Technical Support Analyst

KRISTIAN SHELTON

SUMMARY

Capable professional experienced in helping users correct problems with

computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability, network and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

EXPERIENCE

Network Security Student, 08/2024 - Current

Next Generation Tech Academy

IT and A/V Technician, 08/2016 - Current

ASEZ WAO - Portland, OR

IT Field Support Analyst, 12/2023 - 08/2024

Veridos America - Portland, OR

• Provided technical assistance to end users in the field by diagnosing and resolving hardware and software issues.

• Resolved customer inquiries via phone or remote access tools within agreed SLA's.

• Identified root causes of technical issues and developed solutions to resolve them quickly and effectively.

• Developed and implemented technical documentation related to system configuration changes, installation procedures, and user guides.

• Managed projects and parts inventory via Jira,

Technical Support Manager -, 05/2021 - 12/2023

ECD - Portland, OR

CONTACT

Address: Moreno Valley, CA 92557

Phone: 503-***-****

Email:

********.************@*****.***

SKILLS

EDUCATION AND

TRAINING

Associate of Applied Science,

Computer Information Systems, 2017

• Developed a virtual home lab via Cisco Packet tracer Acquired Real life NetSec skills by troubleshooting networks that have failed due to natural disasters via NGT labs

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• Established virtual networks

• Used Virtual Machines to scale up network resources Monitored network traffic to detect any malicious activities or unauthorized access attempts.

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IT Support: Configuring and securing LAN, installing software, connecting printers, Multimedia peripherals

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Low Voltage Electrical: A/V system installation and troubleshooting, security camera instillation and troubleshooting.

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• Created and refined technical/process documentation via Confluence.

• Help Desk Support

• Network configuration

• Equipment Troubleshooting

• Low-voltage cabling

• Remote Support

• Hardware Installation

• Application installations

• Debugging

• Virtualization Technologies

• Mobile Device Management

• Application support

• Network Security

• Inventory Control Systems

• Troubleshooting and diagnostics

• Technical Documentation

IT Technician, 09/2019 - 09/2021

Emergency Tooth Doctor - Beaverton - Beaverton, Oregon Portland Community College -

Portland, OR

Full Stack Network Associate

NGT Academy

• Resolve technical support calls and emails

• Provide helpdesk support to end-users of proprietary software

• Answer questions about product features and resolve user problems Document all issues and generate monthly reports detailing common problems and error trends

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• troubleshoot hardware issues

• troubleshoot software issues

Maintained system documentation and tracked hardware and software inventory

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• multimeter

• repair/ refurbish damaged devices

• assemble product to assist the manufacturing department

• Conduct company trainings

• traveling for PC and peripheral installations

• soldering

• reading schematics and diagrams

Installed and configured hardware, software, systems, networks, printers, and scanners.

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Troubleshot system issues related to network connectivity, software installation and configuration, printing.

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• Provided technical support to users via telephone or remote access. Configured and maintained network hardware, including routers, switches, firewalls, and wireless access points.

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Contact this candidate