Service Representative Desk Technician
Resume:
Toby Scott
Helpdesk, Networking, Implementation Tech
Tampa, FL 33617
**********@*****.***
Solution-oriented, highly analytical, and resourceful technical professional with 6 years of technical troubleshooting, end-user service and network monitoring experience. Proven ability to provide creative and effective issue resolution through the application of highly developed problem-solving skills. Currently studying SQL, Tableau and Python
#readytowork #ciscocertified #ithelpdesk #CertifiedWireless #techsupport #networking
#implementationtech
Authorized to work in the US for any employer
Work Experience
Implementation Technician
CSI Companies (Bloomin Brands) - Tampa, FL
December 2022 to Present
Store support for system upgrade and network connectivity
• Provide phone presence for incoming vendor requests and queries.
• Addresses and resolves basic incidents and requests, logs all issues, requests, and engages other resources or appropriate supervisory personnel to resolve issues that are beyond the scope of their ability or responsibility.
• Source, Image and Ship hardware devices in response to break/fix requests
• Ensures a quality customer oriented end-to-end restaurant installation experience and provide a single point-of-contact for the installation vendor.
• Document all relevant information, including name, contact information, time and nature of issue, troubleshooting steps taken, and resolution path.
• Utilize knowledge base, FAQ’s, teammates and all other available resources to aid in incident resolution in order to resolve customer’s issues effectively and efficiently.
• Identify and learn appropriate software and hardware that is used and supported by the organization.
• Contribute to overall team effort in achievement of established SLA’s.
• Consistently meet and exceed established benchmarks in performance set forth by management for all Service Analysts.
• Use command-line interface (CLI) to ping device
Help Desk Technician
Badcock Home Furniture & More (Franchise Group) - Mulberry, FL January 2022 to December 2022
Support corporate clients and store support
• Reset user passwords and resolved user access challenges using active directory and Microsoft Azure
• Configure HP and Lexmark printers for stores / change ip address to match network specifications
• Use command-line interface (CLI) to ping devices
• Use Putty to start, stop or query servers / Scan network
• Update and maintain assets list for printers and scanners
• Configure and test handheld scanners for store deployment
• Documented all troubleshooting, resolution and escalation steps using Footprints
• Use remote tools such as Remote Desktop Protocol (RDP) Virtual Network Computing (VNC) and Ring Central to assist clients
• Use Aruba Airwave to access virtual controller and access points.
• Use Solar Winds, Grafana and Zabbix to monitor/ping TCP/IP connections, network connectivity and devices that may be slowing the network down / outages
• Leveraged the Confluence knowledge base to quickly access answers to any unfamiliar request.
• Use Storis to assist stores with issue on orders.
• Use Storis to add additional cash drawers
Help Desk Support
Source Select Group (Badcock Home Furnishing) - Mulberry, FL August 2020 to January 2022
Same as above position.
IT Help Desk
StaffEX (Hillsborough County Supervisor of Elections) - Brandon, FL July 2020 to August 2020
Provide technical assistance to 4 locations within Hillsborough County
• Monitor, track and respond to helpdesk tickets as requests are made
• Escalate situations to management requiring urgent attention
• Setup and deploy new computer systems and perform routine maintenance to include desktops, laptops and tablets
• Complete user setups including hardware, software, and systems access, providing technical support and troubleshooting as required
• Maintain computer equipment and software to ensure secure and efficient operations
• Assist with organization video, badge access security, and phone system
• Develop, implement, and manage information systems and information technology initiatives as assigned
• Stay current with system information, changes and updates
• Assist in integrating new applications and technologies into the current system
• Other duties as required
IT Help Desk Technician
Bealls Inc. - Bradenton, FL
April 2019 to April 2020
Supported corporate clients with Microsoft Desktop and O365 issues.
• Assist corporate clients with installing new software and printers (local /network)
• Helped users install RSA toolbar and tokens for VPN access
• Reset user passwords and resolved user access challenges using active directory
• Use CLI to find IP addresses or ping devices
• Use CLI to start, stop or query servers
• Used VNC to assist users on virtual machines
• Troubleshoot AS 400 print ques
• Documented all troubleshooting, resolution and escalation steps using LANDesk
• Used remote tools such as Landesk to assist clients
• Used Solar Winds to monitor/ping TCP/IP connections, network connectivity and devices that may be slowing the network down
• Leveraged the Right Answer knowledge base to quickly access answers to any unfamiliar request. IT Help Desk Technician
Kforce (Bealls) - Bradenton, FL
September 2018 to April 2019
Same as above position.
IT Helpdesk Representative
Pomeroy (Cintas) - Tampa, FL
June 2015 to July 2018
• Supported corporate clients with Microsoft Outlook, Office, and Skype issues.
• Assist corporate clients with installing new software, monitor drivers and printers (local /network)
• Helped users install RSA toolbar and tokens for VPN access
• Reset user passwords and resolved user access challenges using active directory
• Use CLI to find IP addresses or ping devices
• Employed Office365 Admin Portal to assign E3 licensing
• Used VNC to assist users on virtual machines
• Troubleshoot drivers with connectivity and printer issues from Intermec CN3 /CN70
• Documented all troubleshooting, resolution and escalation steps using Service Desk and Assist ticketing systems
• Used remote tools such as Bomgar, Teamviewer, Landesk, and Airwatch to assist clients
• Used SolarWinds to monitor/ping TCP/IP connections, network connectivity and devices that may be slowing the network down • Leveraged the Right Answer knowledge base to quickly access answers to any unfamiliar request.
