Technical Support It Systems

Antonio Hargrove

Garner, NC ***** ****************@*****.***

919-***-**** linkedin.com/in/antonio-hargrove

IT USER SUPPORT

Experienced Business and Technical Support professional adept at providing assistance for IT systems and operations. Proven track record in troubleshooting technical issues, delivering prompt resolutions, and optimizing business processes. Proficient in analyzing user needs, identifying areas for improvement, and implementing effective solutions to enhance organizational efficiency. Skilled liaison between technical and non-technical stakeholders to ensure seamless collaboration and support.

AREAS OF EXPERTISE

System Security Protocols IT Asset Management Incident Management Software Deployment Strategies Software Troubleshooting Computer Hardware Computer Support Hardware Diagnostics and Repair Disaster Recovery Network Support Troubleshooting User Account Management Network Infrastructure Design

Salesforce Workday CIM CIM BUI

PROFESSIONAL EXPERIENCE

DUKE ENERGY, Raleigh, NC December 2013– March 2024

Business and Technical Support (June 2015 – March 2024)

Diagnosed user issues to identify root causes and distinguish between user errors, system glitches, or deeper technical issues. Provided technical support to back-office operations by analyzing error messages and systems to resolve issues efficiently.

●First-line Support: Act as the first point of contact for users seeking technical assistance via phone, email, chat, or in person.

●Issue Triage: Receive, log, and categorize incoming incidents and service requests. Prioritize and escalate issues according to established procedures and service level agreements (SLAs).

●Troubleshooting: Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, peripherals, and software applications. This may involve troubleshooting network connectivity problems, diagnosing system errors, and performing basic system configurations.

●As a Test Coordinator I would be involved with 3 to 4 different projects at once

●Test Coordinator: In charge of setting up daily meetings with project team members

●Discuss requirements for implementation

●Write requirements

●Uploads requirements

●Upload test scripts to test region

●Test and pass/fail test scripts

●Schedule meetings with upper management to discuss Go no Go

●Implement to live production

●Resolved complex technical issues by executing system analyses and deploying solutions to optimize back-office

●Identified potential system errors to deliver training materials to enhance user proficiency and minimize support requests.

●Documented detailed troubleshooting steps, resolutions, and user feedback to maintain a comprehensive knowledge base.

●Conducted regular system audits to identify areas for improvement while deploying measures to enhance system reliability.

Mass Market Billing (December 2013 – June 2015)

Collaborated with the management team to define performance metrics and goals to foster a results-driven work culture. Liaised with management and billing teams to ensure smooth communication to enhance team alignment and productivity.

●Managed unit workload by implementing strategic prioritization techniques, resulting in optimized operational efficiency.

●Monitored individual performances, providing feedback and training to cultivate a high-performing team environment.

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Antonio Hargrove 919-***-**** Page 2

ADDITIONAL RELEVANT EXPERIENCE

PROGRESS ENERGY, Raleigh, NC

Service Dispatch (Interim Assignment)

Monitored the Mobile link platform to oversee the completion of service requests, mainly focusing on non-pay cases. Distributed daily workload among team members to streamline productivity and ensure efficient task completion.

Communicated with field engineers to provide follow-ups and support to expedite the resolution of existing issues.

Commercial Team Call Service

Maintained accurate customer accounts while resolving billing issues to uphold excellence in customer service standards. Nurtured strong working relationships with sales personnel by working closely to drive corporate revenue and profit goals. Executed analysis of customer usage patterns, guiding them on appropriate rate selection to ensure maximum satisfaction.

EDUCATION

Industrial Technology

NC A&T State University, Greensboro, NC

PROFESSIONAL DEVELOPMENT

Emerging Leader Program, Team Leadership Training, and Peer Leadership Program – Duke Energy, Raleigh, NC

VOLUNTEER EXPERIENCE

Nate McMillan Mentoring Camp

North Garner Middle School Boys’ Basketball Assistant

PSCC Men Volunteer Ministry

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