Technical Support Representative

TYSON CRABTREE

Fort Hood, TX ***** 406-***-**** ***************@*****.***

Professional Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Accomplishments

Increased number of resolved job tickets by 80% over previous year. Recognized by superiors for Maintaining and supporting a 700+ user exercise with switches and routers and daily helpdesk related taskings with computers and network tasks Been in multiple leadership roles where we needed to complete projects and help mentor/guide others to complete said task

Recognized by superiors for completing multiple computer related tasks and assignments on schedule with a sense of purpose

Skills

CompTIA Security+ Certification

Software Release and Rollout

Permissions and Access Control

MS Office Proficiency

Hardware and Software Configuration

Onsite Installations

Issue Troubleshooting

Hardware Repair

Staff Training

Computer System Maintenance

Work History

Information Security Analyst 11/2020 to Current

1st Calvary Division Sustainment Brigade – Fort Cavazos, TX Proficient in working with Microsoft Programs including Word, Excel, PowerPoint, and Adobe. Educated and trained users on information security policies and procedures. Skilled at working independently and collaboratively in a team environment. Proficient managing and maintaining Active Directory Permissions and Groups. Assisted customers in identifying issues and explained solutions to restore service and functionality.

Collaborated with supervisors to escalate and address customer inquiries or technical issues. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.

Configured hardware and granted system permissions to new employees. Resolved issues and escalated problems with knowledgeable support and quality service. Installed and configured network printers and other peripheral devices. Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.

Information Technology Specialist 03/2019 to 11/2020 79th EOD 52nd Ordnance Group FORSCOM – Fort Hood, TX Used ticketing systems to manage and process support actions and requests. Set up network profiles, security permissions and file sharing systems with Active Directory. Controlled and managed audiovisual equipment, laptops and video conferencing equipment.

Performed daily system monitoring, verifying integrity and availability of hardware, systems and key processes.

Coached and trained end-users on functions, features and basic troubleshooting of software such as Microsoft Word, Adobe, Outlook, Excel, and Teams. Monitored systems in operation and quickly troubleshot errors. Translated complex technical issues into digestible language for non-technical users. Researched product and issue resolution tactics to address customer concerns. Explained security measures in simple terminology to help users understand malware and phishing threats.

Diagnosed and resolved hardware and software issues. Installed and configured network printers and other peripheral devices. Maintained flexible schedule and responded to after-hours and weekend emergencies. Education

High School Diploma 06/2017

Tigard High School - Tigard, OR

Certifications

Comptia Security + 601

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