Support Representative Sales Associate

Devonte Washington

*** ******* **, ****** *******, FL 32792 407-***-**** *******************@*****.***

OBJECTIVE

Seeking a technical support position with a local company or technical firm in the area that can use my related skills and current education.

SUMMARY OF SKILLS

Support Services: Experienced 6 years of customer support services, to include listening to their needs, making recommendations on products/services and satisfying customer needs across multiple companies.

Network Computer Repair/Maintenance: Skilled in areas of preventative maintenance and diagnosis of computers using software/hardware tools, troubleshooting concerns and able to upgrade.

Network Security/Data Protection: Able to perform security audits and come up with strategies to recover with topics to include password recovery, operating systems exploits, and IP Spoofing.

Programming Languages/Concepts: Familiar with Java, Cisco Systems, and Amazon Web Services.

Operating Systems: Able to use Windows 10 and Windows Vista.

Technical Proficiencies:

Network Concepts and Operating Systems

System Analysis and Design

Internetworking Security (Security+)

Database Management

Web Programming/Applications

VMware Virtual Infrastructure

EDUCATION

Seminole State College of Florida, Sanford, FL 2020-Present

Pursuing Associate of Science Degree in Information Systems Technology

Degree Specialization: Cloud Computing Specialization

Completed Certification: IT Client Specialist Certificate

RELATED PROJECTS

Amazon Web Services Lab 2021

Managed cloud storage by showing the customer how to find their storage specifications, demonstrating deleting content if needed, and formatting their storage area.

Supported customer by answering all their questions, researching concerns, and providing suggestions.

Helped to manage traffic between servers by researching with the client current traffic and assisting with adding limiters to oncoming traffic.

Changed tier subscriptions with responsibilities to include subscription cancellation or subscription upgrading.

Internetworking Security Lab

Explained general concepts of password security to the customer, giving examples of what is and is not a strong password.

Guided the customer through resetting their user password on the Windows 10 OS.

Performed a security audit on the customers computer which tested its overall security posture.

WORK HISTORY

Sales Associate, Home Depot, Altamonte Springs, FL 2020-2022

Team Member, Chick-Fil-A, Altamonte Springs, FL 2016-2021

Inventory Specialist, Eizo Tech Solutions, Altamonte Springs, FL 2019-2020

NOC/ITS Product Support Representative, Transcore, Orlando, FL 2022-Current

IT WORK EXPERIENCE

Transcore – NOC/ITS Product Support Representative

• Maintains daily monitoring and preventive maintenance to maintain blade performance over 1500 different lanes all over the state of Florida.

• Submits real-time updates to appropriate Supervisor for all faulty/damaged equipment

• Perform preventative maintenance on cameras and remote servers

• Monitor and update Helpdesk Requests in real-time, answering client questions and requests through our apps, by phone, and by email

• Escalate issues as required to relevant parties

• Perform daily evaluations on equipment every three hours

• Coordinate in a timely manner to Support and the Technical Team for any network abnormalities

• Ensure all equipment is physically and properly connected to the network with the correct configured settings

• De-escalate calls which are high level concerns for clients, assisting them for a solution in a timely manner

• Provided constant support to our team to minimize improper troubleshooting

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