Tier 2 help desk technician / remote support analyst

Trevor K. Harris

**** ***** ***. ******, *****, *5209 Phone: 469-***-**** Email Address:

*****@*******.***

Career Highlights / Qualifications:

** ***** **** ** ******** service experience in retail and technical support. During

that time I have worked as a representative and team lead where I was able to perfect

my trade. I have many great leadership qualities and people skills as well as technical

knowledge in many different areas of the IT industry. Currently working on CCNA,

Security +. Network +, and ITIL certifications.

Experience:

CBRE (Coldwell-Banker Richard-Ellis) March

2013 – July 2014

Job Title: IT Help Desk & Remote Support Analyst

Assist users with password resets and account unlocks within Active Directory and

other company applications.

Provide best in class technical support over a very large scope of support: including

all Microsoft Office Suite Applications(07,10,13 and 365), Adobe Creative Suite,

Adobe Acrobat, all internal Windows XP/7/8 applications. Printers/Scanner office

setup, Setup VMWare and/or LogMeIn software for remote access to office

desktops for approved users.

Assist in monitoring network operations with the Global NOC.

Identify network issues in the CBRE infrastructure and assist in getting them

resolved.

Troubleshoot / Manage Citrix Applications such as MRI, Service Insight, Remote

Desktop, ACT!,

Handle escalations for issues that take more time / knowledge to resolve then the

average agent had. Also was able to follow up with users and confirm resolution

of the issue.

Work the email ticket queue as well during downtime; Correspond via email with

users and coordinate fixes for any issues that they are experiencing.

Assist with VPN issues, provide feedback / troubleshooting support with the NOC to

help identify break points in the network to resolve escalated or service impacting

issues.

McAfee Endpoint Encryption Support

Full Desktop Support- troubleshoot hardware / software issues with users either face

to face or via remote access

Troubleshoot hardware/network issues with office printers and order appropriate

parts/repairmen.

Play N Trade, Plano, TX October 2011 –

February 2013

Job Title: Operations Manager

Manage operations including but not limited to accounting, inventory, customer

relations, marketing, and human resources at a game store franchise

Monitor day to day functions by ensuring employees are knowledgeable of given

tasks, resolving any customer disputes, logging inventory and working with

vendors to get products in a timely manner, and creating promotions to market to

new customers

Supervise several employees and adhere to the Texas Workforce Commission

guidelines in addition to processing payroll using QuickBooks

Work directly with customers to plan special events at the store.

AT&T (Pinnacle Technical Resources), Richardson, TX November

2009 – May 2011

Job Title: Tier 2 Technical Support Representative for AT&T UVERSE Cable,

Internet, and Phone

Provide best in class customer service and technical support regarding issues with a

customer’s internet, television, or phone service

Maintain a customer satisfaction approval rating of 80% or higher (normally 90%+)

Handle all issues within an average of 14 minutes per technical support call or 8

minutes for a support call from a technician in the field

Assist technicians in the field in provisioning a customer’s service as well as answer

any questions the technician may have regarding installation of services

Upsell customers services, had to maintain a 15-20% ratio of upsells to the amount of

calls taken

Handle escalations due to extended outage issues and provide daily updates for this

customer so they have a one support contact within the company

Follow up on escalations to ensure customer satisfaction

Apple Inc., (Volt) Addison, TX November 2008 -

November 2009

Job Title: iTunes / Mobile Me Tier 1&2 Team Lead

Answer any questions an agent may have regarding policies or provide insight on

how to resolve situations with irate customers

Create spreadsheets showing key data points for agents on my team that helped us

learn where we could improve our customer service and provide overall quality

assurance

Take 60% of a regular agents chats, emails, or phone calls to keep team leads updated

on any new issues and help the call volume

Sit with agents 1 on 1 and go over there spreadsheets and provide vital feedback to

agents to help them more effectively represent the company and perfect their skill

set.

Weekly meetings with all managers / team leads to discuss trending issues and

provide feedback on each other’s teams and performance. Come up with solutions

to any issues identified and get the fixes out to the team.

Education

Graduated from Hillcrest High school in 2006

References: Anita Herndon 972-***-**** (previous manager with Apple) Alicia

Spradlin 214-***-****(Head of IT Operations at CBRE) Scott Yokem 469-***-****

(Owner of Play N Trade Video Games)

Contact this candidate