Customer Service System Administrator

ERIK TAYLOR

****.******@****.*** 435-***-**** Pleasant Grove, UT 84062

Summary

Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.

Skills

Software Updates

Network Operational Enhancements

Hardware Upgrades

Root Cause Analysis

Interpersonal Communication

Technical Documentation

System Troubleshooting

System Configuration Changing

Problem-Solving

Computer Security

Connectivity Resolution

Teamwork and Collaboration

Customer Service

Computer Diagnostics

Microsoft Certification

Help Desk Support

Hardware and Software Repair

Experience

Morinda American Fork, UT

Technical Support Engineer

June 2018 - Current

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors.

Replied to customer queries via email, messaging systems and support ticket platforms.

Provided support via remote desktop software, diagnosing customer issues over private and public networks.

Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.

Completed in-person service calls for internal and external support requests, maintaining exceptional customer satisfaction and resolution figures.

Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.

Disassembled computer systems to troubleshoot and resolve hardware issues.

Removed malware and viruses from laptops and desktop systems using specialized software.

Configured new employee work stations consisting of hardware, software and peripheral devices.

Burns Saddlery Salina, UT

System Administrator

06/2011 - 06/2018

Set up user accounts, permissions and passwords and defined network policies and procedures.

Set up, optimized and managed network equipment.

Determined and alleviated hardware, software and network issues.

Orchestrated and oversaw upgrades to system hardware and software.

Researched, recommended, configured and supported hardware and software for multiple departments.

Managed network-related projects from concept to implementation.

Delivered reliable support for server-class systems.

Managed day-to-day storage equipment administration to promote optimal system asset application.

Installed and maintained firewalls to secure on-site and cloud-based hardware against unwanted intrusions.

Education and Training

Snow College Ephraim, UT

Associate of Applied Science in Computer Information System

05/2013

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