It Support Engineer
Resume:
Jonathan Tate
Durham, NC *****
********@*****.***
Professional Summary
Skilled IT Support Engineer with 9 years of experience in providing comprehensive software and hardware support within the technology sector. Proven track record of resolving over 91% of customer inquiries on the first call, demonstrating exceptional troubleshooting and communication skills. Aiming to leverage expertise in a remote or hybrid work environment.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
IT Support Engineer
CenterEdge Software-Roxboro, NC
May 2016 to Present
In my day-to-day duties, I provide software and hardware support to clients of Family Entertainments Centers. Troubleshooting includes Computer hardware, Point of Sale software, database management through sql and troubleshooting cloud base programs using tools like DataDog. I handle any escalations from level 1 and 2 support.
• Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
• Resolved over 91% of customer inquiries on the first call, exceeding departmental targets
• Documented all customer interactions and solutions in a detailed ticketing system for future reference
• Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution
• Performed remote diagnostics and troubleshooting to identify network connectivity problems
• Installed, configured, and maintained software applications on customer devices remotely as required
• Conducted regular follow-ups with customers to ensure their technical issues were fully resolved
• Identified recurring technical issues and worked with product development team to implement permanent fixes
Support Manager
Walmart-Durham, NC
March 2001 to March 2016
Manage a group of 15 - 25 associates a night to ensure that freight is processed from the backroom to the sales floor and process any overnight trucks. I also help to ensure the store is properly cleaned and recovered for the next business day.
Carpenter
Tate's Home Improvement
May 1996 to August 2001
(5 years 4 months)
Maintained a neat and clean work site and ensured cleanliness of equipment. Performed required lumber work and sheet-rock and took measurements prior to cutting. I provided assistance to carpenters. Installed hardware and hanged doors as per requirement. Education
Associate's degree in Information Technology Information Technology My Computer Career ECPI University
January 2015 to December 2016
Associate’s Degree in Information Technology
University of Phoenix - Raleigh, NC
January 2010 to December 2012
Skills
• Computer skills
• IP networking
• Windows
• Software troubleshooting
• Analytical Skills
• Supervising experience
• Communication
• Computer networking
• Microsoft SQL Server
• Operating Systems
• IT Support
• Microsoft Office
• English
• Microsoft Windows Server
• Help desk
• SQL
• Computer hardware
• LAN
• Data Analysis
• SQL Server Management Studio
• Technical support
• Cloud computing
• IT
• AWS
• Customer service
• Active Directory
Links
https://www.linkedin.com/in/jonathan-tate-57410829?jobid=1234&lipi=urn%3Ali%3Apage
%3Ad_jobs_easyapply_pdfgenresume%3B%2FTuFNj5vSouDsrU%2FIUhgPg%3D%3D&licu=urn%3Ali
%3Acontrol%3Ad_jobs_easyapply_pdfgenresume-v02_profile https://www.linkedin.com/in/jonathan-tate-57410829 Certifications and Licenses
CompTIA A+
CompTIA Network+
Driver's License
CompTIA Server+
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