Technical Service Representative
Computer Generated Solutions - Tampa, FL
August 2014 to June 2015
• Diagnosed and repaired issues that arise from printers, computers or applications.
• Configured computers and peripherals to meet user needs
• Engaged end-users remotely to resolve or escalate questions surrounding application usage and reporting errors
Partner
CHOW & SCOTT KEEPSAKES - Tampa, FL
May 2010 to August 2014
• Provided photograph/videography services for client events and marketing efforts
• Developed/executed social media strategies for area small businesses
• Negotiated vendor relationships with various media outlets Personal Banker
Citibank - Tampa, FL
January 2010 to May 2010
• Provided the highest levels of customer service to Citibank customers
• Proactively suggested banking and financial products to current clients Customer Service Consultant
ALLTEL - Tampa, FL
October 2006 to October 2009
• Resolved a variety of customer inquiries such as technical and billing questions for customers
• Kept up-to-date with evolving technology and translated this information into terms customers could understand
• Assisted customers with selecting a rate plan that will accommodate their needs Education
Certificate in Cisco CCNA
Hillsborough Community College - Tampa, FL
2014
Associates of Arts
Hillsborough Community College - Tampa, FL
2006
Certificate in SQL in SQL Essential Training
Linkedin Learning
September 2022
Skills
• Technical Support
• Networking
• Cisco
• Active Directory
• VPN
• Network Monitoring
• TCP/IP
• LAN
• Network Support
• Linux
• Help Desk
• Microsoft Windows
• DHCP
• Azure
• Solarwinds
• SQL
Certifications and Licenses
CWNP CWT Certified Wireless Technician
December 2019
https://www.cwnp.com/certifications/cwt-100/
The Certified Wireless Technician (CWT) is an individual who can install APs based on a design document, configure the AP for initial operations and ensure connectivity. The individual can troubleshoot basic problems and assist users in-person or through remote communications in problem resolution. The ability to configure a WLAN client for connectivity is paramount with an understanding of the configuration process for SSIDs, security settings and other client adapter settings. This individual is not responsible for WLAN design, analysis or security design; however, the CWT should be able to gather information from a design specification document to properly configure an AP and troubleshoot individual connection issues. The CWT may not be aware of the actual WLAN architectural design, the RF design or the full feature set in use to implement the WLAN. Cisco Certified Entry Networking Technician (CCENT) February 2020 to February 2023
The CCENT certification validates the skills required for entry-level network support positions, the starting point for many successful careers in networking. CCENT certified professionals have the knowledge and skill to install, operate, and troubleshoot a small enterprise branch network, including basic network security.
CCNA Wireless (Failed)
February 2020
This exam tests a candidate's knowledge of Radio Frequency (RF) and 802.11 technology essentials along with installing, configuring, monitoring and basic troubleshooting tasks needed to support Small Medium Business and Enterprise wireless networks. (Failed) I the test has retired so I will not be able to redeem myself. I will start working on the new CCNA in May 2020.
220-1001 - CompTIA A+ Certification Exam: Core 1
February 2021 to February 2024
CompTIA A+ 220-1001 covers mobile devices, networking technology, hardware, virtualization and cloud computing and network troubleshooting. https://www.comptia.jp/pdf/comptia-a-220-1001-exam- objectives.pdf
220-1002 - CompTIA A+ Certification Exam: Core 2
May 2021 to May 2024
CompTIA A+ Core 2 measures the necessary skills for an entry- level IT professional. Successful candidates will have the knowledge required to: • Assemble components based on customer requirements. • Install, configure, and maintain PCs, mobile devices, and software for end users. https://www.comptia.jp/pdf/comptia-a-220-1002-exam-objectives.pdf AWS Cloud Technical Essentials
January 2022 to Present
Issuing Organization:
Coursera
Issue Date:
January 2022
Expiration Date:
This certification does not expire
Credential ID:
M3A2UBFHZVRS
Credential URL:
https://www.coursera.org/account/accomplishments/certificate/M3A2UBFHZVRS SQL Essential Training by Linkedin Learning with Bill Weinman September 2022 to Present
SQL Essential Training is designed to help users understand the most common language for database wrangling, SQL. All the lessons have been recorded in SQLiteStudio, an intuitive and easy-to-install database manager. Instructor Bill Weinman teaches all the major features of SQL: creating tables; defining relationships; manipulating strings, numbers, and dates; using triggers to automate actions; and using subselects and views.
Assessments
Cognitive ability — Expert
July 2020
Combining pieces of information to form general rules or conclusions. Full results: Expert
Basic computer skills: PC — Proficient
August 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Proficient
Analyzing data — Highly Proficient
December 2020
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Highly Proficient
Programming fundamentals — Proficient
December 2020
Designed by engineering managers and real-world employers, this test gives you hard data points to evaluate technical competency
Full results: Proficient
Technical support — Highly Proficient
February 2021
Performing software, hardware, and network operations Full results: Highly Proficient
Technical support: Customer situations — Highly Proficient May 2021
Responding to technical support situations with sensitivity Full results: Highly Proficient
Customer service — Highly Proficient
May 2021
Identifying and resolving common customer issues
Full results: Highly Proficient
Customer focus & orientation — Highly Proficient
September 2021
Responding to customer situations with sensitivity Full results: Highly Proficient
Work style: Conscientiousness — Proficient
February 2021
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Basic computer skills — Highly Proficient
September 2021
Performing basic computer operations and troubleshooting common problems Full results: Highly Proficient
Attention to detail — Proficient
May 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Scheduling — Highly Proficient
May 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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