IT Analyst
Resume:
Loren Walding Jr
Houston, TX ***** 832-***-**** ***********@*****.***
Professional Summary
Veteran Technology and Computer Repair Manager offering extensive experience running operations that deliver on-site and remote repair services. Hands-on leader with a proven record of excellence in customer service and satisfaction. Expert at replacing and upgrading assets ranging from desktop components to printers and user interface peripherals. Dedicated to maintaining consistent data privacy policies. Known for providing quick, efficient repair services under strict time constraints. Veteran, United States Air Force as a cryptologic linguist. Proven self-starter with significant entrepreneurial experience.
Skills
●Hardware and Software Configuration
●Technical Support
●Hardware and Software Maintenance
●Solder/SMD Repair
●Vendor Management
●Inventory Management
●Customer Service/Satisfaction
●Verbal and Written Communication
●Critical and Strategic Thinking
●Team Leadership
●Operations Excellence
●Training and Development
●Innovation and Entrepreneurship
●Samsung/Google/Asurion Certified Repair Technician
●Service Now/CMDB
●Desktop and Web Application Troubleshooting
●Active Directory
●Programming Fundamentals
Key Accomplishments/Qualifications
●Served in the USAF as a cryptologic linguist with an honorable discharge.
●Scored 95% general, 96% administrative, 97% electrical and 98% mechanical on the ASVAB.
●Promoted from technician to Assistant Manager within 6 months at uBreakiFix.
●Worked many years in the Restaurant and Hospitality sector learning Operations, Management, and Customer Service/Satisfaction.
●Independently designed and completed multiple technical projects to solve problems with innovative solutions.
●Fast learner able to teach others new techniques and procedures.
●Ordained Daoist Priest
Work History
Sherwin Williams - NOTF Analyst - IT Project Manager 08/2022 to current
●Guide onsite technicians through the network conversion process; troubleshoot failures.
●Manage and approve solutions for the Out Of Scope portion of NOTF project.
●Main point of contact for several vendors encompassing Electrical, Access Panel, ACM, and NOTF contracts.
●Update and manage tags and card placement in MeisterTask.
●Spearhead the development, training, documentation, and implementation of PrinterLogic configuration for specific store conversions.
●Consistently manage and gather data for reporting and ServiceNow ticket cleanup.
●Take additional calls to assist the Phone and Fax Team with basic troubleshooting.
●Lead weekly meetings with in-house teams and vendors to progress work stoppages or find solutions for edge cases.
●Analyze and reject or approve quotes for Out Of Scope, ensuring conformity with standards.
Sierra Nevada Corporation – IT Support Tech Tier 2 04/2021 to 11/2021
●Interact with End Users to troubleshoot issues with work devices.
●Remote into Users machine to install or repair software.
●Manage and update CMDB database with corporate devices.
●Change groups of Users and Computers in Active Directory.
●Service Now Stakeholder.
●Image machines with OSD.
Error Computer Repair – Electronics Repair Technician - Store Manager 10/2018 to 4/2021
●Managed all aspects of retail operations to ensure customer satisfaction and store profitability.
●Improved operations and streamlined process efficiency to improve repair capacity.
●Proactively studied current technologies and solutions to improve quality of repairs.
●Provided front line customer care by receiving calls and emails to assist customers with troubleshooting computer issues.
●Improved customer retention and loyalty through proactive communication and follow-up.
●Researched and identified problems with computers and advised staff and clients on top-tier solutions.
●Supplied end-user assistance for various systems via remote and in-store support.
●Diagnosed all primary and secondary issues and offer repairs to customers.
●Handled any warranty issues or customer complaints.
uBreakiFix – Electronics Repair Technician – Assistant Manager 08/2016 to 02/2018
●Managed all aspects of retail operations to ensure customer satisfaction and store profitability.
●Quickly and accurately troubleshoot issues with various electronic devices including phones, PCs, TVs, etc.
●Repair devices while following best practices and maintaining QC of repairs.
●Interact with customers at the counter and on the phone to best serve and resolve their issues.
●Guide customers to the appropriate repair or course of action while explaining complex technical principles in an easy-to-understand manner.
●Keep track of Metrics and make adjustments where improvement is needed.
Certifications
●Google Pixel Repair
●Samsung Cellular Repair
●Asurion Mobile Repair
●EdX - CS50
●Windows Server 2019
●IT Networking Fundamentals
●Daoist Priest
Contact this candidate