Remote IT Support Operations Specialist Resume
Resume:
Sedrick Bolton
Atlanta, GA 30382 ******@*****.***
Professional Summary
Support Specialist with over 16 years of experience in IT Support and troubleshooting. Proficient with a wide range of technologies including MS Office, Active Directory, and Salesforce, demonstrated through effective system performance enhancements and user satisfaction improvements. Skilled in incident response, hardware and software setups, and refining IT support processes to minimize disruptions and improve reliability.
Employment History
True.org Support Ticket Technician
Sept 2024 – Present
Open tickets with Microsoft.
Assist clients with implementing new escalation paths to Microsoft.
Determine the escalation route needed based on case criteria.
Serve as an advocate and case manager for clients’ tickets after escalation.
Reduce time and cost by driving ticket resolution.
Contribute and participate in meetings to articulate, explain, and share technical details with all
assigned resources, both client and internal.
Develop and communicate realistic performance goals and standards.
Gather and document client impressions of products and services and provide this feedback to
internal resources.
Insight Global (Contracted to Kinder Morgan) Desktop Support Specialist
Oct 2023 – Sept 2024
Delivering comprehensive technical support for optimal system performance
Reducing business disruptions through swift incident response
Implementing seamless hardware and software setups for staff
Enhanced IT system efficiency by proactively resolving hardware & software issues
Provided essential IT support ensuring staff productivity through effective solutions
Facilitated team use of IT resource, boosting overall productivity
Guided team through software upgrades, minimizing workflow disruptions
InterPros (Contracted to Medtronic) Technical User Support Analyst (Product Support)
April 2023 – Oct 2023
Serve as Point of Contact for Software & Hardware Application Troubleshooting Via Calls, Chats, and Emails
Monitored and documented system errors to prevent future issues
Supports Microsoft Windows 7 – 11
Randstad Technologies (Contracted to Ciox Health) Product Technical Supports
Oct 2020 – Apr 2023
Spearheaded software application troubleshooting as primary contact
Managed second-tier support for swift ticket resolution
Took part in multi-channel support for efficient troubleshooting
Mentored junior staff to foster a collaborative and efficient team
Provided expert guidance to clients, enhancing their understanding and use of complex applications
Performed SQL Queries
Testing Updates to Company’s Software to Verify that it has No Bugs
Refined documentation practices, ensuing accuracy and accessibility for all users
Facilitated a supportive training environment, boosting junior staff expertise
Ciox Health Product Technical Support Engineer
Jul 2017 – Oct 2020
Bridged gap between development team and business operations
Primary point of contact for software application issues
Boosted operational efficiency through effective problem-solving
Analyzed recurring technical issues to reduce future operational disruptions
Trained team members on troubleshooting techniques, improving team efficiency
Mentored new hires in application troubleshooting, enhancing team capabilities
Streamlined issue resolution processes, enhancing system reliability
Ciox Health Help Desk Analyst
Jan 2017 – Jul 2017
Efficiently resolved end-user issues, ensuring high user satisfaction
Provided technical support to remote sites and VPN users
Managed hardware, software, and peripheral issues
Conducted detailed diagnostics for optimal system performance
Fostered strong user relationships to aid swift IT problem resolution and trust building.
Trained 15+ staff in efficient troubleshooting, improving team skills.
Resolution Technology (Contracted to Ciox Health) Help Desk Analyst
Jul 2016 – Dec 2016
Managed IT support for Ciox Health, ensuring optimal system performance
Implemented hardware and software installations, enhancing workstation functionality
Resolved recurring technical issues, maintaining stable operations
Provided end-user training on new software, boosting team productivity
Guided team through software upgrades, minimizing workflow disruptions
Global Employment Solution, Global Franchise Group IT Support Technician
Mar 2016 – Jun 2016
Spearheaded seamless Active Directory management, enhancing user account operations
Pioneered resolution of Windows-based workstation and printer issues
Boosted system performance through strategic hardware and software upgrades
Implemented innovative remote solutions for user IT issues, improving response time
Established SonicWall VPN, strengthening network security
WIPRO Limited Help Desk
Oct 2015 – Mar 2016
Managed and swiftly resolved technical queries
Communicated effectively with users for issue diagnosis
Demonstrated strong problem-solving abilities
Improved customer satisfaction through timely troubleshooting
Provided comprehensive support, ensuring client needs were met promptly
Apex Systems (Contracted to Verizon Wireless) IT Security Analyst
Feb 2014 – Apr 2015
Managed daily security request processing at Verizon
Troubleshot and resolved IT issues efficiently
Granted system access to clients using Active Directory
Created user-IDs and adjusted access profiles using security software
Promptly responded to system access requests
Streamlined user access control through efficient Active Directory management
Facilitated team access to applications, ensuring secure and timely data handling
Implemented user-ID and password systems to bolster network security measures
Hire Dynamics (Contracted to Scientific Games) Technical Service Representative
Feb 2013 – Feb 2014
Resolved technical issues and answered queries via telephone, demonstrating strong problem-solving skills
Routed complex calls to dispatch, ensuring effective collaboration and swift resolution
Loaded and tested software on kiosks, ensuring optimal performance
Efficiently managed software updates and defect testing for kiosks
Enhanced customer support by providing immediate technical resolutions
Supported clients with high-quality service, ensuring satisfaction and system functionality
Apex Systems (Contracted to Lockheed Martin) IT Service Desk Analyst
Nov 2011 – Dec 2012
Successfully migrated 35000 users from Windows XP to Windows 7
Provided remote technical support to users, resolving hardware and software issues
Effectively used Active Directory for password resets and new user additions
Spearheaded a major migration of 35,000 users to Windows 7, enhancing system reliability
Efficiently resolved hardware and software issues, reducing system downtime
Provided expert technical support via phone and email, improving user satisfaction
Monitored and documented IT problems to streamline future response strategies
Premier System Integrators, INC System Technician
Nov 2008 – Nov 2011
Optimized system performance and reliability in assigned production systems
Planned and scheduled electronic/electrical job orders efficiently
Performed workstation repairs and replacements
Configured PCs and peripherals as per requirements
Enhanced system up-time by meticulously maintaining and troubleshooting network issues
Streamlined project setups, ensuring precise configuration of PCs and peripherals
Pioneered effective cable management solutions, boosting system efficiency and safety
Partnered with engineers to facilitate seamless upgrades and project builds
Military Experience
United States Navy Gunner’s Mate
Feb 1994 – Aug 1999
Education
Bachelor of Science in Computer Engineering Technology The University of Southern Mississippi
Aug 2000 – May 2005
Certifications
SC-900 Microsoft Security, Compliance, and Identity Fundamentals
Skills
Microsoft Office (Experienced) Windows (Experienced)
Ticketing Systems (Experienced) Data Backup (Skillful)
Quality Center (Beginner) QTP (Beginner)
Active Directory (Experienced) SharePoint (Beginner)
Remote Access (Experienced) WebEx (Skillful)
Zoom(Skillful) Teams (Skillful)
PostgreSQL (Beginner) Service Now (Skillful)
Salesforce (Skillful) Imaging PCs (Experienced)
IT Asset Management (Experienced) Bomgar (Skillful)
Jira (Experienced)
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