Don Carpenter

**** ******* **.

Raleigh, N.C. ***04

919-***-****

Technical Support Engineer

Solutions-driven professional with 10+ years’ experience providing rapid and client-focused technical support to 200+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple service awards.

Areas of Expertise:

• Troubleshooting & Issue Resolution

• End-user Training & Support

• Scheduled & Ad Hoc Maintenance

• Client Relationship Management

• Root Cause Analysis

• System Implementation

• Rapid Ticket Response Times

• Detailed Documentation

Technical Proficiencies and Certifications:

• Microsoft Certified Professional (MCP), Microsoft Certified System Engineer (MCSE), CompTIA Network+, CompTIA A+

• Platforms: Windows 7 / 8, UNIX, Mac OS, iOS

• Office365

Hardware:

• Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors

Applications:

Microsoft Office, Microsoft Dynamics NAV, Norton / McAfee Anti-virus, Veritas / Retrospect Backup, Trend Micro Office Scan, Norton / Symantec Ghost, Norton Internet Security

Work Experience:

2016 – Present

Apple Tech Advisor Transcom

• Provide technical support for hardware and software related issues concerning Osx or iOS related devices. Diagnose and troubleshot any issues that may become present

• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.

• Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.

• Support disaster recovery plans, performing regular backups and creating Ghost images of iOS d services prior to upgrades.

• Key Achievements:

o Out-performed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

2014 – 2016

AppleCare T2/Xerox

Technical Support

• Assisted 100+ users daily in resolving diverse hardware and software issues.

• Ensured quick resolution of user concerns and escalated more complicated support issues to senior helpdesk representatives and field service engineers.

• Key Achievements:

o Reduced user callback rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.

o Earned "Employee of the Month Award" for comprehensive technical knowledge and outstanding customer service.

2008 – 2014

Verizon Wireless

Technical Support Engineer Verizon Wireless

• Trained departmental staff in the use of company systems and applications, providing ongoing support.

• Installed applications and coordinated all hardware / software upgrades.

• Assisted customer with Tier II tech support

2001-2007

NexTel Corp.

Technical Support

• Assisted customers with Tier II tech support

• Troubleshoot any issues customers had associated with software and hardware

• Escalated Tier III tech issues to correct departments

• Follow up with customers regarding support provided

Education:

1992-1996

Hampton University

Hampton, VA

B.A. Electrical Engineering

Additional Training:

2012-2013

Wake Technical Community College

Information Technology

2013-2014

Durham Technical Community College

Computer Science

1991-2000

Active Duty USAF (retired)

References available upon request

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