Logan Mercer
**** ******* ****** ***** *-Mail: ac7gqk@r.postjobfree.com
Raleigh, NC 27616 Phone: 919-***-****
Experience
Staples, Chapel Hill, NC April 2018 - September 2018 Certified IT Support Technician
• Provided software compatibility, data recovery, and security support for end-user desktop environments, including Windows XP, 7, 8 and 10 and Mac OS; expert with systems involving custom hardware and software configurations
• Provided remote support for small businesses and private entities on a rolling contractual basis
• Perfect customer case history; precisely follows established procedures and protocols
• Responsible for adapting existing processes and procedures for evolving technology
• Provided training and mentorship to junior members of the technical support division in nuanced or otherwise difficult support cases
• Thouroghly familiar with both the YETI and OMS service desk ticketing systems
• Responsible for Root Cause Analysis, solution engineering, and component ordering of incoming support tickets
• Responsible for performing end-of-life procedures on recieved PC and mobile assets as appropriate
• Capable of basic network support including routers, firewall, and switches.
• Troubleshot basic network connectivity.
Independent Contractor, Raleigh-Durham, NC September 2017 - May 2018 IT Systems Support, Installer, Engineer
• Designed, built, and installed a number of new systems across a number of OSes and with a variety of budgets
• Provided cross-platform data migration and systems integration support
• Proficient at old-school manual malware removal where backups are compromised or don’t exist
• Provided user training on an ongoing basis for security and productivity applications Skills
• Power-user in Windows 7, 8, and 10
• Capable with Microsoft Office 365 products
• Proficient user of a number of Ubuntu and Debian based linux distros
• Familiar with embedded systems and related specialized software
• Adept PCB repairman; familiar with soldering best-practices and soldering of SMDs
• Expertise in interrelated hardware, driver, software issues
• Diverse knowledge of the internals of both current and discontinued devices
• Task automation, including macros, bash scripts, and batch files
• Collaboration and version control tools, including Git and Subversion
• Printer set up and support, including networked installations