Columbus, ***** GA
firstname.lastname@example.org / 904-***-****
Embarking with a dynamic approach, my adeptness encompasses a gentle mastery of advanced Help Desk Software and Ticketing Systems, fostering seamless issue tracking, operational finesse, and the delivery of support services curated for industry-specific needs. SKILLS
Attention to Detail
Adaptability and Flexibility
Customer Service Orientation
Time Management and Prioritization
Communication and Interpersonal Skills
IT System Administration
Troubleshooting and Problem Solving
Software Installation and Configuration
Network Configuration and Maintenance
Proficient in Help Desk Software and Ticketing Systems. EXPERIENCE
IT Manager / Acom Integrated Solutions Current - Current Controlled operational IT budget and expenditures within department parameters. Calculated agreed-upon metrics to assess system effectiveness and refine systems strategy. Communicated relevance of organizational goals, policies and procedures to IT department staff. Recommended hardware and software acquisitions to help users assess needs and justify equipment and services. Maintained strong knowledge of applicable regulations to guarantee that designs, operations and IT systems met those requirements.
Remote Support Engineer / Coretelligent - Duluth, GA, GA 06/2022 - 02/2023 Identified and implemented most acceptable resolutions to complex engineering problems. Tested prototypes using a variety of methods including static analysis, dynamic testing, and finite element analysis. Communicated with clients and coworkers about analysis results. Conducted research into the feasibility of product design plans. Executed investigation processes to examine or assess functionality and practicability of engineering structures and elements. Remote HelpDesk Support / Insight Global - Atlanta, GA, GA 02/2022 - 02/2022 Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods. Maintained records of data communication transactions, problems, and remedial actions or installation activities. Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Maintained inventory of all equipment used within the organization. Developed training materials and procedures or trained users in proper use of hardware or software. 04/2021 - 02/2022
Helpdesk Manager / Stefanini Group - 6600 Corporate Center Parkway. Jacksonville,, Florida, 32216, Florida Communicated relevance of organizational goals, policies and procedures to IT department staff. NL
Evaluated organization's technology to recommend upgrades for hardware and software. Provided company users with tech support for IT problems and account maintenance. Assigned and reviewed work of IT project managers, systems analysts and developers. Organized training sessions periodically to update staff on new technologies and products related to their job functions. IT Support Specialist / TEGNA - Jacksonville, FL 07/2019 - 02/2021 Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues. Maintained records of data communication transactions, problems, and remedial actions or installation activities. Tested hardware components prior to deployment in production environment. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Conducted workflow analysis, space design or cost comparison analysis. Apple Technical Support Representative / KellyConnect - Troy, Michigan, Michigan 02/2017 - 06/2019 Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Educated customers on product features and usage instructions. Supervised and directed workers engaged in installation of data communication equipment and software. Maintained positive working relationship with fellow staff and management. Performed variety of clerical and administrative duties pertaining to on-site support. Remote System Engineer / Actiance - Atlanta, GA, GA 07/2014 - 12/2016 Conducted high-level root-cause analysis for service interruptions, establishing preventive measures for future occurrences. Provided technical guidance to team members for system administration tasks. Planned, implemented and integrated updated system-oriented projects. Developed system models using automated tools to analyze performance under various operating conditions. Provided needs assessment, systems analysis, troubleshooting and resolution. Analyzed requirements and implemented systems to deliver comprehensive development life cycle solutions. ITSO Service Desk / Tek-Systems, Dell, CDC - 1600 Clifton Rd, Atlanta,, GA 30333, GA 11/2012 - 02/2014 Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems. Maintained an up-to-date knowledge of the company's products, services and procedures. Transmitted and received messages using telephones or telephone switchboards. Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service. Trained and mentored new service desk personnel and managed IT portion of employee onboarding process. EDUCATION AND TRAINING
AA of Information Technology: Information Technology 06/2012 Phoenix University - Phoenix University, Phoenix, AZ CERTIFICATIONS
Agile PM Certificate