Henry McGill

Gainesville, FL 352-***-****

IT Support Specialist

Customer-oriented IT Support Specialist skilled in effective communication strategies, consultative services and innovative solutions. I’m seeking to employ my skill sets in a job order coordinator role. I'm adept in processing orders, forms, applications & service requests. I have experience using the ServiceNow program. I have real world experience using multi-tasking methods to communicate with various types of customers through preferred channels. I'm passionate about process improvement drawing from my Lean Six Sigma Yellow Belt training in Iwakuni, Japan. I have written many different types of proposals and also presented them in my work history and educational experience, I also have years of hands-on experience with technical documents.. I’m currently ITIL V4 certified, and working towards my CompTIA A+, Network + and Security + IT certifications to enhance my hardware, software, and network support proficiency. I have also performed operating system deployments, user permission assignments through Active Directory.

SKILLS & ABILITIES

■Customer & Client Service

■Windows 11 & Microsoft Office Suite

■Prioritization

■Technical Support

■End User Support

■ServiceNow

■Active Directory

■Problem Solving

■Backup & Recovery

■Configuring Software

■Operating Systems

■Organization

■Help Desk & Ticketing

■Analytical Skills

■Data Management

EDUCATION & CERTIFICATIONS

Cybersecurity Claim Academy St. Louis, Missouri 2022 Graduate

Computer User Support Specialist Program ACI Learning Jacksonville, FL 2021 Graduate

Professional Certifications: ITIL v4 CompTIA A+ Network+ Security+

Strategic Communication Temple University Philadelphia, PA Aug 2012 - Apr 2017

PROFESSIONAL EXPERIENCE

Meter Reader Oct 2022 - Jan 2023

Gainesville Regional Utilities, Gainesville, FL

●Reads electric, gas, and water meters on assigned routes and records readings using a handheld computer while complying with a departmental read-accuracy standard.

●Provides professional, polite and courteous customer service and interaction; refers customer inquiries and complaints to the appropriate department.

●Performs basic arithmetic calculations to answer customer’s questions regarding utility usage

●Adheres to City and departmental policies and code of conduct.

●Followed up with the customer to ensure the issue was resolved and no further issues emerged.

Client Technologies April 2022 - July 2022

Arn Amy, Tallahassee, FL

●Received customer issues through ServiceNow

●Analyzed and reviewed customer issues while organizing them by priority level

●Decided the best route to resolve issues, whether troubleshooting or issuing updated hardware.

●Notated every step of the troubleshooting process in ServiceNow.

●Logged time spent resolving customer issue

●Followed up with the customer to ensure the issue was resolved and no further issues emerged.

●Created spreadsheets using Excel to track and manage assets

●Answered user inquiries regarding computer software or hardware operation to resolve problems.

●Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

●Entered commands and observed system functioning to verify correct operations and detect errors.

Transcriptionist Aug 2021 - Current

Rev, Remote

■Ensured accuracy of the transcribed text

■Understands details of client requirements regarding formatting and notation

■Completed transcriptions in a timely manner, reviewing grammar, punctuation and spelling prior to submission

■Remains familiar with the latest transcription software and recommend upgrades or enhancements if necessary

■Corrected any errors or inaccuracies in a timely manner

■Ensured typing skills are honed and remain sharp by completing typing drills on a regular basis

Customer Service Representative 10/2019-6/2020

Circle K, 5200 NE Waldo Rd., Gainesville, FL 32609

●Processed all sales on the cash register properly and accurately, handling money, checks, and other types of payment received for products sold. I perform multiple-functions: operating the fuel console, lottery machine, money order machine, & telecom transactions. I also perform cleaning duties necessary to maintain store cleanliness inside and out; as well as basic upkeep and cleaning of all equipment at the store.

●Received and verified vendor deliveries. Controls merchandise, cash shortages, and other selling expenses. Assisted in maintaining proper inventory levels and shift audits.

● Performed all duties with minimal supervision.

●Worked 39 hours per week

Barista 07/2017-10/2019

Starbucks Coffee Company, 201 SE 1 St Suite 107/108, Gainesville, FL 32601

●Acted with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks.

●Maintained a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift

●Anticipated customer and store needs by constantly evaluating the environment and customers for cues. Communicated information to the manager so that the team can respond as necessary to create the Third Place environment during each shift.

●Worked 25 hours per week

Assistant Work Center Supervisor 08/2007-03/2012

United States Marine Corps, Various Locations

■Oversaw staff and assigned necessary tasks based on equipment issue needs.

■Ensured Flight Work Center quality, maintenance, and training excellence.

■Maintained and updated pilot flight gear equipment records.

■Supervised inspections established and coordinated three work center production schedules.

Network Technician

Jan 2001 - Jan 2003

City of Gainesville, Gainesville, FL

■Managed, troubleshot, repaired, and implemented computer and network systems.

■Provided network and desktop support for user needs and recommended appropriate support through various channels of communication.

■Partnered with the IT department to ensure security software was properly installed on government computers.

■Oversaw the daily performance of computer systems.

■Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

■Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

■Developed training materials and procedures, or trained users in the proper use of hardware or software.

■Referred major hardware or software problems or defective products to vendors or technicians for service.

■Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.

■Prepared evaluations of software or hardware and recommend improvements or upgrades.

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