Information Technology Customer Service

RYAN MCDERMOTT

**** *. ****** **** ********, TX *5070 • adz6qc@r.postjobfree.com • 469-***-****

P R O F E S S I O N A L S U M M A R Y

Certified IT Professional with multiple years of management, training, and customer service experience. Highly dedicated, hard-working and productive in a team environment as well as working individually. Skilled problem-solver able to troubleshoot a wide range of hardware/software and networking problems, as well as perform installations and maintenance of many operating systems and peripherals. Excellent communication skills and personality will be valuable when interacting with technical and non-technical personnel or end users. E D U C A T I O N A N D C E R T I F I C A T I O N S MyComputerCareer, Dallas, TX Expected Graduation: December 2019 Information Technology/System Administrator-Certificate

Certifications Earned: CompTIA A+, MTA: Security Fundamentals, MTA: Networking

Certifications in Progress: CompTIA Server+, CompTIA Network+, MCP Microsoft Windows 10

T E C H N I C A L S K I L L S

Knowledgeable when troubleshooting, replacing and repairing hardware in desktops, laptops and portable devices

Ability to install various operating systems platforms including Windows 7, 8, 10

Proficient in installation, maintenance/troubleshooting of software, and various peripherals

Hands-on skills maintaining, repairing and managing laser, inkjet, and thermal printers

Basic understanding of configuring SOHO networks, including making/installing required cables and connections

Ability to install, configure and troubleshoot wireless access points and support the network

Proficient in security best practices, including virus/malware prevention, recognition and ability to clean up infected systems

Understands set-up of and maintenance of Microsoft firewalls, anti-virus software, IPS/IDS

(Intrusion Prevention/Detection System)

Understanding of encryptions, as well as permissions within file systems and Active Directory

Familiar with protocol security; IPsec; tunneling; DNSSec; network sniffing; Protocol spoofing RYAN MCDERMOTT

4101 S. Custer Road McKinney, TX 75070 • adz6qc@r.postjobfree.com • 469-***-**** E X P E R I E N C E

Level 1 Help Desk Agent 08/2019 – Current

DXC Technology

ServiceNow ticketing system proficiency

Researched and resolved incidents daily in a timely manner

Escalated issues to the proper support teams if necessary and followed up with customers/techs on escalated issues

Documented all inquiry actions into proper ticketing system

Effectively communicates with both customers and support personnel through professional phone and email communication regardless of technical proficiency

Work with Active Directory and various software systems to manage user accounts, including but not limited to password resets, unlocks, etc.

Proficient taking inbound trouble calls as well as trouble chats within ServiceNow ticketing system, providing elite customer service while effectively working within SLA ranges Delivery Prep Specialist 11/2016 – 07/2019

Nebraska Furniture Mart

Troubleshooting/maintaining laser and inkjet printers

Troubleshooting inventory management and POS systems

Leading a small team of 5-10 workers by effective demonstration and delegation of required tasks to complete scanning/preparing all furniture to be delivered that day

Training new staff to prepare the furniture for the day in the most efficient manner possible ensuring maximum productivity and reduced labor costs

Scanned in all furniture and cleared daily reports as well as helping assemble the perspective furniture being delivered that afternoon Line Cook

El Dorado Country Club 4/2013 - 2/2017

Black Walnut 8/2011 - 4/2013

Maintain company technology assets to include software and operating system updates and POS system upkeep

Trained new and seasoned employees to deliver exceptional customer service

Planned and implemented large scale event catering for maximum customer satisfaction

Streamlined kitchen processes to expedite production of quality product Opening Manager – Little Ceasar’s Pizza 5/2009 - 8/2011

Performed administrative duties, such as sales reports, labor sheets, and safe/bank deposits

Led team of 3 opening staff members in preparing of restaurant for opening by delegating specific tasks to be done in the most efficient and timely manner

Handled all customer inquiries and worked to resolve any issues in timely manner resulting in customer satisfaction and retaining of our built up customer base

Created lists of opening duties for the staff to have completed before the restaurant opened for the day

Trained assistant managers on responsibilities, such as preparing sales reports and completing bank deposits/change runs

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