IT Support Specialist
Resume:
JOSHUA CARTER
IT SUPPORT SPECIALIST
***********@*****.***
Broadway NC, 27505
EDUCATION
Cloud Management
FAYETTEVILLE TECHNICAL COMMUNITY
COLLEGE (2024) (ASSOCIATES DEGREE)
Systems Security & Analysis
FAYETTEVILLE TECHNICAL COMMUNITY
COLLEGE (2023) (ASSOCIATES DEGREE)
CERTIFICATIONS
A+ ce (1101-1102)
COMPTIA (2024)
Security+ (Sys-701)
COMPTIA (JULY 19TH, 2024)
Certified Cloud Practitioner (AWS CCP)
AMAZON WEB SERVICES (2022)
Microsoft Desktop Support
FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE
(2023)
Cisco Entry Networking
FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE
(2023)
Cyber Security Operations
FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE
(2023)
Computer Technologies
FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE
(2023)
Hardware & Software
FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE
(2023)
Proactive and flexible IT Support Specialist with a sound background in technical support, systems security, and cloud technologies. Skilled in deploying technological solutions to resolve business challenges, enhancing operations with effective standards, procedures, and process improvements. Areas of expertise include:
Adaptability Customer Service Research Skills
Analytical Skills Leadership Teamwork
Communication Problem-Solving Technical Support WORK HISTORY
[IT Support Specialist]
[OneSupport] [1-year contract] [July 2023 – July 2024] [Full-time/40hrs]
Provided accurate information on IT products or services.
Served as the first point of contact for customers seeking technical assistance over the phone.
Consistently conquered a high-volume call queue in a fast-paced call center environment.
Performed remote troubleshooting through diagnostic techniques and pertinent probing questions.
Determined the best solution based on the issue and details provided by customers.
Provided one-on-one mentorship to new employees, offering personalized guidance and support to facilitate their transition.
Escalated unresolved issues by properly creating Jira tickets, kindly connecting customers with a supervisor, or by scheduling for a supervisor callback request.
LABS & PROJECTS
Configured and maintained Windows Server domain controllers, managed Active Directory tasks for account creation, password policies, additionally executing a suite of Windows system administration duties using tools such as Computer Management, Group Policy Management, and Server Manager, substantially enhancing system security and honing Windows system administration skills.
Utilized Cisco Packet Tracer to learn router and switch configurations, establish and manage VLANs, and develop network mapping techniques, while also honing skills in diagnosing and troubleshooting complex network issues to ensure robust infrastructure simulation and understanding.
Contact this candidate