Technical Support Desktop
Resume:
Jarvis Adger
Killeen, TX *****
******@*****.***
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.
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