Support Specialist Customer Service

Clayton Cromwell

Ogden, UT • 801-***-**** • *******.********@*****.*** • linkedin.com/in/clayton-cromwell

Technical Support Specialist

Cyber Security & Information Assurance, End User Operations, IT Operations & Services

Exhibit expertise at delivering exceptional technical solutions and troubleshooting/maintaining IT equipment

Customer-focused and knowledgeable professional with vast experience administering IT operations, and technical and helpdesk support tasks while maintaining system software and hardware for clients. Proficient at enhancing systems integrity and reliability, responding to rapid notifications and issues, and advising users on proper hardware/software utilization and installation. Possess a proven ability in training and building technical teams, performing remote system maintenance, setting up workstations, and optimizing all operating systems, networks, applications, protocols, hardware, and software. Demonstrated unwavering commitment to customer service, with a capability to nurture relationships with clients and internal/external business partners, resolve complex issues, and achieve win-win outcomes.

Areas of Expertise

Automation Deployment • Active Directory • Mobile Device Management • Hardware & Software Solutions

Windows Server Systems • Help Desk Operations • Issues Identification & Resolution • Customer Service Management

Systems/Servers Installation & Configuration • Disaster/Security Incident Management • System Migrations & Integrations

Telecom Infrastructure Development • Customer/Staff Training & Assistance • Data Protection/Backup

Technical Proficiencies

SCCM • Autopilot • AZURE • Intune • Office 365 • Google Enterprise • Service Now • Citrix • Windows Networking

MDM • DHCP • VMWare • MDT • DNS • Cisco Meraki • MS Teams • Slack

Professional Experience

TAKE2IT INC. – Salt Lake City, UT 2022 – 2023

IT Support Specialist – Department of Veterans Affairs (Contract)

Delivered end-to-end IT support services to the clients, tracking/removing complex technical issues through the implementation of efficient solutions, and ensuring smooth functioning of all operating systems, networks, hardware, and software. Provided comprehensive training and guidance to customers pertaining to management/utilization of software, IT systems, and related equipment that helped enhance their knowledge and prevent recurring helpdesk inquiries.

Highlights:

Replaced nearly 600 PCs for the client within four months out of a deadline of six months in collaboration with another staff member and saved the company a substantial amount of cost on labor.

Diagnosed and timely resolved problems in response to a customer-reported incident via trouble tickets.

VIDWAN INC. – Salt Lake City, UT 2020 – 2022

Systems Administration & IT Support – Coforge/R1RCM (Contract)

Planned, coordinated, and executed installations, configurations, maintenance, and upgrades in support of computer hardware, software, network, and application systems for the medical staff of several healthcare organizations and ensured that all equipment always remained operational. Recommended more operational approaches for system administration, such as updates/changes, future hardware/software needs, and efficient tools to improve efficiency and alleviate any issues or concerns.

Highlights:

Trained and advised the client on the utilization of Azure, AutoPilot, and Intune with SSCCM that successfully automated and streamlined the system imaging and deployment procedures and saved 30% amount in labor expenses.

HAYS INC. – Layton, UT 2020

IT Specialist – Northrup Grumman (Contract)

Managed the successful execution of an assigned project concerning the installation and upgradation of all Windows of the PCs of Northrup Grumman on time and within budgetary constraints. Monitored the performance of the operating systems and associated software platforms, conducting preventive maintenance on them to identify and mitigate any vulnerabilities and optimizing their effectiveness with an emphasis on reliability, security, data confidentiality, and system integrity.

Highlights:

Launched and concluded a project within the nine-month timeframe and cut back $1K in labor expenditures.

ABTECH TECHNOLOGIES – Salt Lake City, UT 2018 – 2019

Level II IT Support – L3 Harris (Contract)

Installed and upgraded the operating systems, guiding staff members of L3 Harris in analyzing and eliminating a wide variety of issues and preventing the recurrence of network, system, and application-related problems. Deftly educated customers on the update and use of Microsoft Office 365 as well as differences between the standard Office and the suite of 365.

Highlights:

Offered effective assistance and support in planning and executing several organizational development projects, such as the transformation of the company from L2 technologies to L3 Harris.

AAA OF MOUNTAIN WEST – Clearfield, UT 2017 – 2019

Lead IT Systems Analyst II

Analyzed, troubleshot, and maintained systems hardware and software in a fast-paced environment. Delivered advanced-level technical guidance and support to over 800 call center staff pertaining to implementing, configuring, and managing computer systems, network servers, and security measures aimed at protecting data, software, and hardware. Assessed tactical business needs and accordingly developed and applied IT solutions as well as ITIL best practices in liaison with cross-functional teams that strengthened the alignment between IT services and the business, augmenting customer satisfaction, and fostering a more stable service environment.

Highlights:

Coordinated and organized inventory for multiple sites by deploying an asset-tracking system using Service Now.

Developed a database, using Microsoft Excel, for the senior leadership which enabled them to accurately track inventory of equipment replacements and their cost and take any actions as required.

Built automation scripts using MDT, SCCM, Autopilot, and Windows Hello that aided in the installation of software and security patching.

THE HOME DEPOT – Ogden, UT 2012 – 2017

Systems Support Engineer

Served as a team lead for local contact center technicians, leading software implementation, maintenance, and configuration operations for all IT equipment and ensuring attainment of optimal service level. Furthered the technical knowledge of over 800 onsite and as many as 400K remote employees through the provision of necessary training and mentorship and allowed them to deliver exceptional customer service and increase the overall satisfaction of internal business clients and partners. Optimized the capacity and efficacy of the IT platforms, such as networks, switches, routers, workstations, printers, and other peripherals through the execution of large-scale enterprise-wide technology solutions.

Highlights:

Successfully completed a project of refreshing older employee-used laptops, extending the life of the equipment for two additional years, and saving the company $50K in gadget replacement costs.

Contributed efforts to the completion of the VDI/Thin Clients replacement project, accomplishing the task two days ahead of schedule and slashing over $20K for the company.

Education

Bachelor of Science (BS) in IT – Cyber Security & Information Assurance, Western Governors’ University, 2024

Associate of Science (AS) in Computer Science – Network Administration, Stevens-Henager College

Certifications

Microsoft Certified Partner (MCP) Microsoft Certified Desktop Technician (MCDST)

CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL Foundation

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