IT Support Specialist with Helpdesk Experience

DE'JERRELL TRIBBETT

**** ******* **** *** **** Orlando, FL 32836 407-***-****

*****************@*******.***

PROFESSIONAL

SUMMARY

Dedicated IT Professional with experience in providing top tier customer satisfaction and resolving technical issues. Looking to leverage my skills to contribute to maximizing performance and ensure company growth. WORK HISTORY

CONTACT SUPPORT RESPONSE TEAM 2023 to 2025

ITCON/FEMA – Remote

● Answering high volume of user inquiries via phone, chat, screen share on a broad range of technical issues from hardware, software to connectivity issues.

● Escalate incidents that are not resolvable at first tier to next tier/appropriate functional group for resolution.

● Developing and modifying knowledge base articles in accordance with FEMA guidelines

● Participate in On-call rotation for after-hours support and maintenance of system backup operations. IT SUPPORT SPECIALIST 2019 to 2022

ALIVE STAR BUSINESSES LLC. – Remote

● Responding to and troubleshooting support requests from employees and staff via email, phone and TeamViewer remote control software.

● Providing support and resolving a wide range of user issues related to hardware, software, network connectivity

● Help in managing and administering user accounts including; account creation, password resets, account unlocks and permission within Active Directory and Azure AD.

● Tracking user tickets and maintaining user interaction logs using Zendesk ticketing system

● Creating and updating IT support documentation and user guides to cutdown on tickets, while researching on new technologies could help to optimize productivity SUPPORT TECHNICIAN, 2016 to 2019

LIVE CHURCH – Orlando, FL

● Acted as initial point of contact for support issues and follow ups to ensure issues were resolved in a timely manner

● Perform general administrative tasks, such as running errands, responding to emails, managing voicemail inbox, and maintain church website and social media platform (YouTube, Facebook)

● Maintained inventory of systems, peripherals, and spare parts using church in house software. EDUCATION

Gardner-Webb University, Boiling Springs, NC 2011 - 2015 RIS Group Cyber Security Training, Online Webinar Classes 2019 – 2020

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