GAVIN ROLLINS

SUMMARY

Dedicated IT professional with over ten years of experience and is highly effective at maintaining and installing software and hardware for laptop and desktop computers Versed in troubleshooting and desktop support on Windows,Linux and Mac systems. Looking to bring a passion for creative solutions to vibrant technical support team.

PROFESSIONAL EXPERIENCE

TD Bank, Springfield, MA Nov 2017- Mar 2018

Operations Analyst

Manage inbound inquiries relating from password resets to hardware replacements. This is done quickly by establishing relationships and rapport over the phone

Meet and exceeds call center volume and customer satisfaction goals during tenure. Achieves up to 105% of targets respectively

Provides knowledgeable response to customer questions regarding security (logins, setup via remote login) and questions on accessing the vast applications that TD Bank uses daily

S’Jar Computer Services, Amherst, MA May 2014- Present

Desktop Support Technician

Resolves virus and malware issues with an 95% success rate

Installs software and operating systems

Setups and configures hardware and software on company equipment

Maintains accurate hardware and software inventory

Restores data, operating systems, files, documents and drivers

Rebuilds and repairs Toshiba, Dell and HP computers

Travels to meet customers on location to handle hardware and software issues

Orders necessary supplies and parts to repair malfunctioning hardware

College Pro Computers, Hadley, MA Oct 2014- Oct 2015

Service Technician

Virus removal

Malware removal

OS installation and update

Mobile support

Galvin’s English School, Fukushima, Japan Oct 1995- Mar 2011

Teacher/ User Support Technician

Helped students ranging from Kindergarten to college level to improve their English skills by using educational interactive software

U.S. Navy/ RM/IT, Yokosuka, Japan Sep 1990- Oct 1995

Top Secret Clearance

Maintained 100% uptime on military networks through planned preventative maintenance

EDUCATION

Holyoke Community College, Holyoke, MA 2014- 2017

Associates Degree, Computer and Information Services

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