Technical Support Specialist

Herman Ealy

Conway, AR 501-***-**** ***********@*******.***

Senior IT Specialist

Dedicated IT and Technical Support Specialist with over 10 years of experience in providing comprehensive technical assistance to clients and end-users. Proficient in diagnosing, troubleshooting, and resolving hardware, software, and network issues. Adept at managing and maintaining IT infrastructure, ensuring optimal system performance, and delivering exceptional customer service. Skilled in deploying and supporting various operating systems, applications, and security protocols. Strong ability to communicate technical information effectively to non-technical users. Proven track record of implementing efficient IT solutions to enhance productivity and minimize downtime.

Core Competencies

Hardware & Software Installation Business Continuity Planning Network Analysis & Troubleshooting Diagnostic Utilities & Software Updates Account Management Business Continuity & Disaster Recovery Plans Wireless Network Optimization Pricing & Variance Analysis Customer Relationship Management • Project Management Training & Development Analytical Reports & Data Visualizations Resource Optimization Diagnosing Network Issues

Technical Skills:

Networking Tools (Telnet, SSH, ping, traceroute, Wireshark)

Microsoft Office Software (Visio, Excel, Word, PowerPoint)

PROFESSIONAL EXPERIENCE

Arkansas Department of Transportation, Little Rock, AR January 2021-Present

IT Specialist (Hardware Technician)

End-User Support: Efficiently manage and resolve an average of 10 end-user support requests per day through telephone and email, ensuring an exceptional customer experience.

Technical Diagnostics: Leverage diagnostic tools, software updates, drivers, and online resources to reduce average issue resolution time.

System Management: Expertly install, configure, test, maintain, and monitor software and hardware systems, increasing system uptime.

Procurement Support: Conduct thorough research and provided strategic recommendations for product procurement, contributing to a reduction in IT procurement costs.

Vendor Coordination: Partner with third-party support and equipment vendors, reducing technical issue resolution time and ensuring minimal downtime.

Equipment Upgrades: Schedule and perform equipment upgrades, improvements, and repairs, enhancing overall system performance and reliability.

Project Participation: Actively contribute to team and committee meetings with vendors, staff, and end-users, successfully delivering IT projects on time and within budget.

Crisis Management: Assist in developing and maintaining comprehensive business continuity and disaster recovery plans, ensuring readiness and effective crisis response, reducing potential downtime.

Ritter Communications, Jonesboro, AR August 2017-October 2020

Network Analyst

Technical Support and Troubleshooting: Provided comprehensive technical support for cable, internet, email, telephone, and security systems, resolving the majority of issues on the first call. Conducted detailed diagnostics to ensure optimal connectivity and service quality.

Network Configuration and Maintenance: Managed modem/router settings, ensuring proper configuration for WiFi and wired internet connections. Verified cable box channel clarity and telephone dial tone functionality, enhancing overall service reliability.

Training and Mentorship: Trained new team members on departmental software, online tools, and policies, resulting in a 30% reduction in onboarding time. Provided user training on internet and email systems.

Network Analysis and Issue Escalation: Analyzed, diagnosed, and isolated network issues, accurately reporting them to the appropriate departments for resolution. Contributed to a wireless optimization project, enhancing service efficiency and customer experience.

Customer Relationship Management: Utilized Salesforce and Elations for account management, maintaining accurate records and facilitating seamless customer interactions. Promoted to Network Analyst at the Enterprise Technical Assistance Center, reflecting strong performance and expertise.

Technical Proficiency and Project Management: Demonstrated foundational understanding of LAN/WAN protocols, OSI layers, and common networking tools such as Telnet, SSH, ping, traceroute, and Wireshark. Managed multiple high-impact projects, ensuring adherence to internal policies and procedures while maintaining a strong customer service focus.

Verizon, Little Rock, AR June 2015-July 2016

Technical Specialist

Technical Support and Issue Resolution: Provided daily technical support for basic and smart cell phones, resolving issues through effective troubleshooting, research, and solution implementation. Escalated unresolved problems, contributing to a significant increase in customer service ratings.

Product Expertise and Customer Relationship Management: Leveraged extensive product knowledge and Verizon capabilities to align with client business needs, delivering superior customer service.

Final Point of Contact for Resolution: Served as the final escalation point for customer issues, ensuring comprehensive resolution and high customer satisfaction.

Network Monitoring and Optimization: Monitored network performance to identify and address issues impacting customer phone usage. Implemented necessary changes to optimize customer connectivity and phone functionality.

Maintenance Planning and Coordination: Planned and coordinated network maintenance and repair activities with users and agency personnel, ensuring minimal disruption and efficient operation.

ADDITIONAL EXPERIENCE

Hewlett Packard, Conway, AR April 2010-October 2013

Technical Support Specialist

EDUCATION

Remington College, Little Rock, AR

Computer Networking

Arkansas Baptist College, Little Rock, AR

Business Administration Degree (Some College Coursework Completed)

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