Hamisi Oliver

Helpdesk Specialist

C: 206-***-**** E: ady608@r.postjobfree.com

Professional Summary

Technical Support Specialist with over 5 years of experience diagnosing and resolving technical issues both remotely and on-site. Experience with software and application installations and updates, setting up email accounts, troubleshooting, and resolving user issues. I am looking to expand upon my skills and take the next step in my IT career.

Soft Skills

Strong written and verbal communication skills

Ability to multi-task

Team player

Leadership capabilities

Technical skills/tools

Windows 10

MS Active Directory

Application and software installations and updates

Internal ticketing system (ConnectWise)

Troubleshooting

MS Office Suite and Office 365

DNS, DHCP, and VPN

Education and Certifications

Renton Technical College (Renton, Washington) Completed 2013

Computer Networking Certificate

A+ Certification

Seattle Community College (Renton, Washington) Sep. 1996 – June 1999

Associates Arts Degree

Professional Experience

Compucom Seattle, WA

Field Service Technician Nov 2022 – Present

Install equipment and software to meet client needs

Maintain systems to ensure they run properly

Perform repairs when necessary, either through online chat, phone, or in-person

Train client staff on how to use new systems

NPI (IT Solutions & Support company) Kent, WA Service Desk Specialist Nov 2020 - Nov 2022

Served as the first point of contact for customers seeking technical assistance over the phone

Performed remote troubleshooting through diagnostic techniques and extensive information gathering

Assisted in completing company-wide migration from Windows 07 to Windows 10

Used internal ticketing system to resolve user issues including software and hardware malfunctions, completing necessary installations and updates, setting up outlook emails, etc.

Documented events and problems regarding customers’ technical issues

Followed-up and updated customer status and information

Young’s Market Auburn, WA

Helpdesk Specialist March 2020 - Oct 2020

Supported and maintained warehouse equipment to ensure stable performance

Utilized help desk tracking and reporting software, tracked issues daily

Conducted research to understand, explain and resolve technology issues

Followed up with users after problems have been resolved

Worldwide Services SeaTac, WA

Material Handler December 2019 - March 2020

Checked incoming deliveries to make sure all ordered material meets quality standards

Loaded and unload packages

Organized stock in the most efficient way using pallets and cranes

Received and check incoming pick tickets

Wesley Homes Des Moines, WA

IT Support June 2015 - December 2019

Rectify computer problems and suggest appropriate action/solutions

Offered support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems

Administer computer desktop support in accordance with established policies and procedures

Retain, investigate, and restore computer systems, hardware, printers, and computer peripherals

Utilized Active Directory

Appointed as Lead to oversee escalating Tier 1 technical issues for quick and effective resolution

AmeriCorps Seattle, WA

Computer Navigator Lead January 2015 - June 2015

Assisted clients with technical-related issues

Provided exceptional customer service

Instructed basic computer courses for clients

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