Michael Harford

• Applying advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Specific support consists of troubleshooting hardware, software, and network related issues encountered by users.
• Hardware support includes, but not limited to Intel x86 based PCs, overhead projectors, soft boards, telecommunications, laser and inkjet printers, scanners, and Common Access Cards (CAC).
• Software support includes, but not limited to Windows operating systems currently supported by Microsoft, Microsoft Office Suite, and various specialty engineering and scientific development tools.
• Installation of new software releases, system upgrades, evaluation and installation of patches and to resolve software related issues and Information Assurance Vulnerabilities (IAVs).

• Assisted customers in navigating software applications and troubleshooting problems effectively.
• Documented support interactions to enhance knowledge base and improve service quality.
• Collaborated with team members to identify recurring issues and implement solutions.
• Maintained up-to-date knowledge of product features and updates to better assist clients.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.