Technical Support Customer Service

David Lee

*****.****@*****.*** 562-***-****

Professional Summary:

Self-motivated and driven technical IT professional with experience in hardware and software support. Fast learner with a strong desire to continually absorb and cultivate new skills. Strong foundation in technical support, established through training and hands on work experience. Excels in problem solving with great detail orientation. Excellent in time management and customer service. Adept to implementing systems, practices and tools to deliver exceptional service. Experience:

Technical Support Specialist – Dreamworks Animation Studio Aug2023-Present

(6-Month contract through HP Inc.)

● Collaborate with artists and technical directors to identify and resolve technical issues and ensure smooth operation of company infrastructure.

● Provide support to over 2,000 users onsite and remote.

● Experienced using Microsoft System Center Configuration Manager (SCCM) to push applications based on production/user needs.

● Knowledgeable in using the JIRA application to support requests and issues, providing timely resolutions and communication with users.

● Configure and Image workstations up to company standards for new employees.

● Successfully led studio-wide monitor upgrade project.

● Experience with Windows and Linux OS.

● Troubleshoot Windows and Linux workstations and laptops for optimal performance and user satisfaction.

● Maximize productivity while ensuring strict adherence to security protocols and best practices.

● Ensure deadlines are met in an efficient and timely manner while working on multiple projects.

● Install, configure and manage operating systems and software applications.

● Efficient in managing the organization and cabling of technology equipment, computer setups.

● Assist in maintaining inventory of IT equipment and software.

● Provide prompt guidance to users while escalating critical issues when needed for efficient and timely resolution.

Mail Carrier Technician – USPS Mar2006-Jul2022

● Daily customer service interactions to help resolve ongoing or previous issues.

● Trained and mentored new incoming employees leading to permanent hire status.

● Collaborated in meeting holiday deadline expectations of volume in mail, packages and demand resulting in funding for future employee events.

● Managing time and organizing mail and packages in order for maximum efficiency and accuracy. Skills:

o Help Desk Ticketing System

(JIRA)

o Microsoft System Center

Configuration Manager

(SCCM)

o Windows/Linux OS

o IPv4/IPv6

o Imaging and System Upgrades

o Virtualization

o Oracle Virtual Box

o Cisco Router and Switches

o VLANs

Education:

Information Technology Student – Harbor Occupational Center Aug2022-Present

● ITST&A+ /Certificates Nov2022

● Networking equivalent to CCNA/Certificate Jan2023

● Currently studying to obtain CompTIA A+, Cisco CCNA Certifications Jan2024

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