hardware.• Planned, organized, and managed work to accomplish consistent work within organizational standards. Show less

• 

  Liongard

  Apr 2021 - Jun 2022

  • Acted as onboarding and implementation specialist supporting 350 manage service providers.• Provided and facilitated support for 1100 partners via chat support and conducted scheduled calls with partner to setup and get each up and running in timely, effective manner.• Understood SaaS software product, key components, and how users interacted accordingly. • Developed and implemented well-planned customer onboarding by following project plan.• Provided customer training and education on company products and services.• Created, managed, and tracked customer data using online tools.• Developed and maintained smooth and strong relationship with customers to increase loyalty and retention.• Assisted in improving customer documentation and support via knowledge base articles.• Recognized support case trends and brought each to attention of team.• Promoted software quality assurance. Helped develop and implement promotional strategies to drive business.• Led onboarding and implementation with all West Coast partners.• Worked with all partners to develop and maximize use of all tools.• Received rewards for teaching and leading within company.• Increased customer satisfaction by resolving issues.• Exceeded goals via effective task prioritization and great work ethic. Show less

  • Partner Success Engineer

    Apr 2021 - Jun 2022

  • Senior Engineer onboading specialist

    Apr 2021 - Jun 2022
• 

  ThreatLocker

  Sept 2022 - Jan 2023

  Sales Engineer
• 

  Superior Propane

  Mar 2023 - now

  Help Desk Technician