Technical Support Manager

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Austin Covington

Professional Experience

May 2014 – September 2015 PCPhixit Murray, UT

Technical Support Specialist

Diagnose end users’ technical needs via report support and provide them with appropriate solutions. Installed hardware, software and device drivers on users computers. Installing and configuring LAN networks . Ensured that all computers are secured effectively by installing and updating antivirus software.

January 2013 – May 2014 Convergys Salt Lake City, UT Technical Support Representative Supervisor

Facilitate customer escalated calls and engage the necessary technical support for Android, iOS, and Blackberry OS. Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied. Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.

June 2012 – October 2012 AT&T Las Vegas, NV

Technical Support Representative

Handled technical issues for voice, internet, data, installation and connection issues including remotely configuring and troubleshooting client's equipment. Scheduled dates, times & access arrangements for a service call and dispatch. Utilized multiple computers and databases to document the results of all interactions. August 2008 - June 2012 Elite Appraisal Las Vegas, NV I.T. Support Specialist

Handled technical troubleshooting within a business environment, including system crashes, slow-downs, network issues and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Education

2009-2011 College of Southern Nevada Las Vegas, NV Certifications

2015 CompTIA A+