IT Specialist - Technical Support & Networking

Andre Levant Richardson

Chicago, IL ***** 510-***-**** *****************@*****.***

INFORMATION TECHNOLOGY SPECIALIST

Highly motivated and adaptable professional with a robust background in program management, healthcare, and veteran affairs, transitioning into the Information Technology (IT) field. Currently pursuing a degree in Information Technology Security & Administration from MyComputerCareer, with an expected graduation date of March 2024. My military background has honed my organizational and multitasking skills. I developed effective communication and teaching abilities. Eager to apply my diverse skill set to the IT industry, I bring a strong foundation in troubleshooting, critical thinking, and problem- solving. Proficient in administrative duties, data management, and correspondence, I am now focused on integrating my healthcare and military experience with IT expertise to contribute effectively in a dynamic IT role. SKILLS & HANDS ON TRAINING

Customer Service Reliability Problem-Solving and Critical Thinking Analytical Skills Computer Repairs Technical Support Technical Troubleshooting

Software Installs Hardware Configurations Software Management Hardware & Software Troubleshooting Active Directory Operating Systems Wireless Networks Hardware Routing and Switching Network Troubleshooting Mobile Device Troubleshooting Adaptability & Multitasking Organizational Skills Communication Attention to Detail Time Management Critical Thinking & Problem-Solving Information Technology & Networking (Hands-on Training)

• Implemented mobile solutions including laptops, tablets, and mobile communication.

• Provided Wireless Network Support and install, configure, and troubleshoot wireless access points

• Resolve hardware & software technical problems in system elements after detailed analysis, including computer failures & software malfunctioning.

• Monitored and administered IT systems regarding hardware replacements, upgrades, and new installations.

• Repaired and replaced malfunctioning components in desktops, laptops, or mobile devices.

• Upgraded all components of desktops, and laptops, including hard drives, CPUs, memory, wireless network cards, and many other peripherals.

• Installation and configuration of computer hardware, software, systems, networks, printers, and scanners

• Cloud Platform Support to include Microsoft Intune, Office 365 and Google Cloud Applications

• Implementation of wireless networks, and various topologies

• Troubleshooted, analyze & repair problems of computer elements such as desktop computers, laptops, and various peripherals of an IT network.

• Virus and malware mitigation, cleaning infested computers and implementation of Encryptions.

• Showcased leadership qualities in roles like the CPR/First Aid/AED Instructor, taking charge of training sessions and evaluations.

• Exhibited patience in roles involving customer support, patient assistance, and coaching players as a sports coach. EDUCATION

Information Technology Security & Administration Program MyComputerCareer, Live Online Graduation: March 2024

Associate’s Degree in Human Services American River College, Sacramento, CA PROFESIONAL EXPERIENCE

Customer Service Loyalty AT&T September 2022-Present

• Provided exceptional customer service to address inquiries and resolve issues related to internet connectivity, including troubleshooting connectivity problems, assisting with setting up and configuring internet services, and resolving technical issues.

• Assisted customers with adding or upgrading services to meet their needs, including providing information on available packages, pricing, and promotions.

• Demonstrated proficiency in diagnosing and troubleshooting various technical issues, such as router configuration, DNS settings, and network connectivity problems.

• Utilized active listening and problem-solving skills to understand customers' concerns and provide effective solutions, ensuring high levels of customer satisfaction.

• Maintained accurate records of customer interactions, transactions, and resolutions in the company's database system. Program Specialist Covance Greenfield, IN October 2017 – September 2022

• Patient Diagnosis and Insurance Administration: Conducted insurance verifications, facilitated prior authorizations, and managed problem claims, demonstrating proficiency in patient insurance processes.

• Call Center Operations: Responded to inbound calls, triaged appropriately, documented in databases, and escalated calls as needed, ensuring effective communication and issue resolution.

• Patient Triage and Assistance: Screened and processed patient assistance applications, determined eligibility, and conducted outbound follow-up calls, contributing to comprehensive patient care and support.

