Support Specialist Technical

Timothy W. Davis

**** *. ******** ***, **********, CO 80122 Tel: 303-***-**** Email:

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

Objective

Seeking a position that allows me to advance and further my career where I can apply my extensive customer service skills.

Work Experience

USPS (Feb 2025- Current)

Mail Carrier

● Assist with the delivery and processing of the daily mail delivery Children’s Hospital/ Fortitude Systems (May 2024 - November 2024) IT Technical Support Specialist

Reason for leaving: Contract ended

● Operated under general supervision, Provide timely, knowledgeable assistance for technical inquiries, on premise and remotely responding to and diagnosing computer-related problems through help desk communications via phone calls, Microsoft Teams, or incoming electronic communication through the current ticketing system.

● Troubleshoot computer systems (windows 10 and windows 11) related to hardware, software, and connectivity issues with desktop/laptop computers and peripheral equipment. IE:Iphones and Android devices, Provide a limited assistance with personal devices Which included various windows OS and Apple Mac, IOS

● Addressed account access issues within Active Directory.

● Documented and discussed user-reported problems, diagnosed issues using various remote tools and knowledge bases, and advised users on solutions.

● Recorded encounter details in ticketing notes, detailing issues and troubleshooting steps before closing or escalating tickets.

● Familiar with environments such as Akkadian, Cisco Unity, Duo Authentication, Microsoft Office products (Authenticator, Outlook, Excel, PowerPoint), Azure, Exchange, OneDrive, SharePoint, Active Directory, Citrix, Haiku, Vocera, Epic, and VPN troubleshooting. Sccm, Go to Assist, Active Directory

● Utilized ticketing systems: Computer Associates Service Desk, Fresh Service. Builders FirstSource

ERP HQ IT-Application Support - (June 2022 - January 2024) IT Technical Support Specialist I - (August 2019 - January 2024) ERP - Application Support

● Continued to provide Tier One to Tier Two support and escalation to additional teams for callers.

● Assisted with troubleshooting process issues reported by End users of the company's various Application ERP systems and various other systems. (Trend and OnLine). Provide verbal or written steps to users for correction to the reported issue, or manually adjust the systems where applicable to correct the users entries. Reopening or closing docent lines, if needed.

● Forcefully remove and clear someone for the ERP due to a stalled session or a locked document

● Involve a higher tier support where needed for additional troubleshooting. Escalation to higher support teams, if needed.

● Created entries in Jira for Documented Software errors which needed correction or changes to the defined parameters per the end users request. Precipitated in Development Team Software Correction testing for reported issues.

● Assisted with End of Month closing and Inventory reports. IT Technical Support Specialist I

● Provide timely, knowledgeable assistance for technical inquiries remotely for callers or mail in request. Assist with diagnosing computer-related problems through a help desk system, online communication, Microsoft Teams, or telephone. Escalate to the appropriate teams when needed.

● Troubleshoot hardware, software, and connectivity issues with desktop/laptop computers

(Windows 10) and peripheral devices such as HP printers or Zebra Label makers, or mobile equipment, such as IOS or Android devices.

● Assist with deskphone set ups or phone reassignments for Cisco Finess environment. Also assisted with Voicemail creation or access issues.

● Assisted with Mobile device activation, and factory resets

● Install approved software from various environments (Website, Database, Software Center)

● Utilize tools such as Active Directory, Solarwinds, Windows Office 365, Bomgar and SCCM, Microsoft Teams, to assist in troubleshooting account or computer issues.

● Communicate with other teams to acquire information or perform additional troubleshooting steps before escalating to a higher support teams

● Record issues and resolutions in help desk logs, created suggestions for Knowledge article Corrections or New Document Creation.

● Assisted with New Hire Training, and Knowledge Management,

● Utilized ticketing systems: ServiceNow, Cherwell. Mindbank/GDIT (December 2013 - August 2019),

IT Technical Support Specialist, Help Desk Team Lead

● Provided tier-one to tier Two Support technical support for the HSIN Network related to Windows Internet Explorer, Adobe Connect, Jabber, RISSNet, DHS COP, and Account Creations, Operating systems for Windows 7 and Windows 10.

● Assisted support staff by gathering additional details and identifying the root cause of user-reported issues before relaying to the support team for further research if needed.

● Knowledge Management

● Compiled weekly metrics on service desk performance, Precipitated in weekly meetings with Management, peer review, Provide year end employee reviews, and ensured accurate scheduling and coverage for the Service Desk.

● Provided detailed training for new agents, and training on new products before release, monthly feedback on employee performance and suggested corrections.

● Ensure the teams collaboration,

● Ticketing system used: Cherwell

● Certification Acquired: ITIL Certified

● Secret Clearance: Expired

Panera Bread/Breads of the World (March 2013 - May 2024), Littleton, CO Baker

● Developed daily bake schedules, made necessary adjustments, and maintained a weekly cleaning schedule for all work areas.

● Ensured cleanliness at the end of each shift, adhered to product standards, and communicated any discrepancies.

● Ordered and maintained product levels to ensure sufficient inventory to complete daily orders.

● Assisted in supporting and aiding the lead baker.

*Additional Work history Sams Club -Night Shift Lead (2000-2010)* Skills

Windows quick Assist

MIcrosoft Authenticator

SCCM

Active Directory

Permission Access

Windows AZURE/ O365

Solar winds

VPN - Cisco Anyconect,

Global Protect

Software Center

New Hire Training

Okta

Windows

XP-Vista-7-10-11

Citrix

Mobile Devices - Android,

IOS

Knowledge Management

ITIL

Bomgar

Cisco Finess

Fresh Service (Fresh)

Service NOW (SNOW)

Cherwell (Various

Versions)

Education

● Curtis Sr High - HighSchool Diploma Earned

● Austin Community College/ Arapahoe Community College -No Degree Earned References:

● Travis Croby - Children's Hospital - IT Helpdesk Manager - 720-***-**** - ******.*****@*****************.***

● Ira Blanchard - Children's Hospital - IT HelpDesk Team Lead - 303-***-**** - ***.*********@*****************.***

● Leanna Enck - Builders First Source - Knowledge Management Team/ Trainer - 303-***-**** - ******.****@***.***

● Alyssa Bivins - Builders First Source - IT Service Desk Manager - 720-***-**** - ******.******@***.***

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