Technical Support Center Representative
Resume:
Austin E. Vernon II
************@*****.***
Education
NOVA SOUTHEASTERN UNIVERSITY
BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION
Skills & Abilities
PROFICIENCY IN COMPUTER SOFTWARE INCLUDING WINDOWS, OFFICE 365, MICROSOFT LYNC, MICROSOFT TEAMS, HP SERVICE MANAGER, SIEBEL, QUICK BOOKS, QUICKEN, PRO TOOLS, STUDIO ONE, NETOP, WORKDAY, SERVICE-NOW, & SALESFORCE.
Experience
03/2023 – 08/2024 School Board of Broward County
Interim Band Director
Assigned to Silver Lakes Middle School
Train and lead band students with musical instruction
Establish performance standards
Enforce academic requirements for student participation
02/2021 – 02/2023 Lennar Homes
Systems Support Analyst
Troubleshoot hardware, software, & network connectivity
Maintain, Install, & reimage computers, printers and all related equipment
Communicate with remote agents, troubleshoot to resolve IT issues
Maintain active directory for personnel & equipment
09/2020 – 01/2021 Randstad Staffing
Systems Support Analyst for Fanatics
Perform problem analysis, troubleshooting, and resolution as required for various applications
Multiple peripherals, (printer, scanner, etc.) imaging, configuration, and deployment
Maintain Knowledge Base articles to provide technical direction, troubleshooting guides, and guidelines for resolving problems to other team members
Maintain, Install, & reimage computers, printers, and all related equipment
Communicate with remote agents, troubleshoot to resolve IT issues
Create, maintain, & troubleshoot Active Directory user accounts/MS Office 365 accounts
12/2019 – 06/2020 Insight Global
Technical Support for Cricket Wireless
Wireless Porting Helpdesk duties
Oversee & troubleshoot internal & external cell phone ports
Communicate with in-store agents, customers, and other service providers to resolve issues
Troubleshooting hardware, software, & network connectivity
Facilities Specialist for Comcast
Mailroom duties including shipping, receiving, mail distribution
Maintain printers & office supplies
Set up & install computers & phones for new hires
Work with security team to greet visitors, validate identification, & issue visitor badges
03/2019 – 11/2019 Advantage Consulting
On Site Coordinator for Hewlett Packard Enterprise
Provide remote support for client’s hardware and software Server products via phone and email
Support external users as well as client personnel, account managers, field engineers
Collect and analyze pertinent information from the customer environment
Document problems, action plans, and solutions in support database. (Salesforce)
Technical troubleshooting of clients Server solutions including elevation and potential escalation
07/2017 – 12/2018 Pyramid Consulting, Inc. Financial Service Center Representative for UPS
Answer calls & emails from UPS vendors & employees in the Corporate Financial Service Center
Processing invoices, requisitions, purchase orders, expense reports, & tuition reimbursements
Appointed to Guaranteed Service Refund team to facilitate refunds to UPS stores & customers
08/2015 – 03/2017 CareerBuilder LLC
Client Support Representative
Answer Client Support phone calls, voicemails and e-mail
Provide first tier Technical Support to internal and external clients using Salesforce
Database Management, Password Resets, user authentications, verification, & integration
Communicate with multiple internal departments to resolve technical issues and complaints
Earned certification to join the newspaper support team and the new hire mentoring programs
04/2014-06/2015 Sterling Online Processing
Customer Service
Customer Service via telephone and online web chat for Sterling Currency Group
Order fulfillment, maintaining the customer information database, fraud detection
Identity verification
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