Lyth Dmour

• Help users via telephone to diagnose and triage problems.
• Maintain detailed records of daily support activities and resolutions.
• Improve user performance by providing training in hardware and software use.
• Monitor ticket queues using Service Now, Autotask
,& SysAid
• Provide end-user support for various applications, including Microsoft Office Suite.
• Monitoring quarantined and whitelisting/blacklisting emails. through Sophos
• Conduct remote troubleshooting sessions using tools like Datto & LogMeIn.
• Maintain inventory of all IT assets, including computers, monitors, keyboards, mice, cables, etc.
• Create user accounts and manage access permissions through Active Directory
• Install and configure desktop computers, laptops, peripherals, and mobile devices.
• Conduct On-Site assistance for various clients as needed
• Assist in P1/P2 Troubleshooting such as Internet Issues, Site Wide Outages, and Working with Vendors with Equipment Replacements

• Provided on-site technical support for Lexmark printers, POS systems, servers, and computers at major retailers.
• Executed timely Break/Fix services for clients including Home Depot and Lowe’s.
• Assisted in renovation projects for BMO Harris Bank and Concentra, enhancing operational efficiency.

• Provided exceptional support as a Service Desk Technician, addressing IT-related issues for clients including Enlivant, Formerra, and RUMC.
• Maintained an Average Handle Time (AHT) of under 7 minutes while assisting users in a professional manner.
• Achieved a 60% Incident Resolution Rate by effectively triaging complex issues to the appropriate teams.
• Developed proficiency in remote access software such as RDC, TeamViewer, and DameWare.

• Provided technical support to students, staff, and faculty for hardware and software issues.

• Resolved over 1700 help desk tickets, ensuring timely assistance and satisfaction.

• Managed the imaging and deployment of computers across campus, adhering to ITS policies.