Customer Service Help Desk

Jimmy Futrell

Humble, TX 832-***-**** *********@*****.*** Authorized to work in the U.S.

Professional Summary

Motivated and adaptable professional with hands-on experience in technical support, customer service, and logistics. Skilled in troubleshooting hardware, software, and network issues while maintaining a high standard of efficiency and professionalism. Currently pursuing a Cybersecurity Certification at Houston Community College to transition into IT and cybersecurity roles. Recognized for strong problem-solving, communication, and teamwork skills with a commitment to continuous learning. Technical Skills

• Hardware & Software Troubleshooting

• Remote Desktop Assistance (TeamViewer, RDP)

• Network Setup & Configuration

• Ticketing Systems (ServiceNow, Internal Tools)

• Microsoft Office & Windows OS

• System Imaging & User Account Setup

• Cybersecurity Fundamentals (In Progress)

• Customer Service & Communication

Professional Experience

Wheelchair Agent Unifi Aviation LLC – Houston, TX (Mar 2023 – Present)

• Provide customer-focused assistance to passengers with limited mobility.

• Coordinate with airline staff to ensure safety and timely boarding.

• Demonstrate professionalism, patience, and effective communication under pressure — skills transferable to IT support and help desk roles.

IT Help Desk Technician American Systems / Manpower – Mechanicsburg, PA (Jan 2013 – Feb 2014)

• Resolved hardware, software, and network issues for staff and students via phone, email, and remote desktop tools.

• Managed ticket queues efficiently while maintaining service-level agreements.

• Supported network configuration, desktop setup, and account access troubleshooting.

• Documented technical solutions to streamline future support operations. Production Supervisor Assistant Coolibar – St. Paul, MN (Jun 2019 – Nov 2021)

• Assisted with production scheduling, documentation, and process optimization.

• Managed data entry and shipping records using Microsoft Office and inventory systems.

• Operated RF scanners and supported continuous improvement initiatives. Warehouse & Logistics Associate Various Companies – PA & MN (2014 – 2019)

• Operated RF scanners and managed inventory and shipping workflows.

• Maintained OSHA compliance and safety standards.

• Supported warehouse automation and data management processes. Education

• Houston Community College – Houston, TX Cybersecurity Certification (In Progress, Expected Aug 2025)

• Harrisburg Area Community College – Harrisburg, PA Associate of Science in Electronic Engineering

• Dauphin County Technical School – Harrisburg, PA High School Diploma Certifications

• OSHA 10 Certified

• Forklift & Equipment Safety Certified

• Safe Quality Food (SQF) Certification

• Valid Driver’s License

Career Objective

Seeking an entry-level IT Support or Cybersecurity position in Houston to apply my technical knowledge, problem-solving skills, and customer service background toward maintaining secure systems and supporting organizational technology goals.

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