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Customer Service Technical Support

Cincinnati, Ohio, United States
April 27, 2018

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Courtheas Gatewood **** Harrison Ave. Apt. * Cincinnati, OH 45211



Exceptional ability to troubleshoot customer requisites and to present concise second level resolutions

Career Synopsis

•Technical Support

•Remote/User Support


•System Upgrade

•Maintenance & Support

•Hardware & Software

•Symantec Ghost

•Meticulous and tenacious problem solver; strong organizational skills

Solid IT experience both in the field and at the university level. Proven customer service expertise; excellent communication and interpersonal skills. Continuous learning and application of new technologies

•Achievement: IT Ambassador for University of Cincinnati College of Applied Science


University of Cincinnati (CAS) College of Applied Science

•Degree – Bachelor of Science: Information Engineering Technology (12/2006)

Cincinnati State Technical & Community College

•Degree – Associate of Applied Business: PC Support & Administration (5/2002)

Cincinnati Works JumpStart Program, Cincinnati, OH, Certificate of Completion (11/2016)

•Successful completion of an intensive 6-day Job Readiness Workshop. Modules: Employment Applications, Mock Interviewing, Employer Expectations, Problem-Solving, Attitudes & Values, Networking, Conflict Resolution, Barrier Removal


Contract Employment: Insight Global

Helpdesk/Service desk: 12/2017 – 01/2018 Mason, OH

•Receiving calls from employees concerning computer issues use Remedy to log in work orders and Active Directory to reset passwords or assign end-users to specific groups.

Customer Service/Help Desk: 1/2013 – 12/2017 Elite, Cincinnati, OH

•Responsible for troubleshooting system issues; oversaw set-up of new system and printer, manages software upgrades.

Contract Employment: Cincinnati Bell Technologies Solutions

IT Analyst: 8/2007 – 12/2007, Mercy Health Partners (Cincinnati Bell Technologies Solutions), Blue Ash, OH

•Utilized Novell’s ConsoleOne Server to remote into COW, computer on wheels; used active directory to access existing accounts, create new accounts, and add users to groups.

•Implemented HEAT ticketing software to assign tickets to appropriate groups.

IT Analyst: 5/2007 – 8/2007, Luxottica (Cincinnati Bell Technologies Solutions), Mason, OH

•Routed CAT 5 cable to assigned switches and patch panels; installed software and new PCI cards on 100 machines.

IT Scheduler: 11/2006 – 5/2007, Duke Energy, Cincinnati, OH

•Utilized Altiris and Schedtrack software to locate more than 500 PCs and laptops; employed Remedy ticketing software to record damaged, lost and stolen equipment. Communicated with 4 other schedulers to verify machines and laptops.

Work/Study Experience:

System Support Technician/Co-op Student: 9/2005 – 11/2006, University of Cincinnati, Cincinnati, OH

•Provided technical support in a Novell/Windows XP environment to professors, faculty and staff. Duties included troubleshooting and researching, performing diagnostics, and documenting damaged, stolen and lost machines.

System Support Technician/Co-op Student: 3/2005 – 9/2005, International TechneGroup Inc., Milford, OH

•Provided technical support to staff and management; utilized Symantec Ghost to image new computers for end-users and followed guidelines for all open tickets.

Student Worker: 9/2003 – 9/2004, University of Cincinnati, Cincinnati, OH

•Worked in Adobe InDesign CS, Photoshop CS and Illustrator to render art and digital photographs; scanned large images, printed art posters and assembled projects.

Helpdesk Technician/Co-op Student: 2/2002 – 6/2003, Cincinnati State Technical & Community College, Cincinnati, OH

•Implemented Remedy helpdesk ticketing software to manage work orders for submission and resolution. Maintained 3 computer labs and provided technical assistance to students, faculty and instructors.

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