Technical Support Engineer

TAMIKA WRIGHT

Irving, TX ***** 469-***-**** ***********@*****.***

Summary

Dependable Computer Technician with 10 years of Helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Skills

Software Debugging

Application installations

Process Improvement

Teamwork and Collaboration

Hardware Installation

Remote Support

Technical Support

Network Security

Troubleshooting and diagnostics

Software configuration

Software updating

Computer Diagnostics

Experience

TECHNICAL SUPPORT ENGINEER 04/2024 - Current

Mphasis - Dallas, Texas

Provided technical support to customers by troubleshooting and resolving hardware and software issues. Configured, maintained, and monitored computer systems for optimal performance. Installed and tested operating systems, applications, updates, patches, and service packs. Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup. Conducted research on technical products in order to make recommendations to customers. ASSET MANAGEMENT TECHNICIAN 04/2022 - 01/2024

Capital One - Dallas, Texas

Performed troubleshooting and repair of equipment in accordance with manufacturer specifications. Tested and calibrated instruments to ensure accuracy and reliability of data. Maintained records of repairs, calibrations, and tests performed on equipment. Diagnosed problems using test equipment such as multimeters, oscilloscopes, signal generators, power supplies. Installed software updates on customer machines while providing technical assistance when necessary. NOC ANALYST 07/2021 - 03/2022

GameStop - Dallas, Texas

Provided technical assistance to customers in diagnosing and resolving IT issues related to software, hardware and networks.

Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes.

Monitored network performance to identify potential problems or opportunities for improvement. Resolved escalated support requests from customers regarding network connectivity issues. Analyzed customer requirements for new network services including bandwidth utilization needs. TECHNICAL SUPPORT REPRESENTATIVE 05/2019 - 06/2021 ADT Security - Irving, Texas

Monitored alarm systems to detect any irregularities or malfunctions. Prepared written reports regarding incident details and actions taken by responders. Provided technical guidance to field personnel as needed in order to resolve issues quickly and safely. Responded promptly to all incoming requests for service or assistance from citizens, law enforcement agencies or other organizations.

Monitored alarms and activity on panels, doors and gates throughout facility to detect threats to worker safety and prevent or address improper access to secured areas by unauthorized parties. TECH INTERNET HELP DESK I 11/2014 - 04/2019

Frontier Communications - Irving

Provided technical assistance to customers by troubleshooting hardware and software issues. Responded to incoming calls, emails and tickets from customers seeking technical assistance. Diagnosed and resolved technical hardware and software issues for customers over the phone or via remote access tools.

Monitored system performance in order to detect any potential issues before they occurred. Developed comprehensive documentation of all helpdesk activities including incident resolution records. Education and Training

Paul Quinn College - Dallas, TX Diploma

05/2006

Contact this candidate