Desktop Support Technical

WILLIAM HENDRIX, NOC ENGINEER

Fort Worth, *****, TX, 615-***-****, **********@*******.***, https://www.linkedin.com/in/cyle-hendrix

SUMMARY

Dedicated Desktop Support Technician with over 6 years of progressive experience in technical support and network management. Possess strong skills in troubleshooting hardware and software issues, alongside certifications including Network+ and CompTIA A+. Achieved a 30% reduction in ticket resolution time at previous positions by implementing streamlined processes. With a solid foundation in customer service and technical expertise, ready to drive efficiency and innovation in desktop support roles.

WORK EXPERIENCE

08/2024 – 06/2025

Network Engineer/Controller Tier 1, BNSF Railroad

Fort Worth, USA

●Monitored network performance using Spectrum, creating and managing tickets in Service Now to expedite issue resolution

●Diagnosed and resolved issues related to Cisco routers, switches, and Silver Peak SDWAN firewalls

●Expertly utilized and troubleshot BGP, OSPF, Spanning Tree, VLAN, MPLS, microwaves, fiber circuits, and cellular connections

●Assessed train and trackside safety device functionality, dispatching crews for repairs when necessary

03/2023 – 08/2024

NOC Engineer Tier 2, Comcast/Masergy

Plano, USA

●Supervised worldwide network operations, troubleshooting outages and incidents effectively

●Monitored and maintained customer firewalls, including Fortinet, Adva, Silver Peak, and Cisco

●Leveraged Jira and Confluence as ticketing systems to document and track issue resolutions

●Investigated and resolved IPsec, BGP, OSPF, VLAN, MAC Tables, Gateways, and various protocols

01/2019 – 03/2023

NOC Technician, previously Tier 2 Senior Technical Support Lead, Nextlink Internet

Hudson Oaks, USA

●Monitored alarms and diagnosed network-level issues, implementing effective solutions

●Configured and maintained tower and fiber routers, including Mikrotik, Cisco, and Nokia

●Resolved issues related to switches, firewalls, VPNs, and WiFi connectivity

●Collaborated with enterprise-level customers to ensure adherence to SLA standards

●Partnered with network engineers and field technicians to troubleshoot wired, wireless, and fiber network issues

●Trained new NOC agents and successfully built and developed a team of Tier 2 support agents

●Troubleshot internet connection issues and mitigated slow-speed problems

●Managed a comprehensive ticketing system to document issues and resolutions

●Set up and maintained SM's and AP's to effectively provide signal to customers

07/2016 – 05/2019

Store Manager, GameStop

Fort Worth, USA

●Maintained store equipment and performed tests on incoming products, ensuring operational efficiency

●Directed store operations in sales, employee training, profit & loss management, hiring, and corrective actions

●Championed the promotion of a newly appointed assistant manager to oversee additional stores within six months

●Drove sales and customer service efforts to achieve Prestige status, a customer service award, for five consecutive quarters

●Managed and trained a team of 5-10 employees to meet and surpass sales targets and company metrics

07/2015 – 07/2016

Store Manager, Simply Mac/GameStop

Winston Salem, USA

●Ensured all employees achieved Apple Certified Tech status, adhering to compliance with certification requirements

●Diagnosed and resolved issues pertaining to iPhone and Mac computers, facilitating timely repairs

●Enhanced store sales through strategic training and effective merchandising techniques

●Managed a team of up to 10 direct reports, overseeing budget management, payroll, hiring, training, and maintaining Apple certification

02/2012 – 06/2015

General Manager/Merchandise Manager, Golfsmith

Greensboro, USA

●Maintained computers, servers, and computerized fitting equipment for store operations

●Oversaw a store that increased sales from $3 million to $5 million over three years

●Successfully opened a new store that reached over $3 million in sales within the first nine months

●Formulated and implemented new product displays throughout the store, ensuring adherence to merchandising standards

●Managed payroll and supervised a team of up to 30 direct reports, including interviewing, training, and fostering salesmanship among employees

EDUCATION

10/2017 – 10/2018

MyComputerCareer

Certificate, Information Technology/Systems Administrator

Arlington, USA

●Graduated with various IT certifications, including Network +, CompTIA A +, and others.

08/1998 – 05/2003

University of Tennessee

Bachelors of Science, Management

Knoxville, USA

SKILLS

Microsoft Office applications

Retail Pro

Lotus Approach

Installing and configuring operating systems of Microsoft platforms

Computer Diagnostics and repair

Active Directory

Configuring computer management

Troubleshooting voice (VOIP) and data networks

Configuring BitLocker for file encryption

Setting up and maintaining firewall and antivirus software

Running Spectrums and Site Surveys

Managing ticket queues

Managing and training team in a call center for call quality and KPIs

Strong communication skills

Dependable

Detail oriented

Eager and fast learner

A+ Certification

TCP/IP

Networking Protocols

Verbal Communication

Google Applications

Mac OS

Written Communication

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