Post Job Free
Sign in

Technical Support Desktop

Location:
Harker Heights, TX
Salary:
65000
Posted:
January 22, 2025

Contact this candidate

Resume:

Jarvis Adger

Killeen, TX *****

******@*****.***

+1-318-***-****

Detail-oriented IT professional with 9 years of experience in desktop support, field technician, and technical support roles. Proven track record of resolving technical issues efficiently and effectively, with a strong focus on customer satisfaction. Skilled in a range of technologies, including Windows, Linux, Active Directory, and System administration. Possesses a Bachelor's Degree in Computer Science Security. Proficient in a variety of software applications. Strong communication and organizational skills. Willing to relocate to: Austin, TX - Temple, TX - Waco, TX Authorized to work in the US for any employer

Work Experience

IT Desktop Support Specialist

HCLTech-Austin, TX

September 2023 to September 2024

• Resolved over 800 technical support issues per month, increasing team efficiency by 97% through advanced troubleshooting techniques and implementation of automated processes for software installations and updates.

• Spearheaded a hardware upgrade project across 2500+ workstations, resulting in a 50% reduction in downtime and a 30% increase in system performance metrics, utilizing inventory management software and new procurement strategies.

• Coordinated a comprehensive training program for 150+ end-users on new software applications, leading to a 75% decrease in support tickets submitted and enhancing overall productivity across departments.

• Provided expert technical support to end-users, resolving hardware and software issues in a timely manner

• Managed and maintained desktop systems, including troubleshooting, installation, configuration, and upgrades

• Collaborated with cross-functional teams to develop and implement IT policies and procedures for desktop support

• Developed training materials and conducted workshops for end-users on best practices for utilizing desktop applications

Field Technician/Asset Manager/Tech Support

Heritage Broadband-Florence, TX

November 2021 to November 2023

• Installed and configured broadband equipment for 100+ residential and commercial clients monthly, utilizing diagnostic tools to ensure optimal network performance and reducing service interruptions by 30%.

• Conducted comprehensive site evaluations and troubleshooting for broadband installations, achieving a 95% first-time resolution rate by utilizing advanced diagnostic tools and real-time data analysis.

• Managed an inventory of technical assets valued at over $500K, ensuring availability and functionality to support field operations; implemented asset tracking software that improved accuracy and control by 75%.

• Resolved over 500 technical support tickets monthly, achieving a 98% customer satisfaction rate by utilizing remote troubleshooting tools and enhancing communication protocols.

• Managed the lifecycle of IT assets, including procurement, deployment, maintenance, and retirement

• Developed and implemented asset management policies and procedures to ensure compliance with industry standards

• Maintained accurate inventory records of all IT assets, tracking their location, condition, and usage Satellite Technician

Southern Star LLC-Harker Heights, TX

January 2020 to September 2021

• Installed and maintained satellite equipment for residential and commercial customers

• Performed troubleshooting and repairs on satellite systems to ensure optimal signal strength and quality

• Conducted site surveys to determine the best location for satellite dish installation

• Collaborated with customers to understand their specific needs and provide customized solutions

• Configured satellite receivers, set-top boxes, and other related equipment according to customer preferences

• Tested signal strength using specialized tools and adjusted antenna alignment as needed

• Managed inventory of equipment, parts, and supplies necessary for satellite installations and repairs

• Provided technical support over the phone or in person to assist customers with troubleshooting issues

• Maintained accurate records of service calls, including details of work performed and parts use Technical Support Specialist

TX-Killeen, TX

November 2019 to January 2020

• Collaborated with vendors to coordinate repairs or replacements for faulty equipment under warranty

• Assisted in maintaining an up-to-date knowledge base by documenting common issues and resolutions

• Provided guidance to junior team members on complex technical problems

• Performed remote troubleshooting through diagnostic techniques and pertinent questions

• Delivered training sessions to educate users on new software applications and features

• Documented all support interactions accurately and thoroughly in the ticketing system

• Collaborated with cross-functional teams to identify and resolve complex technical problems Sprint Representative

Teleperformance-Shreveport, LA

February 2019 to October 2019

• Provided technical support to customers via phone, email, and chat, troubleshooting software and hardware issues

• Resolved 95% of customer inquiries on the first call, exceeding departmental targets for customer satisfaction

• Documented all customer interactions and solutions in a CRM system to ensure accurate tracking of issues and resolutions

• Collaborated with cross-functional teams including product development and engineering to escalate complex technical issues for resolution

• Assisted customers in setting up new accounts, configuring devices, and installing software applications remotely

• Identified recurring technical problems and worked with the product team to develop solutions or updates to improve overall user experience

• Provided step-by-step instructions to customers on how to troubleshoot common software errors or perform basic maintenance tasks

