Helpdesk Support Technician
Resume:
Calvin Lovick
Inglewood, CA
******.*.******@*****.***
Career Summary:
Analytical and user-focused IT/desktop support technician with a proven track record in resolving software, hardware, and network connectivity issues. Recognized for resourcefulness, critical thinking abilities and swift resolution of desktop support issues, consistently exceeding performance expectations. Excels in high-pressure situations, maintaining composure and utilizing well-honed people skills. Maintains a professional, patient, and efficient approach which minimizes downtime and fosters collaboration and efficiency.
Skills:
● PC/Mac Configuration, Imaging, Maintenance and Repair
● Mobile Device Troubleshooting
● Inventory/Asset Management
● Malware/Virus Detection, Prevention & Removal
● Backup & Recovery
● Quality-Focused
● Friendly, Positive Attitude
● Teamwork and Collaboration
● Problem-Solving
● Attention to Detail
Technical Experience:
Platforms: Android OS, iOS, Mac OS X, Windows (XP-11), Linux (Ubuntu) Networking: LAN/WAN, TCP/IP, VoIP, VPN, DNS, HTTP, Firewalls Applications: Google App Suite, Azure, MS 365, Mobile Device Management (MS Intune), Disk Encryption (BitLocker & Filevault), Virtualization (VMware & Virtualbox), Ticketing (Jira, ServiceNow, Zendesk), 2FA/MFA (DUO & OKTA), Remote ACCESS (Bomgar, RDP, TeamViewer), Video Conferencing
(Skype, Teams, Zoom)
Hardware: Desktop PCs, Laptops, Thin Clients, Mobile Devices, Printers, Smart Home Devices, A/V Professional Experience:
Capital Group (Contract)
Los Angeles, CA
Apr 2024 - July 2024
Senior Desktop Support Technician
● Assisted in the planning and execution of technology refresh initiatives, upgrading outdated hardware with minimal disruption to daily operations.
● Coordinated with cross-functional teams on company-wide technology initiatives, serving as a key resource for desktop support expertise.
Los Angeles County Registrar Recorder/County Clerk Norwalk, CA
Jan 2020-April 2020 - IT Technician/Tally Scanner Operator Nov 2023 - Mar 2024 - Election Assistant II
● Operated a Windows OS based 6400 IBML scanner to scan election ballots. Manually loaded ballots to be scanned, confirmed ballot box batch numbers before initiating the scan process to maintain accuracy.
● Performed basic hardware and software troubleshooting.
● Assisted in developing training courses related to election processes by determining course content, preparing training outline and securing training locations.
● Received and distributed election materials and supplies delivered to vote centers.
● Configured, installed, and tested personal computers and tablets; troubleshooting any related software/hardware problems.
● Training poll clerks in their various positions and responsibilities. Long Beach Memorial Hospital
Long Beach, CA
May 2023 - Nov 2023
Desktop Support Technician (Tier 2)
● Enhanced user productivity, training employees on the use of new applications and system features.
● Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and LBMH policies.
● Developed strong relationships with colleagues across departments, fostering a collaborative environment for troubleshooting complex technical issues.
● Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure.
● Managed project to manually migrate all non-O365 PCs to Windows 11. Robert Half
Los Angeles, CA
Aug 2020-Jan 2023
Technical Support/IT Technician
● Procured, imaged, configured and deployed systems.
● Prepared servers and A/V systems daily, for video conferencing.
● Managed IT asset inventory.
● Remote support of alumni/faculty/staff/students of USC. Assisted with management and implementation of enrolling all USC network users in DUO MFA.
● Collaborated with cross-functional teams to troubleshoot complex technical problems.
● Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
● Utilized ticketing systems to document progress and resolution of user issues.
● Documented standard operating procedures for consistent IT service delivery across the organization.
● Provided technical support for proprietary software and web-based applications (SaaS). Fashion Nova
Jan 2017-April 2019
Fraud Prevention Representative
● Provided front line support and assistance to a global customer base across a variety of platforms, including email, phone, web submission, and social media.
● Increased efficiency of case resolution times through prioritizing high-risk cases and effectively allocating resources.
● Maintained accurate records of all investigations, ensuring compliance with regulatory requirements and facilitating swift communication between different departments involved in fraud prevention efforts.
● Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use. Education:
Cybersecurity Boot Camp - University of California, Los Angeles - 06/2019 Computer Science 101 - Los Angeles Community College HS Diploma - Culver City High School
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