Technical Support Help Desk

Kris Arnold

Location: Layton, Utah Mobile: 801-***-**** Email: ************@*****.***

PROFESSIONAL SUMMARY

Experienced IT/Engineer specialist with 8+ years of experience in a MSP business providing software, hardware, client/server and networking technical support. CompTIA A+ certified professional. Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. Consistently praised for communicating effectively with both technical and nontechnical users. Excellent problem-solving skills and patience in dealing with frustrated users. KEY SKILLS

Technical Troubleshooting Hardware Configurations Software Installs LAN Connectivity Problem Diagnosis Phone & Online Support Client/Server Models Preventive Maintenance User Training/Support Complaint Handling Microsoft Office Documentation TECHNOLOGY PROFICIENCIES

Help Desk System: Service Now, Syncro Live, Freshdesk; Remedy Software:MS Office; Google Suite, Cisco Secuirty IP Cameras Virtualization:VMware, Hypervisor, Syncro Live Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Security Cameras VoiP:Cisco PBX, Google Voice, 3CX, Vontage Networking: LAN & VPN/Remote Connectivity, TCP/IP Platforms: Windows 8, 10, 11, Server 2012, Security: Bit Defender, Wireshark, Malewarebytes PROFESSIONAL EXPERIENCE

HCA Healthcare — Bountiful, Utah Tech Analyst May 2024 – Present

● Implement and support the broadest range of facility-based enterprise equipment, including network equipment, servers, CCVT, terminals, personal computers, printers, cabling,administration of VoIP phone systems, related software products. Led the refresh initiatives to ensure the use of devices were up-to-date.

● Maintained user profiles, setting up and configuring user IDs and passwords, resetting user IDs and passwords, locking and unlocking accounts, monitoring and maintaining backups within Active Directory, SCCM and Service Now. Assist with the creation, implementation and maintenance of standard operating procedures for equipment installation, configuration support, and facility network operations which improve service and repeatability. Mentored and trained Division Technical Analysts. K&M Wireless — Salt Lake City, Utah Test Engineer Specialist December 2022 – February 2024

● Responsible for conducting complex validation and testing on 5G Core networks in lab/field using proper tools and analyzing the data accordingly. Design, develop, implement, maintain, and oversee communication systems, including equipment, networks, and network systems. Assist engineers and develop standards for network design, specification, and system integration.

● Ensured networks are in compliance with national, international, and wireless standards. Perform regular network analysis, auditing, and evaluation of network performance. Provide support for network operations as well as manage and oversee network troubleshooting Vitalyst — Remote Cleveland, Ohio E-Learning Creator October 2021 – December 2022

● Resolved and trained clients on Microsoft Office products (Outlook, Excel, Word..ect). Solved customer IT issues and requests by supporting laptops, desktops, mobile devices, printers and AV equipment. Maintain effective documentation by regularly reviewing and updating knowledge base content.

● Addressed end user queries and issues via phone, e-mail and chat support. Provided world class quality of service to end users throughout the resolution process. Routinely exceed call-handling goals, closing an average of 20 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes. Performed ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue was resolved.

● Create and implement blended learning solutions, prepare course materials, observe programs and courses, and provide direction and coaching to ensure learning transfer and application in the field. Consult with business leaders and subject matter experts (SMEs) to assess training needs and learning objectives to recommend solutions Rack Simply — Remote Boise, Idaho Help Desk/Engineer May 2021 – October 2020

● Provided quick and professional deskside IT support. Perform on-site and remote analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions. Collaborate with other support groups across to help troubleshoot client issues. Utilize tools for building, monitoring and troubleshooting client devices. Participate in Disaster recovery testing exercises documentation in the form of Knowledge Base articles. Meet or exceed expected customer service levels

● Installed, configured, tested, maintained, monitored, and troubleshooted client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels. Took a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions. Amersports — Ogden, Utah Network Technician October 2019 – May 2021

● Maintained and troubleshooted the fulfillment’s network and automated picking system. Troubleshooted other computers, software, peripherals to properly ensure their performance. Shipping and receiving of delivery goods.. Load and unload trucks. Operated forklifts and performed other critical functions ensuring the most efficient way to perform tasks. EDUCATION & CREDENTIALS

Weber State University — Ogden, UT Associates of Science. August 2010-2013

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