Entry Level Customer Support
Resume:
Julian Garve
Bronx NY
*********@*****.***
Objective: To obtain an Entry Level Cybersecurity analyst/IT Tech position
Summary
Ability to diagnose and resolve basic technical issues. Proven experience as a Helpdesk Technician and other customer support role. Excellent communication skills. Bilingual proficient in English/French/Haitian-Creole. Good understanding of computer systems, mobile devices and other tech products. Customer oriented and cool-tempered
Experience
IPS Inc. New York, NY February 2020 - July 2024
Dispatcher/Shift Leader
• Utilized systems to assign work, reassign work or balance work ensuring crews are busy at all times. Received and answer emergency and non-emergency calls. Assessed situation and prioritized calls. Address customers issue and resolved. operate and maintain computer aided dispatch CAD system. Control worklow by assigning work orders to different department to ensure work balance is distributed equally. Coordonate delivery of any sort
• Assisted updating IT security policies, procedures according to organization requirements. Used Microsoft word and other software to create documents. Monitored security tools to identify incidents issues, threats, and vulnerabilities. Reduced 70% of storage by scanning and eliminating outdated record.
•Jays Consultant IT Technician Orlando FL August 2015 – January 2020
•Served as the first point of contact for customers seeking technical assistance over the phone or email. Determined the best solution based on the issue and details provided by customers
•Performed remote troubleshooting through diagnostic techniques and relevant questions. Walked the customer through the problem-solving process. Provided accurate information on IT products or services
•Recorded events and problems and their resolution in logs. Directed unresolved issues to the next level of support personnel
Education
Monroe College Bronx Campus January 2014 – August 2016
Associate of Science Degree Criminal Justice
IBM Cybersecurity Certificate Coursera online January 2023 – March 2023
Google Professional IT Certificate Coursera online June 2022 – August 2022
Awards
Monroe College Dean List, April 2015 President List, August 2016
U.S Army Engineer Corps Security Specialist Honorably Discharge
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