Customer Support & IT Help Desk Professional (Evenings/Nights)

Erik Dawson

**** *** ***** ***** • Orlando, FL **818• (407) 615 - 1985 • ****.********@*****.***

FUNCTIONAL SUMMARY:

Five years management and customer service experience offering customer’s high quality and professional level of service where I demonstrated exceptional work performance, currently looking to work in professional environment that will provide me the potential for advancement and increased IT skills, decision-making responsibilities through consistent learning under the business and IT leaders

PROFESSIONAL SKILLS:

Microsoft Programs

Software Installations

Troubleshooting

DOCSIS and Fiber Analyst

CompTIA A+

Network +

Routers and Switches

Network Support WAN/LAN

Communication Skills

Cisco CCNA – In Progress

PROFESSIONAL EXPERIENCE

Enterprise Technical Support Tier II, Spectrum, Orlando, FL – April 2017 – Present

Provide assistance to Spectrum Enterprise Customers via phone or email by troubleshooting WAN/LAN networks both fiber and coax. Investigate Phone and Voice Gateway issues. Supporting and troubleshooting Juniper and Cisco devices along with providing managed service support for Firewalls, Wi-Fi, Hosted Voice and TV’s. Maintain ownership of issue via ticketing system with proper notes of cause and steps to resolution until complete with periodic updates.

Service Desk Analyst, Orlando Sentinel, Orlando, FL - June 2015 - March 2017

Support company employees with hardware, software and network connectivity support by phone, chat, and portal system, giving remote assistance when needed. Use Active Directory to add or remove from groups, perform password resets and network unlocks. Provide email support and support access of email on mobile devices. Perform updates and installs on both Mac and PC machines. Maintain log of incidents so recurring issues can be referred to or reported to product development.

Helpdesk Support Analyst, Lockheed Martin, Orlando FL – 2013 – 2015

Provide support to clients by resolving complex technical application problems. Supports hardware, software and network connectivity issues, Maintain log of incidents so that recurring issues can be reported to product development, Give remote assistance when needed to resolve technical issues, perform password resets, assisted with updates on laptops and iOS devices, and provided email support

Desktop Specialist Intern, New Horizons Learning Center, Orlando, FL – 2012 – 2013

Provided technical guidance for systems, applications, and software Diagnose and resolve technical hardware and software issues involving internet connectivity, ghost machines; run virus scans and backups, troubleshoot system hardware and software problems

Terminal Support Agent, First Data. Louisville, KY - 2010 - 2012

Delivered service and support to end-users using point of sale (POS) devices, via remote connection, phone line, or over the Internet, Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services, Diagnosed and resolved technical with devices and insured clients can perform sales and transactions successfully, Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

Computer Systems Analyst, United States Army, Fort Knox, KY – 2004 – 2007

Provided tactical and technical guidance, delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet, Diagnose and resolve technical hardware and software issues involving internet connectivity

EDUCATION:

New Horizons computers Learning Center – Orlando, FL – Present

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