Information Technology Call Center

Lonnie Royal, Jr. Farmers Branch, TX 337-***-****

***************@*****.*** linkedin.com/in/lonnie-royal-jr-

Summary

Information Technology professional with valuable work experience in the Marine Corps. Currently possesses an inactive Top Secret/SCI clearance received as an Imagery Analyst/ Intelligence Expert. Diligently working towards attaining certificates in ITIL, A+, Network+, and Security+.

Skills

Troubleshooting

Active Directory

Ticketing System

Call Center Triage

Data Backup

iCloud, Virtual Migrations

TCP/IP, LAN, WAN, VLAN, VPN, VOIP

Operating Systems

Identify Security Threats

Customer Service

Remote Desktop Utility

Conflict Management

Network Design

Hardware Maintenance

Microsoft Office 365

Education & Technical Training

ACI Learning Tech Academy- Irving, TX Completion Date: February 2025

Computer User Support Specialist Program

Certifications & Coursework

Axelos ITIL 4 Foundation Certification In Progress

CompTIA A+ Certification In Progress

CompTIA Network+ Certification In Progress

CompTIA Security+ Certification In Progress

ITIL 4 Foundations Course

CompTIA A+ Course

CompTIA Network+ Course

CompTIA Security+ Course

Learning the fundamentals of ITIL 4 framework for efficient IT service management.

Mastering desktop and laptop hardware, troubleshooting software, and essential IT skills.

Understanding and managing corporate network components, protocols, and connectivity.

Developing expertise in identifying and mitigating security threats, enforcing policies, and securing network communications.

Professional Experience

Van Hyundai – Carrolton, TX Jun 2024- Sep2024

Automotive Sales Agent

●Utilized CRM software and digital sales platforms to manage customer interactions, track leads, and streamline the sales process.

●Engaged with customers both in-person and through digital channels, providing detailed information about vehicle features, financing options, and promotions.

●Conducted virtual tours and online demonstrations of vehicles using video conferencing tools and interactive software.

Analyzed customer data and sales metrics to identify trends, optimize sales strategies, and improve customer satisfaction.

●Assisted customers with the setup and use of in-car technology, including navigation systems, infotainment, and connectivity features.

●Maintained accurate records of vehicle inventory using dealership management software, ensuring up-to-date information for customers.

●Participated in ongoing training programs to stay updated with the latest automotive technologies and sales techniques.

●Built and maintained strong relationships with customers, providing follow-up support and ensuring a positive buying experience.

Kia of Frisco – Frisco, TX Jun 2023-Feb 2024

Apprentice to Master Tech

●Assisted Master Technicians in diagnosing and resolving complex vehicle issues using advanced diagnostic tools and software.

●Performed routine maintenance tasks such as oil changes, tire rotations, and brake inspections, ensuring optimal vehicle performance.

●Utilized diagnostic software and electronic systems to identify and troubleshoot vehicle malfunctions.

●Engaged with customers to gather information on vehicle issues, provide technical updates, and ensured customer satisfaction.

● Participated in continuous professional development programs to enhance technical skills and stay updated with the latest automotive technologies and IT systems.

●Adhered to safety protocols and maintained a secure and organized workshop environment.

●Documented detailed notes on repairs and maintenance performed, ensuring accurate and up-to-date service records in the system.

Dallas Love Airfield Airport – Dallas, TX Jun 2023- Aug 2023

VIP Business Interior Specialist

●Collaborated with engineers and technicians to integrate advanced IT systems and ensure seamless operation of in-flight entertainment and communication systems.

●Managed the customization and installation of high-end interior components, including seating, lighting, and cabin management systems, tailored to VIP client specifications.

●Oversaw the integration of cutting-edge IT solutions, such as Wi-Fi, satellite communication, and multimedia systems, to enhance passenger experience.

●Conducted thorough inspections and testing of installed systems to ensure compliance with safety standards and optimal performance.

●Made the needed modifications and adjustments to install A/C furniture after repairs, cleanings, and modifications.

●Engaged with VIP clients to understand their specific needs and preferences, providing technical advice and updates throughout the customization process.

●Coordinated with various departments to ensure timely completion of projects, maintaining detailed records and documentation of all modifications and installations.

●Provided training to crew members on the operation and troubleshooting of installed IT systems and interior features.

Military Experience

United States Marine Corps- Camp Lejeune, NC Jan 1998- Apr2013

Marine Imagery Analyst

●Utilize specialized software to process and analyze imagery from aerial and satellite platforms, ensuring accurate and timely intelligence.

●Transfer and integrate satellite imagery into computer systems, using advanced IT tools for detailed analysis and reporting.

●Conduct in-depth analysis of imagery to identify potential threats, strategic targets, and other critical information.

●Compile comprehensive intelligence reports based on imagery analysis, supporting mission planning and operational decision-making.

●Work closely with other intelligence analysts and military personnel to share insights and coordinate intelligence efforts.

●Ensure the proper functioning and maintenance of imagery analysis software and hardware, troubleshooting issues as needed.

●Participate in ongoing training programs to stay updated with the latest advancements in imagery analysis technology and techniques.

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