Technical Support Specialist with 23+ Years Experience

Paul Bilbrey

*** ******* ***, ****, **** ***** 937-***-****

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

Profile

● More than 23 years’ successful experience in customer service and technical support with recognized strengths in problem-solving and trouble-shooting, planning/implementing proactive procedures and systems to avoid problems in the first place.

● Possess solid computer skills Hardware and software.

● Excellent working knowledge using; Microsoft Power Point, Microsoft Excel, Microsoft Word, Windows 10 and 11, Outlook, and InTune.

● Work well in a team environment or alone.

● Develop plans, conduct audits, and maintain/update accurate inventories.

● Received Management training in the Air Force.

Experience

HCL Technologies, Anna, OH

(Honada Engine Plant)

Deskside Support Specialist

8/31/2022 – Current

● Respond to incoming support calls via Teams and email.

● Open/Work/Close Help Desk Tickets

● Managed user profiles using Active Directory and InTune.

● Migrate User Data, Network, and Server Data manually and using OneDrive

● Troubleshoot/Remediate Hardware, Network and Printing Issues

● Facilitated the issuing and return of over 1000 new and used iPhones

● Assisted in lease refreshing more than 5000 laptops and desktops in 3 years. Clopay Building Products, Troy, OH

IT Support Specialist

6/24/2019 – 2022

● Respond to incoming support calls and emails

● Open/Work/Close Help Desk Tickets

● Install/Configure/Troubleshoot Windows 10 and 11

● Migrate User Data, Network, and Server Data

● Troubleshoot/Remediate Hardware, Network and Printing Issues

● Set up Workstations with computers and necessary peripheral devices Pioneer (Honda North America, Inc.), Troy, OH

Customer Service/Technical Support Representative

3/2013 – 4/2019

● Support dealers and technicians across the country with audio repair guidelines and correct part choices.

● Quickly and effectively solved dealer concerns in order to complete repairs 1

Paul Bilbrey

527 Lincoln Ave, Troy, Ohio 45373 937-***-****

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

Education

Rets Technical Center, Centerville, OH

Associate of Sciences: Information Technology

Goodwill Easter Seals Industries, Dayton, OH

Certificate of Completion: Business Skills Training Communication

Utilized persuasion/mediation skills that allowed me to convince a customer to resign a contract for an additional 5 years instead of canceling service and removing the system. 2

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