FREDERICK WARING

***** **** ***** ****

Austin, TX 78725

737-***-****

acfu81@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Tier I Tech Support

SMX Staffing 12/2013 –

*/****

• Communicate questions via phone & e-mail request assistance addressing customer hardware, software,

networking, and internet Wi-Fi related issues.

• Diagnosing & providing resolution of technical issues. Reporting issues through the appropriate

channels.

• Multitasking through multiple systems while troubleshooting with customers.

• Participate in remote training and assistance on software.

• Proactively identifies ways to avoid recurrence of customer issue by improving the process, reviewing

the technical articles, and recommending changes.

• Effectively communicate (verbally & written) information with customers, management & team

members.

Systems Support Specialist

Goodwill Industries/TCEQ 5/2013-12/2013

• Assists in the update of personal computer and mainframe application programs.

• Assists in troubleshooting and resolving computer-related problems.

• Installs, maintains, and performs minor repairs to hardware, software, or information resources

equipment.

• Participates in Help Desk activities involving customer support on the agency's information technology

systems for staff of the Texas Commission on Environmental Quality (TCEQ).

• Responds to user inquiries; inputs tickets according to Help Desk Standard Operating Policies and

Procedures (SOPP's); and provides the status of pending trouble tickets to customers via the automated

call tracking system.

• Provides "How To" support for selected agency software by answering customer requests for support

reported via the call tracking software, telephone, or in person.

• Provides customer service and answers user inquiries regarding computer software, hardware operation,

and the use and interface of systems and software applications.

• Provides operational assistance in the implementation and utilization of data processing hardware or

software.

• Maintains records of daily data communication transactions, problems, remedial actions taken, and

installation activities.

• Maintains appropriate security controls over software.

FREDERICK WARING Page 2

• Assists in setting up equipment for employee use and performing or ensuring proper installation of

cables, operating systems, or appropriate software

Network Specialist/Contractor

Goodwill Industries/TCEQ 10/2012 - 2/2013

Installed, maintained, and provided troubleshooting for PC systems

Prepared software and peripheral devices for installation according to adopted agency standards

o Windows 7

o MS Professional

Outlook, Word, Excel, Access, PowerPoint

Configured, installed and maintained PC software applications

Performed related work as assigned

Helpdesk Analyst

New Horizons 8/2011 - 10/2012

Handled technical troubleshooting within an enterprise environment, including system crashes, and data

recovery

Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if

appropriate), resolution and closure of trouble tickets

Provided excellent customer service to both students and faculty

Planned, organized, and coordinated priorities in an expedient manner

Assisted customers over the phone with technical questions

Student Helpdesk Technician

New Horizons 4/2010 -

8/2011

Provided networking/desktop support

Performed mainframe and account maintenance

Earned commendations for teamwork, flexibility and work excellence in providing IT support to students

and faculty

FREDERICK WARING Page 2

Truck Driver

Owner/Operator 2/1993 - 2/2008

• Operated an 18 wheeler to transport products for various industries

• Maintained safe conditions in compliance with Company and highway rules and regulations

• Supervised multiple truck drivers

• Verified driver accuracy logs

• Generated invoices, collected payments and paid distributors

Provided prompt and courteous service to residential and commercial accounts

• Prepared accident reports in compliance with company and OSHA safety requirements

• Adhered to DOT regulations and parking rules

KNOWLEDGE, SKILLS & ABILITIES

• Excellent Customer Service, Technical and Helpdesk Support

• Strong written & verbal communications

• Strong organizational, customer service and interpersonal skills

• PC hardware and software installation, configuration and trouble shooting

• Mainframe, Telephony, Security, Printers, VPN and Networking LAN/WAN, Java, Oracle and Mac

• Software Applications: Microsoft Suite (Outlook, Excel, Word, Access, Power Point)

EDUCATION

New Horizon, Computer Learning Center 2011 - Present

• Certifications

o A+

o Network+

o Security+

o MCITP Enterprise Administrator

FREDERICK WARING Page 2

o Microsoft Word, PowerPoint, Excel and Project Manager Professional

Tennessee State University

Clarksville, TN - 1987-1989

US Army

Aug. 1987- Aug. 1989

Honorable Discharge

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