• Data Management and Customer Interaction: Routinely performed data entry, administered surveys, and responded to inquiries regarding Patient Assistance Program (PAP) operations, showcasing meticulous attention to detail and customer-focused communication. Program Support Assistant (GS-5/6/7) Office Of Disaster Assistance Program Small Business Administration Ft. Worth. Texas /Buffalo, NY/Sacramento, CA October 2011- July 2017

• Streamlined workflow in the Processing and Disbursement Center (PDC) and supported the Management department by overseeing administrative tasks, including report preparation, time and attendance record maintenance, and file management.

• Ensured precision in outgoing correspondence, managed department mail, and performed administrative duties with a focus on accuracy and procedural compliance.

• Proficiently utilized Microsoft Word, Excel, PowerPoint, Outlook, and spreadsheets for data input and document production, troubleshooting input errors as needed.

• Managed a customer service call center, addressing inquiries, providing Business Loan information, reviewing claims & handling various loan processes; Handled matters related to retirement plans, pensions& employment separations/promotions. AED Instructor- CPR, First Aid Administrator American Red Cross-Sacramento Capital Region Chapter April 2011 – April 2016

• Provided comprehensive CPR/First Aid training to diverse audiences, including teachers, nurses, home health care providers, foster care parents, and various state and private agencies, covering essential topics such as breathing techniques, choking procedures, shock, burns, sprains, contusions, asthma attacks, diabetic emergencies, heat emergencies, and bleeding.

• Instructed on adult rescue breathing, adult-child CPR, child/infant rescue breathing, newborn baby CPR, conscious choking, unconscious choking, heart attack, and stroke protocols, ensuring participants were well-equipped to respond to a range of emergencies.

• Conducted class evaluations, CPR tests, and hands-on video training techniques to reinforce learning and proficiency. Additionally, addressed blood pathogens and dispensing medication, providing necessary certifications as required. Legal Asst/ Case Technician (0187) Social Security Administration Oakland, California US April 2009 - May 2010

• Reviewed & analyzed legal and medical documents, scanning evidence, and composing correspondence under the Social Security Act provisions.

• Coordinated consultative exams, maintained follow-up systems & scheduled case hearings, showcasing strong administrative skills.

• Acted as a Hearing Day Clerk, recording & transcribing hearings, providing crucial support to ALJ Judges, attorneys, administrative staff, & claimants.

• Managed disability adjudication and review processes, including handling Social Security and Medicare/Medi-Cal benefits, while efficiently handling administrative tasks, such as processing attorney fees, typing decisions, and archiving files. Dept of Veteran Affairs (17 Years of Service)

Program Support Assistant (GS-303-7) Oakland, California, US Food Service Worker (WG-7408) San Francisco, California, US Program Support Assistant (GS-0679-6) Palo Alto, California, US Insurance Biller, (GS-303-6) Chicago, Illinois, US Property Custodian/Supply Technician (WG-3502) Livermore, California, US MILITARY CAREER

Air Force McClellan Air Force Base Sacramento, California During my military career, I demonstrated comprehensive expertise in supply chain management and logistical operations. In the role of Supply Technician

(GS-2005-7), I meticulously reviewed purchase orders, ensured procurement adherence, and established regulations and procedures, contributing to organizational efficiency. I also played a pivotal role in coordinating equipment leases, funding, and the disposal of property supply items. Handling inventory reports, stock items, and requisitioned supply orders, I collaborated effectively with various stakeholders to meet organizational needs. Additionally, I successfully requisitioned engineering data, blueprints, military standards, specifications, and aircraft for repair. As a Freight Rate Specialist (GS-2005-7), I excelled in managing freight classification, calculating economical rates, troubleshooting, and regulating transportation movements, showcasing my versatility in navigating complex logistical challenges. My military experience underscores my proficiency in supply management and logistical coordination.

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