• Maintained a high level of professionalism and empathy when dealing with frustrated or upset customers, ensuring their concerns were addressed effectively

• Achieved an average customer satisfaction rating of 97% based on post-interaction surveys conducted by the company

Service Desk Technician II

General Dynamics-Bossier City, LA

March 2018 to January 2019

• Documented all support activities, including issue resolution steps and knowledge base articles for future reference

• Assisted in the implementation of ITIL best practices to improve service desk efficiency and customer satisfaction

• Managed user accounts, permissions, and access rights in Active Directory and other systems

• Maintained inventory of hardware assets such as laptops, desktops, printers, etc

• Resolved 93% of service desk tickets within SLA timeframes, ensuring minimal disruption to business operations

• Provided technical support and troubleshooting for hardware, software, and network issues to internal employees

Customer Service Representative

Family Dollar-Shreveport, LA

June 2017 to March 2018

• Provided customer engagement in positive and approachable manner.

• Assist in maintaining a clean, well-stocked store for customers during their shopping experience.

• Independently stock shelves and recovers merchandise in the store.

• Remains constantly aware of customers activity to ensure a safe and secure shopping environment.

• Performs all other duties as assigned in order to maintain and effective and profitable store operation.

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Maintained a balanced cash drawer at all times, reconciling discrepancies promptly

• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed

• Handled returns and exchanges according to company policies while providing friendly assistance to customers

Tier II Tech Support

Verizon-Colorado Springs, CO

October 2015 to June 2017

• Provided technical support to customers via phone, email, and chat, resolving 96% of issues on the first contact

• Collaborated with tier 1 support team to escalate complex issues and ensure timely resolution

• Documented all customer interactions accurately in the ticketing system for future reference

• Mentored new team members on technical troubleshooting techniques and best practices

• Assisted customers in configuring software applications and resolving compatibility issues

• Demonstrated expertise in troubleshooting network connectivity issues by analyzing logs and conducting remote diagnostics

Education

Bachelor's Degree in Bachelor of Innovation in Computer Science Security University of Colorado - Colorado Springs, CO

September 2016 to January 2021

High School Diploma

Ellison High School - Killeen, TX

January 2015

Skills

• Customer education

• Prioritization

• Organization

• Problem-solving

• Multitasking

• Networking

• Active Directory

• Help Desk

• Operating Systems

• Software Troubleshooting

• Telecommunication

• Network Support

• VPN

• Microsoft Windows

• Microsoft Excel

• Customer service

• LAN

• Microsoft Office

• TCP/IP

• Desktop support

• WAN

• Technical Support

• Microsoft Windows Server

• DHCP

• Ethernet

• DNS

• PowerShell

• Windows

• Communication skills

• Computer networking

• Microsoft Exchange

• Time management

• Research

• Computer skills

• Computer literacy

• TCP/IP

• LAN

• DHCP

• VoIP

• Operating systems

• Citrix

• Active Directory

• Remote access software

• VPN

• Windows

• Encryption

• Microsoft Windows Server

• Microsoft Exchange

• Network administration

• TCP

• DNS

• Computer networking

• Network monitoring

• WAN

• IP networking

• Juniper

• Network installation

• Software troubleshooting

• Desktop support

• System administration

• Technical support

• SCCM

• Network support

• IT support

• ServiceNow

• Problem management

• Linux

• Azure

• Telecommunication

• Mobile devices

• Internet of things

• Customer service

• Disaster Recovery

Languages

• English - Expert

Assessments

Mechanical knowledge — Proficient

August 2022

Understanding and applying mechanical concepts and processes Full results: Proficient

Office manager — Proficient

April 2020

Scheduling and budgeting

Full results: Proficient

Project timeline management — Proficient

March 2020

Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient

Technical support — Proficient

February 2021

Performing software, hardware, and network operations. Full results: Proficient

Data entry: Attention to detail — Proficient

August 2023

Maintaining data integrity by detecting errors

Full results: Proficient

Warehouse safety — Proficient

August 2022

Using safe practices in a warehouse setting

Full results: Proficient

Customer focus & orientation — Proficient

August 2023

Responding to customer situations with sensitivity Full results: Proficient

Customer service — Proficient

February 2020

Identifying and resolving common customer issues

Full results: Proficient

Work style: Reliability — Proficient

September 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Analyzing data — Proficient

July 2022

Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient

Technical support — Proficient

March 2020

Performing software, hardware, and network operations. Full results: Proficient

Technical support: Customer situations — Proficient July 2022

Responding to technical support situations with sensitivity Full results: Proficient

Technical support: Customer situations — Proficient November 2021

Responding to technical support situations with sensitivity Full results: Proficient

Basic computer skills — Proficient

September 2022

Performing basic computer operations and troubleshooting common problems Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.



Contact this candidate