Desktop Support Specialist

Jeffrey Hauser

Fort Lauderdale, FL *****

****************@*****.***

+1-727-***-****

IT system and network education professional, that improves performance for staff at all levels. Expert in balancing multiple priorities and conveying complex technical concepts and applications to clients. Work Experience

Integration Engineer - Contract

mindtree - Sunrise, FL

January 2020 to September 2020

• Assisted customers with various types of technical issues via email, live chat and telephone.

• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

• Supported ticket support systems such as Freshdesk, Zendesk, and Salesforce.

• Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users. Support Specialist - Contract

Southeastern University - Davie, FL

January 2017 to December 2018

• Supported Blackboard

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

• Supported employees with advanced troubleshooting on helpdesk tickets. Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

Education

Master's of Technology in Education

Nova Southeastern University Davie - Davie, FL

June 2018

Bachelors of Science in Information Technology

Broward College - Davie, FL

July 2014

Skills

• Blackboard

• MySQL

• Zendesk

• Salesforce

• Biotrack

• Team Viewer

• O365

• Software Troubleshooting

• Active Directory

• Help Desk

• Technical Support

• Desktop Support

• Operating Systems

• Network Support

• Live Chat

• Computer Networking

• Troubleshooting

• Remote Access Software

• Mac OS

• Microsoft Windows

• Microsoft Windows Server

• TCP/IP

• Learning technology

• Instructional design

• Java

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