Desktop Support Technician
Resume:
WORK EXPERIENCE
IT Help Desk Analyst
Tailored Brands - Houston, TX
June 2016 to July 2020
First point of contact (20-30 incoming calls daily) providing support for basic incident resolution and requests reported to the division service desk via Service Now ticketing system.
• Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components (Windows 7/10, Chromebooks, iPads, Macbooks, and MS Office).
• Performed remote troubleshooting of software issues via LANDesk Ivanti and SCCM.
• Performed password resets, troubleshot POS register issues, printer installs, RF scanner devices, and some software support.
• Administration of Active Directory (grant access to accounts, remove/add user to groups)
• Responsible for timely support for phone messaging system, voicemail, iPads, and cellular phones.
• Instructed clients in the basic use of approved hardware/software.
• Followed up with users giving status updates and confirmation of completion on incidents and requested items
• Installed and configured new PC hardware and software.
• Cross-trained with second level support teams: Desktop Support and Distribution IT
• Assisted in performing annual Inventory Processes with Distribution IT
• Performed Quality Assurance of IT Help Desk calls Geek Squad Advanced Repair Agent Lead
Best Buy
February 2013 to June 2016
Full Time)
Promoted to Lead Advanced Repair Agent for my precinct due to my skill and proficiency in the Advanced Repair Agent role.
My responsibilities in this role are the same as listed above but also include working directly with Geek Squad leadership in the planning and execution of changes and improvements in the day to day operations of the precinct, primarily focusing on
JOSHUA
OUSLEY
IT Help Desk Analyst
Kingwood, TX 77345
adeq97@r.postjobfree.com
Authorized to work in the US for any employer
how to improve productivity and efficiency on the repair side of the business. I am also responsible for the training and coaching of new Advance Repair Agents or agents looking to move into the role from the Counter Agent role. Geek Squad Advanced Repair Agent (ARA)
Best Buy
August 2012 to February 2013
Promoted to Advanced Repair Agent due to internal restructure of Geek Squad positions. I was shifted to an Advanced Repair Agent due to my proficiency and skill on the repair side during my time as a Counter Intelligence Agent. My primary responsibilities as an Advanced Repair Agent included, but were not limited to:
• Performed basic computer repairs and services including but not limited to: hardware installation and upgrades, software installation and upgrades, virus removal, Windows troubleshooting and repair
• Maintaining records of work done to units both written and in the tag management system (STAR and NOVA)
• Maintaining client queues and communication
Counter Intelligence Agent
Best Buy
April 2005 to August 2012
Promoted from Sales Associate to Geek Squad CIA based on computer knowledge, excellent sales, and positive reviews from customers, Geek Squad leadership, and store management. My primary responsibilities as a Counter Intelligence Agent included, but were not limited to:
• Greeted clients and determined their needs and wants
• Greeted clients and determined their needs and wants
• Performed basic troubleshooting of client's devices. (Computers, laptops, cameras, audio/video devices, cell phones, tablets, and other devices)
• Checked in client's devices using internal tag management system (STAR)
• Performed basic computer repairs and services including but not limited to: hardware installation and upgrades, software installation and upgrades, virus removal, Windows troubleshooting and repair
• Maintaining records of work done to units both written and in the tag management system (STAR)
• Maintaining client queues and communication
Sales Associate - Computer Department
Best Buy
November 2003 to May 2005
My primary responsibilities as a sales associate included, but were not limited to:
• Greeted customers and determined their needs and wants
• Discussed type, quality and number of merchandise required for purchase
• Recommended merchandise based on individual requirements
• Advised customers on utilization and care of merchandise
• Provided advice to clients regarding particular products or services
• Explained the use and advantage of merchandise to customers
• Answered customers' queries and concerns
• Showed the live working of merchandise
• Quoted prices and discounts as well as credit terms, trade-in allowances, warranties and delivery dates
• Prepared sales contracts and accepted payment through cash, check and credit card
• Assisted in display of merchandise
• Maintained sales records for inventory control
EDUCATION
Associates of Applied Science in Game Design and Development Lone Star Community College
2010 to 2014
Associates of Applied Science in Graphic Design
Kingwood Community College
2003 to 2006
SKILLS
Service Desk (4 years)
Tech Support (10+ years)
Desktop Support (10+ years)
Active Directory (4 years)
Help Desk (3 years)
Microsoft Office (10+ years)
SCCM (Less than 1 year)
LANDesk (4 years)
Adobe (10+ years)
iOS/iPhone (10+ years)
Android (10+ years)
Customer Service (10+ years)
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Quality Assurance (Less than 1 year)
Windows (10+ years)
Photoshop (10+ years)
Data Entry (1 year)
Flash (1 year)
Graphic Design (10+ years)
Networking (1 year)
Helpdesk Support (4 years)
MAC (5 years)
ServiceNow (4 years)
Software Troubleshooting (10+ years)
Computer Hardware (10+ years)
Operating Systems (10+ years)
VPN (4 years)
TCP/IP (4 years)
Network Support (5 years)
Remote Access Software
Citrix (4 years)
ASSESSMENTS
Technical Support — Highly Proficient
September 2019
Applying protocols to identify errors and solutions in order to maintain system function. Full results: Highly Proficient
Basic Computer Skills: PC — Highly Proficient
September 2019
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems. Full results: Highly Proficient
Technical Support: Customer Situations — Highly Proficient July 2020
Responding to technical support situations with sensitivity. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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