It Support Technical

Timothy Whitehead, Technical Support Engineer

Redwood City, 94063, USA, 650-***-****, ******@*****.*** SUMMARY Dynamic Technical Support Engineer with over 3 years of experience in providing expert IT solutions. Proficient in troubleshooting hardware and software issues, successfully enhancing user proficiency and satisfaction. Achieved high performance ratings by consistently meeting service level agreements and enhancing system functionality. Strong communication skills foster collaborative relationships while building client trust. Excited to bring technical expertise and a proactive approach to enhance the PAYGO Team's operations and user experience.

WORK EXPERIENCE

02/2023 – Present DESKSIDE SUPPORT, Self-Employed (non LLC/Corp) San Francisco, USA Delivered technical support to end-users, efficiently resolving hardware and software issues.

Conducted diagnostic assessments and troubleshooting to swiftly address complex technical problems.

Communicated technical concepts clearly, providing hands-on training to enhance user proficiency.

10/2022 – 02/2023 FREELANCE IT PROFESSIONAL, Self-Employed (non LLC/Corp)

Bay Area, USA

Developed specialized IT consulting services, delivering tailored solutions to meet unique client needs.

Oversaw multiple client projects, guaranteeing timely delivery while consistently surpassing expectations.

Cultivated strong client relationships through effective communication, leading to repeat business and referrals.

01/2022 – 10/2022 IS TECHNICIAN PROFESSIONAL, Robert Half/Bay Area Community Health

Fremont, USA

Maintained and troubleshot information systems, ensuring minimal downtime and optimized functionality.

Collaborated on system upgrades that enhanced organizational efficiency and productivity.

Resolved intricate hardware and software issues, providing user training to boost IT literacy.

Implemented technical support strategies, resulting in measurable improvements in system performance.

08/2021 – 11/2021 HELPDESK CONSULTANT, Matchpoint Solutions at Cepheid Newark, USA Delivered technical support, resolving hardware and software issues to ensure a smooth workflow for end-users.

Managed a high volume of support requests, consistently meeting SLAs and maintaining customer satisfaction.

Provided clear instructions and training to end-users, enhancing their IT proficiency and self-reliance.

03/2021 – 08/2021 HARDWARE & HELPDESK TECHNICIAN, Alois Staffing/C3I Solutions at Abbvie

Pleasanton, USA

Expertly maintained and repaired hardware components, ensuring seamless IT operations.

Delivered responsive helpdesk support, addressing user inquiries and technical issues promptly.

Collaborated with team members to optimize IT infrastructure and enhance overall system performance.

03/2020 – 02/2021 INFORMATION TECHNOLOGY SUPPORT

SPECIALIST, Grant Thornton LLP

San Francisco, USA

Resolved hardware and software issues, ensuring timely IT support and high customer satisfaction.

Managed support tickets while adhering to SLAs and maintaining service quality.

Trained users on IT systems, improving their proficiency and reducing recurring issues.

EDUCATION

09/2019 – 08/2020 Independence University

Bachelor's, COMPUTER SCIENCE MAJOR

Online

SKILLS Technical proficiency Project management

Adaptability Strategic planning

Customer Service Attention to Detail

Flexibility Problem-Solving

Familiarity with Cloudflare

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