Technical Support- Windows, Mac, Networking
Resume:
Bill Pruett, Jr.
Cary, NC ****3
**.******@*****.***
KEY QUALIFICATIONS
§ IT Support Specialist with demonstrated skills in application support, networking
troubleshooting, and hardware diagnostics.
§ Exceptional customer service skills.
§ Excellent verbal and written communication skills; excellent interpersonal skills.
§ Excellent troubleshooting and problem solving abilities.
§ Highly motivated to learn new technical skills and professional knowledge.
TECHNICAL SKILLS
§ Operating Systems
Windows, Mac OS X, Unix, iOS.
§ Applications
Microsoft Office (Word, Excel, Outlook), PowerPoint, Active Directory, Microsoft
Publisher.
§ Technical Knowledge
Application and system troubleshooting. User account and password configuration.
Computer repair, upgrades. Creating disk images. Partitioning and formatting hard drives.
Wired and wireless networking. Router configuration. Installation, configuration, and
upgrading of applications. Windows operating system and application troubleshooting.
Printer setup, troubleshooting. Network security procedures. Advanced knowledge of
networking concepts and protocols.
CERTIFICATIONS
§ CompTIA Network+
§ Apple Certified Support Professional 10.10
§ CompTIA A+
PROFESSIONAL EXPERIENCE
Technical Support Advisor
Apple, Inc.
2014 – Present
§ Provide technical support for Macintosh desktops and notebooks.
§ Currently providing chat support for customers worldwide; previous assignment on phone
support for North American customers.
§ Support OS X system and troubleshoot applications.
§ Troubleshoot networking access, email, password resets, system performance and startup.
§ Extensive training in customer interaction and troubleshooting skills.
§ Create technical documentation of best practices and emerging issues.
Instructor
Cary School of Music, Cary, NC
2000 - 2014
Graduate Teaching Assistant
East Carolina University, Greenville, NC
2010 - 2012
§ Teach courses in computer lab setting.
§ Lead online courses consisting of up to one hundred students.
Adjunct Professor
Campbell University, Buies Creek, NC
2000 - 2011
§ Manage Windows PC lab; performed hardware and software upgrades.
§ Deskside support and instruction to users.
§ Perform hardware and software troubleshooting.
§ Configure complex hardware setups with extensive audio cabling, audio interface cards, Firewire
audio interfaces, MIDI devices, and audio mixers.
§ Make technology purchasing decisions.
§ Teach computer music, music composition, and other courses.
EDUCATION
Indiana University, Bloomington
Doctor of Music in Composition
Minor in electronic/computer music
East Carolina University
Master of Music in Performance
University of North Carolina at Chapel Hill
Master of Music in Composition
Campbell University
Bachelor of Arts in Music
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