It Support Technician

Name : Carlos Freeman

Number: 832-***-****

Email: *************@*****.***

Education:

(BA) Cyber Security

High School Diploma

Certifications:

COMPTIA A+

COMPTIA NET +

COMPTIA SEC+

Competency:

Hardware

Software

Soft Skills

PC Troubleshooting

PC Repair

Laptop Repair

Hardware Troubleshooting

Printers

POS Systems

Scan Guns

Tablets (IPADS, Samsung Tablets)

T70-Firstphones

Windows XP/7/8/10/11

Kronos

Service Now

VM Ware (Citrix)

Mac OS

Android OS

Apple IOS

Antivirus

Network Troubleshooting

Server Troubleshooting

Software Installation

Active Directory

Group Policy

ServiceNow

Active Directory

Microsoft 365

Avaya

Customer Service

MS Office

Documentation

Typing

Excellent Written & Verbal Communication

Multi Tasker

Quick learner

Autonomous worker

Work Authorization : Able to work in the US for any employer

Professional Experience:

The Home Depot May 2022 –Presently

Product Support Technician

Provided IT support to end users on a variety of computers/applications for Windows 7/Windows 10

Responds to telephone calls, chat sessions and email for technical support requests providing support for teammates with unlock/password resets and troubleshot various issues on a daily basis.

Documented, tracked and monitored issues ensuring a timely resolution using ServiceNow

Identify, research, resolve and respond to a high call volume simple to moderately complex issues/questions received through the Avaya call system software from internal THD employees

Dispatched 3rd party staff from different company for hardware repairs and RMA faulty equipment

Provide status and follow-up information to internal teammates.

Escalated calls to the appropriate department if necessary

Assisted real-time in the resolution of support issues to decrease downtime

Worked remotely

Keep current on policies/relevant product and industry trends to provide technically accurate solutions

Collaborate with other teams and departments to solve complex end user issues

Provision Access and account information to new THD employees as well as reset passwords

Used remote access to troubleshoot software and hardware problems

The School Of Grace 01/2020 – 08 /2021

IT Support

Provided IT systems support to students and faculty

Used remote access to

Responds to telephone calls, chat sessions and email for technical support requests providing support for over

Documented, tracked and monitored issues ensuring a timely resolution using ServiceNow

Identified, researched, resolved and responded to a high volume of simple to moderately complex issues/questions received from internal and external customers.

Provided status and follow-up information to internal or external customers.

Escalated calls to the appropriate department

Assisted real-time in the resolution of support issues to decrease downtime

Working from during Covid-19

Keeping current on policies/relevant product and industry trends to provide technically accurate solutions

Additional Notes : The role ended due to the pandemic and schools having to shut down.

US Navy 11/2019 – 01 /2020

Operations Specialist

Summary : I joined the US Navy in 2019 but signed up with parental consent in 2018 after I finished high school I went to bootcamp however during training I had an injury and had to be discharged honorably.

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