Technical Support Help Desk
Resume:
Chriseth Stewart
El Paso, TX *****
ad3l2q@r.postjobfree.com
I am a U.S. army veteran with 3 years of IT experience and training with an active secret clearance. I am effective at maintaining composure while troubleshooting and reassuring clients or answering any questions. Working in close collaboration with clients, computers, printers, and radios has molded me into the intricate and hypervigilant troubleshooter I am. Having experience submitting tickets and being an intermediary between clients and admin, on top of my experience as a technician in the field of technology, I have developed a dynamic understanding of the IT world. I am highly skilled and well versed in various areas of IT. I also demonstrate expertise in managing complex IT infrastructures, ensuring data integrity and implementing efficient solutions to enhance operational efficiency.
• Network
• Software
• Security
• IT fundamentals
• IT security auditing
• Technical support
PROFESSIONAL EXPERIENCE
1. Successfully resolved an average of 35 complex technical incidents per week, achieving an 85% first-contact solution rate. Received accolades from clients for providing prompt and effective solutions, contributing to a 95% customer satisfaction rating. 2. Maintained a comprehensive knowledge base with 150+ articles and a 99% accuracy rate in documentation, ensuring swift incident resolution . Recognized by peers for clear, concise, and user friendly documentation, enhancing team efficiency and knowledge sharing. 3. Led a cross-functional team in implementing process enhancements, resulting in a 30% reduction in incident resolution time and a 20% decrease in incident recurrence. Fostered a culture of continuous improvement, encouraging team members to suggest innovative solutions and improvements to workflows
Authorized to work in the US for any employer
Work Experience
IT Specialist/Help Desk
U.S. Army - El Paso, TX
November 2020 to July 2023
Education
High school diploma
Perry High School - Perry, GA
August 2016 to June 2020
Skills
• Operating systems (3 years)
• Active Directory (3 years)
• Software troubleshooting (3 years)
• Customer service (3 years)
• Help desk (3 years)
• Cabling (3 years)
• ticketing (3 years)
• Technical Support
• Desktop Support
• Network Support
• Troubleshooting
• Microsoft Windows
• Remote Access Software
• Information Security
• LAN
• DHCP
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