Devin
Bontreger

Provided front-line IT support in a fast-paced school environment by resolving approximately 30 tickets weekly to minimize downtime and maintain consistent classroom instruction. Managed technology assets and performed audits to ensure 100% inventory accuracy. Supported state and school-mandated testing through device configuration and on-site technical assistance, while also maintaining and repairing hardware and cabling to reduce equipment replacement costs. Assisted staff and students with account administration, VPN connectivity, and remote desktop troubleshooting.

Provided hands-on technical support by diagnosing, repairing, and testing customer devices while performing quality control checks to ensure reliable performance. Collaborated with team members to manage work-in-process (WIP) repairs and improve turnaround times. Built strong customer relationships by clearly explaining issues, outlining repair options, and recommending appropriate solutions based on customer needs.

Collaborated with the IT team to support ongoing maintenance and upgrades of district computer and network systems. Reorganized technology asset budgets to control costs while improving resource allocation. Led district-wide projects involving hardware and software replacements, maintenance, and updates to ensure stable and secure systems. Established and maintained vendor partnerships to support specialized project execution and successful completion.

Managed resolution of over 50 end-user hardware and software tickets each week via telephone, email, live chat, and face-to-face. Worked closely with multiple departments to escalate tickets and determine if there were large scale issues with mission-critical systems. Explained technical information in clear terms to non-technical individuals to promote better understanding.