Hardware Configuration Call Center

Andy Russell

New Caney, TX ***** • 346-***-****• ********.*****@*****.***

Multi-Certified IT Help Desk Technician

CompTIA A+ certified professional with working experience providing technical support to end users

Proven success in a high-volume call center, strengths in rapidly diagnosing and resolving client issues

Consistently praised for communicating effectively with technical and non-technical users and patience in dealing with frustrated customers

Key Skills

Complaint Handling

Technical

Troubleshooting

Team Collaboration

Hardware Configuration

Software Installs

LAN Connectivity

Problem Diagnosis

Customer Service

Phone & Online Support

Client/Server Models User

Training/ Support Effective

Communication

Education History

MyComputerCareer – Houston, TX Anticipated Graduation date: Information Technology Systems Administrator January 16, 2020

Certifications: CompTIA A+ (1001-1002), MTA Security Fundamentals (98-367), Linux Essentials (010)

Divergence Academy - Houston, TX Graduation date: Cyber Security April 12, 2022 Professional Profile

Virtuo Group Corp. Houston TX - Mobile Migration Technician February 2020-

Assist with the investigation, evaluation, and outsourcing of learning technology initiatives, markets, and products

Coordinate planning, designing, and development of Learning management system and in-house system training for customers.

Met professional obligations through efficient work habits such as meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others

American Residential Services, Houston, TX – Sales Support Associate March 2019 – 2020

Decreased the sales cycle by ensuring all needed information was included upfront for orders Established dialogue with clients for the exchange of information to improve specific company requirements for reports.

Recognized as subject matter expert for the workflow processes and quality assurance. EATEL Communications, Gonzales, LA– Installation Technician October 2014 – July 2015

Spliced fibers using fusion splicing or other techniques. Successfully worked through unexpected issues that go hand in hand with a newly launched product.

Worked with NOC (Network Operational Call Center) to plan and restore outages within the time allowed.

Charter Communications, Worcester MA,-Call Center Technician September 2013- February 2014

• Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation.

• Documented detailed descriptions of individual issues in the ticket system and diligently followed up.

• Received positive success ratings on performance reviews with top marks in communication and service.

Technical Proficiencies

Software: MS Office Word, Excel, Outlook; VMware applications, Anti-virus programs Browsers: Chrome, Firefox, Safari,

Hardware: PCs, Laptops, Printers, Routers, Modems, Telephony Systems Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Unix, NetWare Servers, Citrix

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