Tyler M Howard

662-***-**** ad3kxe@r.postjobfree.com

Hernando, MS 38632

IT Support Professional

IT Professional with specialized Microsoft 365 Desktop Support training and skilled in hardware, networking, and application support. Knowledge includes quick issue resolution, critical thinking skills, and customer service. Organized and dedicated professional with advanced understanding of customer’s needs resulting in superior customer service and high levels of client satisfaction. Education/Certification

Certifications: • Microsoft 365 Fundamentals (in progress)

• Microsoft 365 Certified: Modern Desktop Administrator Associate (in progress) Education:

• IT Certification Training, Cybersecurity Institute at Lab Four, Memphis, TN, 9/2023 - Present

• High School Diploma, Cordova High School, 2020

Competency:

Hardware

• PC Troubleshooting

• PC & Laptop Repair

• Hardware Troubleshooting

• Hardware Installation

• Printer Troubleshooting

• Mobiles / Tablets /iPads

Software

• Windows 7/8/10

• Microsoft

• Imaging

• Antivirus / Malware

• Active Directory

• Remote Access Software

• Ticketing System

Business Skills

• Help Desk

• Reports & Records

• On-call customer service

• Active Listening

• Proactive

• Flexible

• Database Management

• Organized

• Time Management

• Professionalism

• Attention to Detail

• Tact & Discretion

• MS Word and Excel

• Data-entry

• Research

• Problem-solving

• Positive Attitude

• Resourceful

Work Experience

IT Certification Training, Cybersecurity Institute at Lab Four Professional 9/2023 – Present

• Trained in eight-week IT certification program with a focus on Microsoft 365 and application support.

• Obtained extensive knowledge and training in Microsoft 365, networking, and security concepts including installation, configuration, troubleshooting, and maintenance of related systems.

• Able to deploy, configure, secure, manage, and monitor devices and client applications in an enterprise environment.

IT Freelance 9/2023 – Present

• Troubleshoot and resolved laptop LCD monitors, motherboard, and hard drive failures.

• Reimaged laptops when needed.

• Reset passwords and created domain accounts using Active Directory Users and Computer tool.

• Imaging computers by capturing the image and pushing out the image to computers.

• Used Team Viewer and RDP to remotely troubleshoot and resolve software problems on Windows OS

• Created Outlook profiles and upgraded MS Office

• Migrated Windows 7 machines to Windows 10; added new Windows 10 machines to the Windows domain.

• Migrated and reconfigured users’ Windows profiles after the desktop migration

• Reconfigured Outlook

• Mapped network drives

TEKSystem, Memphis, TN - IT Technician ST. Jude Children’s Hospital 3/2023 - Current

• provide intermediate level hardware and software support across the institution.

• work with technology staff, clients, and others to solve incidents and to satisfy service requests.

• document resolution of tickets within ServiceNow

• function as an active participant on the Client Services Team

• Works to complete tasks assigned to them within our Service Level Agreements

• utilize troubleshooting tools to solve problems.

• deliver and support PCs and peripherals.

• intermediate knowledge of Macs, PCs, Mobile Devices and their respective Operating Systems

• possess excellent spoken and customer service skills. Abbtech, Memphis, TN - PC Deskside Tech 1,EFO 4/2022 - 2/2023

• Managed IRS inventory of IT equipment.

• Received and documented inventory.

• Managed/documented/recorded incoming and outgoing inventory.

• Managed shipments of inventory and directed warehouse staff on where to store inventory. Technical support on as-needed basis to include:

• Hardware/software installation.

• Hardware/software upgrades.

• Hardware/software maintenance

Chime Solution, Morrow, GA - Deskside Tech Support/ Customer Service Representative 2/2021 -1/2022

● Assisted in the installation, configuration, maintenance, and upgrade of the call center software system.

● Assisted in identifying, analyzing, and reporting on trends and suggests remedies for problem areas and issue avoidance.

● Consulted with end-users to gather the necessary information to resolve issues. FedEx Ground, Olive Branch, MS - Package Handler/ Operation Admin 5/2020 – 1/2021

● Provided company standard customer service and technical advisory.

● Resolved technical issues with Scanners and desktop.

● Managed and tracked company issued computer inventory.

● Troubleshooted various types of hardware and software issues while using programs such as Microsoft Outlook.

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