Luke J Pack

Sheffield, AL 256-***-**** adth89@r.postjobfree.com

Service-focused IT professional who brings emotional intelligence, technical proficiency, and problem-solving skill; addresses customer concerns using active listening and conflict management expertise; manages ambiguity with a positive mindset; pays attention to detail; collaborates, adapts, and leads with empathy.

PROFESSIONAL / TECHNICAL SKILLS & ABILITIES

Tech support Network connectivity troubleshooting Operating system installation & updates Windows configurations troubleshooting Disk management with Windows utilities Network device management Assignment of static IP addresses Firewalls & antivirus set-up & maintenance TCP/IP, DNS & DHCP Various distributions of Linux Active Directory Cabling Cloud Computing AV Maintenance Virtualization

Analytical Adaptable Strategic thinker Time management & prioritization Customer service & sales Highly professional Interpersonal Situation de-escalation

WORK EXPERIENCE

Security Engineers Inc Helen Keller Hospital—

Visitor Control Officer/Security Officer 2019–2020

Provided security for hospital and outlying properties

Maintained order in patient and visitor interactions to avoid conflict and escalation

Western Shamrock Corp/Western Finance—Loan Account Specialist 2018–2019

Evaluated client account needs to grow business and customer base

Conducted fieldwork to guarantee continued business and security of assets

Coca-Cola Bottling Company United—Large Store Merchandising Trainee 2017–2018

Distributed shipments to guarantee product availability to meet needs at multiple stores

Maintained product and stock levels on call, especially during times of high demand

Ensured product rotation to avoid distribution of expired or damaged goods

North American Title Loans, Inc—CSR; Assistant Manager 2012–2017

Evaluated client account needs to grow business and customer base

Handled daily reports, customer payments, petty cash, daily deposits

Conducted fieldwork to guarantee continued business and security of assets

American Wholesale Book Company—RES 2011–2012

Received seasonal returns from retail stores

Sorted, organized, and repacked products for redistribution or return

DHS Hospitality, LLC Comfort Suites Hotel—Front Desk Clerk/Night Auditor 2010–2011

Secured hotel for after-hours operations; made reservations via phone or walk-in

Conducted end-of-day reports and deposits

Addressed guest needs and questions regarding hotel products and services

Patrolled the property to guarantee continued security of exits after hours

Opened business for new day, preparing morning reports and continental breakfast

Sears, Roebuck & Co—MCA; Electronic Sales Associate 2011–2012

Accepted departmental calls to resolve customer inquiries

Performed merchandising and sales and assisted with inventory control

Helped to guarantee functionality of departmental materials and demo products

The Shoals Law Group—PPS; Technical Support Advisor 2009–2010

Resolved network issues for law partners and assistants

Restored connectivity and performed computer maintenance through basic troubleshooting

Delivered documents and served subpoenas as needed

Verizon Wireless—Data Technical Coordinator 2008–2009

Offered level one tech support and cellular network administration

Devised technology solutions and solicited customer feedback to guarantee satisfaction

Educated customers to provide one-step resolution of problems with cell phones and networks

Direct TV—Cust. Service Rep in Tech Support I & Sales & Billing; Cust. Retention Group, Internet Solutions, Tech Support II 1999–2001/2006–2008

Analyzed customer behavior to communicate with customers and sales representatives

Addressed customer complaints and developed retention strategies

Negotiated with customers to renew contracts and retain business

Met with sales team to implement sales strategies and customer retention solutions

Radio Shack—Sales Associate; Manager in Transition; Assistant Manager 1995–2005

Provided general store-level administrative support, customer service, and retention

Prepared visual imaging, sales, and demonstration materials

Trained employees and managed inventory, audits, cash reconciliation, deposits

CERTIFICATIONS AND EDUCATION

MyComputerCareer, IT Training

Information Technology Security Administration Graduated 06/2022

with Academic Achievement for GPA of 97% or better

Calhoun Community College

Studied CIS Networking/Security; Certified in Microsoft Office

Specialized Training

Verizon Wireless—Data Technical Coordinator; Tech Support

DirecTV—Customer Retention Group; Internet Solutions; certified in Tech Support I & II

RadioShack—customer service, technical certifications, store management training

IT Certifications

MTA Security

Certifications in Progress: CompTIA, Linux

Soft Skills Pathways Certificates

Personal and Professional badges in Commitment, Legacy, Network, Success, Career, Skills

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