User details
GT
GT
George Turner
@george_turner_7lkrve4mm
ITS Technician
North Charleston, SC, United States
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Member since: Jan 22, 2025Adept at driving IT solutions, I excelled at Nordic Global by mastering technical proficiencies and delivering unparalleled customer service. My leadership at FEMA streamlined help desk operations, enhancing user satisfaction. With a 75% billable ratio at Canty Technology, my blend of technical expertise and mentorship significantly improved service quality and operational efficiency. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
• Provided quick resolutions and excellent customer service.
• Supported and troubleshot various technologies and software, including using PowerShell and Command Prompt commands in cases where the OS was not available, Epic, Cerner, Windows 10/1 1 , Microsoft Office Suite, network and VPN connectivity, Citrix, and Mobile Device Management.
• Served as an internal escalation point for IT Service Desk Agents, resolving complex end-user issues.
• Responded to end users with an analysis of their IT needs through qualifying questions, and remote diagnostics.
• Managed end-user contacts and IT issues via phone, voicemail, chat, and email.
• Functioned as a single point of contact for problems referred by other individuals, ensuring proper documentation, and escalation as needed.
• Accurately document requests and incidents in relevant ticketing systems.
• Provided information on IT products and services to end users and maintained technical documentation.
• Trained and mentored IT Service Desk Agents and served as a resource for team members.
• Adhered to policies and procedures, including HIPAA compliance, and client notification expectations.
• Attended daily management safety meetings and participated in team meetings.
• Collaborated with executive leadership on technical issues, including computing, presentations, and virtual meetings.
• Handled IT purchasing needs and inventory management for the hospital.
• Successfully managed a multi-tiered help desk, overseeing incident management and request fulfillment while ensuring timely resolution and user satisfaction.
• Conducted in-depth research and analysis to maximize system uptime, and deliver high-quality support services.
• Developed and maintained comprehensive guides, job aids, and standard operating procedures, enhancing operational consistency and customer satisfaction.
• Leveraged Confluence to streamline knowledge sharing and improve resource accessibility, boosting team efficiency.
• Partnered with product owners to prioritize issues and align development efforts with user needs, bridging technical and business objectives.
• Maintained end-user devices for over 150 clients and supported a user base exceeding 32,000 individuals, ensuring seamless device performance.
• Trained and mentored new staff, delivering ongoing education on processes and procedures to maintain a skilled workforce.
• Consistently achieved and sustained a 75% billable ratio, demonstrating a strong focus on productivity and profitability.
• Collaborated with cross-functional departments to address and resolve high-visibility, complex issues with precision and timeliness.
• Provided supervisors with accurate reports and metrics, facilitating data-driven decisions, and continuous improvement in service quality.
• Installed and troubleshot hardware for over 1,300 end users, including Mac and Windows laptops in a dynamic enterprise environment.
• Managed WSUS updates, conducted thorough patch testing, and implemented updates to maintain robust device security.
• Developed and maintained a comprehensive knowledge base, ensuring accurate and consistent guidance for customers and team members.
• Administered V3 VDI software for offsite contractors, and provided tailored training to optimize their use of end user equipment.
• Demonstrated a commitment to excellence in service delivery through proactive support and clear communication.