Service Desk Analyst

Austin Tyler Schmid

**** ********** **, ******, **, 77578

Phone: 813-***-****

Email: ******.****@*****.***

SUMMARY:

I am a responsible, self-directed individual who is seeking employment where I can continue to develop my professional competencies while exploring different paths in the field of computer science such as cyber-security, software development, or information technology. I am confident that my experience working within a team and my motivation to be customer-oriented will add to my value as an employee.

WORK EXPERIENCE:

Morris Technology Solutions, San Antonio, TX

Service Desk Analyst (Remote) July 2024 to Present

·Provide Contract work for SmileBrands Smile Squad.

oProvide remote Teir One Tech Support as a member of their Service Desk 1 team

oManage incoming calls from Dental sites across the country

oProvided remote Tech Support to dental sites during Crowdstrike Outage Incident of July 2024

Ascend Performance Materials, Alvin, TX

IT Field Support Technician (Internship) May 2023 to January 2024

·Provided technical support, hardware repair/replacement, and instruction to users on-site

·Monitor ticket queue from users submitted from on-site as well as sister locations

Office Depot, Missouri City, TX

Sales Associate July 2022 to April 2023

·Worked as a sales associate assisting customers with transactions, stocking and moving items for other team members at separate positions

·Responsible for preparing the store for opening in the mornings and closing in the evenings

Chick-Fil-A, Tampa, FL

Team Member April 2017 to June 2022

·Worked as a front-of-house team member serving and assisting customers with orders, stocking and moving items for other team members at separate positions

·Worked as an exterior team member serving and assisting customers and directing traffic

·Responsible for preparing the store for closing in the evenings

Burger Monger, Wesley Chapel, FL

Team Member May 2016 to October 2016

·Worked as a front-of-house team member serving and assisting customers with orders, stocking and moving items for other team members at separate positions

·Responsible for preparing the store for closing in the evenings

EDUCATION:

Florida State University, Tallahassee, Florida

Dates of Attendance: August 2020 to May 2023

Degree Earned: Bachelor of Science in Computer Science

University of South Florida, Tampa, Florida

Dates of Attendance: August 2019 to May 2020

Date of Graduation: N/A

Degree Earned: N/A

Florida College, Temple Terrace, Florida

Dates of Attendance: August 2016 to May 2019

Date of Graduation: May 2018

Degree Earned: Associate of Arts Degree

SKILLS:

·Experienced in customer service and retail sales

·Active Directory

·Proficient in managing a ServiceNow ticket queue

·Software Troubleshooting

·Hardware Troubleshooting

·Computer languages studied:

oC and C++

oJava

oPython

oHTML

oASCII

SQL

ACCOMPLISHMENTS:

·Completed Projects:

oWorked with a team to develop a website that collected real-time weather data from various sources for user display

oWorked with a team to develop a basic memory game that compared a randomly generated sequence with user input

oWorked with a team to refresh ~600 leased devices at a plant. These would include tasks such as:

Preparing new devices, installing software required for user, connecting the device to company VPN

Replacing old device, removing data on old device using DBAN

Send old device back to provider

oWorked with a team to implement new printers for a plant

oProvided remote tech support to dental sites affected by the Crowdstrike Outage Incident of 2024

·Performed in high school band (4 years) and chorus (2 years)

·Performed in college band (3 years) and chorus (1 year)

·Actively serve at my local church

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