Help Desk Support Specialist, Remote-Ready
Resume:
Jerry D. Ingram
Granite City, IL. 62040
Cell – 618-***-****
Email - *************@*****.***
Objective: To utilize my skills to obtain a position that will advance my knowledge.
Education: Diploma - Galileo Magnet High School May 2015 - Overall GPA 3.4
Work Experience:
Jan 2024 – Current Home healthcare provider
Responsible for everyday care of family member following accident and surgery
Oversaw all aspects of the household including paying bills, household shopping, housekeeping duties, daily schedule, doctor appointments, preparing meals, leisure activities, and family calls
Oversaw and assisted patient with exceptional organization, including
Reported unusual incidents to health care providers
Ensured proper medication in time and kept its record
Monitored patient behavior to ensure their own safety.
Nov 5, 2021- Jan 18, 2024 Help desk support to Edwards Jones
Responsible for providing technical assistance and support related to computer systems, hardware, or software including PC workstations/laptops, thin clients, printers/fax, scanners, office phones, iPhones, iPads, Tablets, modems, and routers
Support associates in the use of applications by troubleshooting technical issues including Microsoft Office 365, Teams, virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
Respond to created tickets by contacting customer and assisting with issue resolution
Walks customers through problem-solving process
Create or work through tickets in the approved incident management system for all support calls received; or route user support calls to appropriate Help Desk or IS area
Arrange tickets based on need and severity of issue, address tickets based on established severity and length of time open.
Identify firm wide issues with applications or systems and report to leadership.
Nov 5, 2019- Nov 21 Help desk support for Apex Contracted to Edwards Jones
Responsible for providing technical assistance and support related to computer systems, hardware, or software including PC workstations/laptops, thin clients, printers/fax, scanners, office phones, iPhones, iPads, Tablets, modems, and routers
Support associates in the use of applications by troubleshooting technical issues including Microsoft Office 365, Teams, virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
Respond to created tickets by contacting customer and assisting with issue resolution
Walks customers through problem-solving process
Create or work through tickets in the approved incident management system for all support calls received; or route user support calls to appropriate Help Desk or IS area
Arrange tickets based on need and severity of issue, address tickets based on established severity and length of time open.
Identify firm wide issues with applications or systems and report to leadership.
February 2019 – July 2019 Tier One Technical Support for Concero Contracted to Retail Technology Group (RTG)
Professionally and efficiently took calls and initiated outgoing calls for the purpose of troubleshooting and resolving client issues.
Used Portal to record and ticket issues for clients
Used CMO (NCR Command Center) and other remote software to remotely troubleshoot and repair equipment and networks
Assisted employees and on site technicians with troubleshooting and repairing physical networking impairments.
Used a variety of software tools to control and customize setting for remote devices.
Controlled and corrected remote devices network settings.
Assisted employees and on-site technicians with installing new replacement equipment.
Configured new and replacement equipment.
Installing and upgrading software on remote systems.
Remotely troubleshoot Aloha, POS and Windows OS issues.
January 2017 – November 2018 Service Technician at Comcast
Provided excellent customer service including customer support, education and after hours calls.
Kept track of parts used, time spent at a customer's house and repairs made, properly recorded all required information on data devices and/or work orders.
Install, maintain, and repair cable systems, most often involved with television and internet services, worked with computers, diagnostic equipment and complex machines.
Found the root cause of technical issues and devise a solution for repairing it.
Installed various support structures, including j-hooks, inner duct, and other related structure
Configured, installed, maintain network Wi-Fi products to routers, gateway servers, Ethernet switches, wireless access points and other components within HFC
Follow security procedures to prevent any unauthorized services.
Communicated with other members of the service team to resolve complex issues
Responded to equipment failures, completed troubleshooting and repairs on equipment while providing the customer with excellent communications regarding repairs and always providing excellent service to all customers.
Maintained cable systems by installing, repairing, programming, and upgrading cable infrastructure.
Performed major and minor preventive maintenance and repairs by troubleshooting cabling system issues.
Identified, tracked and removed abandoned cable, tested every newly installed or relocated cable in accordance with established procedures.
Kept cable neatly tied and bundled while maintaining safety standard.
References: Upon Request
Contact this candidate