Support Customer Service

Tyson Lovelace

Kennesaw, GA 678-***-**** ************@*****.*** LinkedIn.com/in/tyson-lovelace

Summary

Technically minded professional in Field/PhoneTech Support. Strategic thinking with a talent in Windows Network and computer concepts. Experience in remote software deployment, installing, re-imaging, configuring and monitoring IT systems. Has ability to identifying technical issues, create process and can work independently or in a team environment.

Technical Competencies

• Peripheral Devices & Connectors Certification • Window Server Admin

• Windows Installation Certification • Microsoft Backup Solution

• IP Networking/Wi-Fi /Router Configuration • PC, Laptop Repairs

Professional Experience

Tech Support – eBryIT, August 2019 - Present

Installing, configuring, diagnosing and repairing Fulton County School Systems, LAN/WAN Network, student Lapt,ops, including Windows TCP/IP, Wi-Fi, Firewall issues, repairing LCD Screens, Palm rest, Bezels, Motherboards, Keyboards, Re-imaging laptops etc.. on all types of hardware including Latitude 3189s and Latitude 3150 to name few.

Field Technician - Children’s Healthcare of Atlanta, February 2019 – August 2019

Provide personal level Customer Service. Diagnose and support hardware failures, operating system applications issues and network connectivity. Responosible for resolving Windows, Office365, Ms Outlook, and workstation applications such as Anti-virus/Spyware applications, FTP clients, diagnostic tools (MsDart, Windows PE, Windows System Recovery).

Re-image Laptops/Desktops within Microsoft Deployment Tool (MDT).

Tech Support Rep - Aaron’s Inc, August 2018 – January 2019

Technical Support for IT team troubleshooting and resolving hardware and software issues.

Supporting Windows Installation and configuration, Altris Software deployment, Ghost re-imaging, reconfigure or reinstall desktop software, MS Office Suite via onsite, telephone and webx remote support. Troublshooting network communication protocols including TCP/IP, Wi-Fi, Firewall issues,Printing (IPP), etc..

Ensure all issues/requests are handled with appropriate SLA.

Take ownership of issues from end-to-end to to reach a resolution for requests and incidents.

Conduct System and User Acceptance Testing (UAT) for internal applications.

Prioritize end user support request and service requests.

ServiceNow ticketing system to track tickets and provid up-to-date status and information.

Tech Support Rep - TBU Consulting, May 2017- December 2017

Installing Windows Server 2008R2 as Remote Desktop Host Server (RDP).

Configuring LAN/WAN Properties including IP addresses, subnet masks, DHCP, DNS and Active Directory Domain user admin and Group Policy. Create and configure Hyper-V virtual workstations and servers. Troubleshoot Windows Server Event logs

Performed diagnostic testing on desktops and laptops.

Education

Chattahoochee Technical College January 2018 – Present – Network Technology Associate Degree

* Network Technology * Windows Operating System

* Linux Operating System * Hardware installation and maintenance

Year Up Program January 2018 – February 2019 - Certificate of completion

PC Repair /Network Support training

Cybrary Micro Certification Windows Server Installation Configuration.

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