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Professional Profile

Diverse IT professional that has a great personality and an outstanding work ethic. Able to overcome challenges that arise by providing creative solutions and ideas. Motivated to succeed through determination and perseverance. Team player that understands all parts and pieces are important to the overall functioning, operation, and success of an organization.

Technology Summary

Systems: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System

Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors

Software: Microsoft Firewalls, identify types of Malware, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing

Skills

Install and implement wireless networks, and various topologies

Type 2 virtualization to include Microsoft Hypervisor and Oracle VM Virtual Box

Setup and configure computer hardware, software, systems, networks, printers, and scanners

Virus and malware mitigation, cleaning infested computers and implementation of Encryptions

Cloud Platform Support to include: Microsoft Intune, Azure, Office 365 and Google Cloud Applications

Installation of Linux Ubuntu 16.0.4 LTS, Windows Server 2008r2, Server 2016, Server 2019, and Windows 10.

Configured network and connected virtual machines. Configured static IP addresses, changed computer names, and joined ADDS domain from Windows 10 to Server 2008r2, and Server 2016.

Education

MyComputerCareer Information Technology Security Administrator June 2021

Certifications Earned: MTA Security

RELEVANT EXPERIENCE

Remote-Hardware Support Alorica Dec. 2021 - Present

Receive and process incoming phone calls for assigned clients to help resolve and find solutions to IT technical issues

Collect information, investigate issues or diagnose and troubleshoot problems dealing with hardware and software

Resolve issues of irate or dissatisfied clients and escalate calls to supervisor when necessary and appropriate

Track call related information of each call received for auditing and reporting purposes

Remote-Customer Service Agent Teleperformance Oct. 2021 – Dec. 2021

Transfer calls to necessary departments to assist with customer's needs

Calmly attempt to resolve and de-escalate any issues to ensure excellent customer satisfaction

Manage a high volume of telephone calls from customers regarding payments and changes to accounts

Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns

Work History

Small Engine Technician Mississippi AG Jan. 2020 – Present

Use company system to research diagnostic procedures and job costs

Diagnose and repair small engine mowers, utility vehicles, and Stihl power equipment

Owner/Partner Crabtree Family Logistics April 2016 – June 2019

Managed the daily processes of finding freight for over 10 trucks

Installed Cat 6 wiring and video surveillance system for the new building

Logistics Driver Southern Armour Freight Oct. 2015 – April 2016

Documented inspection checks using proper DOT logbooks and paperwork Performed checks on truck and equipment in accordance with State and company guidelines

Successfully move freight from pickup to destination while working closely with dispatch to ensure client satisfaction

Charles Sumrall

IT Support Professional

Email: ***************@*****.***

Laurel, MS 39443

Phone: 601-***-****

Contact this candidate