Help Desk Call Center

Robert Paud

951-***-**** ******.****@*****.*** https://github.com/robpaud

EXPERIENCE

IT Specialist I South Coast Air Quality Management District: April 2024 - Present

● Administrative duties working in Microsoft Active Directory and O365 Admin Center

● Support Microsoft 365 products such as Office 365 Apps, OneDrive, and Microsoft Teams

● Provide multi-tier user support through a call center/help desk. Perform technical help desk support, including, handling a high volume of customer inquiries and complaints and resolving requests by remote session, telephone, or email.

● Support and troubleshoot Zoom webinars/meetings

● Image, configure and troubleshoot laptops (both Windows and MAC) and desktop PC's

● Setup and configure network and desktop printers

● Install hardware equipment and various software applications

● Train and assist end users in using new applications and systems. Communicate technical issues to both a nontechnical and technical audience

● Maintain and monitor equipment and parts inventory; track equipment and hardware inventory

● Setup and troubleshoot personal and mobile computing systems and equipment, audiovisual equipment (iphones, hotspots, webcams)

● Assist in configuring basic Cisco voice system and phone equipment Revature Software Development Training Program February 2024 - April 2024

● Weekly coding challenges and projects based on real world implementation of Application Development.

● Furthering skill sets in Java, HTML, and SQL.

● Gaining experience with Spring Framework and RESTful APIs.

● Working with Java Database Connectivity.

● Coding projects that deal with Data & Analytics. Shift Lead Karl Strauss Brewing Company: September 2019 - April 2024

● Assigning duties to specific employees based on role and skills.

● Providing direct supervision to employees to ensure the restaurant operates correctly.

● Resolving work-related customer & employee issues that occur during the shift. Information Management Specialist (Internship) SCAQMD: June 2019 - Oct. 2019 & June 2020 - Nov. 2020

● Provide Tier 1 user support through a call center/help desk. Perform help desk support, including, handling a high volume of customer inquiries and complaints and resolving requests by remote session, telephone, or email.

● Setup, configure, & troubleshoot desktop PC's, network and desktop printers

● Install hardware equipment and various software applications

● Maintain and monitor equipment and parts inventory; track equipment and hardware inventory EDUCATION

California State University San Marcos

Bachelor of Science in Computer Science, December 2022

● Mobile Programming, Web Programming, Data Structures & Algorithms, Operating Systems, Software Architecture, Database Systems, Software Testing GPA: 3.74

SKILLS

● Languages: C++, C, Python, React, Kotlin, Java, JavaScript, Prolog, HTML

● IDEs: VSCode, Android Studio, Oracle, MySQL, Ubuntu, Git

● Applications: Office365, Active Directory, Cisco Jabber, Zoom, Adobe Acrobat

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