Senior IT Support & PC Hardware Specialist
Resume:
JASON FAULKNER
Peoria, AZ
***********@*****.***
PROFESSIONAL SUMMARY
Experienced IT Support Professional with more than 30 years of hands-on computer hardware, software, and operating system experience and over 14 years of professional technical support experience. Skilled in technical troubleshooting, hardware diagnostics, customer support, remote technical assistance, Point-of-Sale (POS) systems, networking, virtualization technologies, and custom PC assembly. Extensive experience supporting Microsoft Windows platforms from Windows 3.0 through Windows 11, Linux environments, ServiceNow, BMC Remedy, Citrix environments, VPN connectivity, VMware virtualization, mobile devices, and end-user support. Recognized for strong communication skills, adaptability, and a proven ability to solve complex technical issues while delivering exceptional customer service. CORE QUALIFICATIONS
• 30+ Years of PC Hardware & Software Experience
• 14+ Years of Professional Technical Support Experience
• Microsoft Windows (3.0 through Windows 11)
• Linux Desktop & Server Environments
• ServiceNow
• BMC Remedy
• Citrix Environments
• VMware Virtualization
• VPN Troubleshooting
• Point-of-Sale (POS) Support
• Internet & Network Troubleshooting
• Hardware Diagnostics & Repair
• Desktop & Laptop Troubleshooting
• Custom Computer Assembly
• Remote Technical Support
• Remote Desktop Support
• Operating System Installation & Recovery
• Malware Removal & System Optimization
• TCP/IP Networking
• Wireless Networking
• Mobile Device Support
• Technical Documentation
• Customer Service
• Technical Troubleshooting
• Typing Speed: 60–70 WPM
PROFESSIONAL EXPERIENCE
INDEPENDENT COMPUTER TECHNICIAN
Faulkner PC Repair 1995 – Present
• Diagnose and repair desktop and laptop computers at hardware and operating system levels.
• Build and configure custom computer systems based on customer requirements.
• Install, upgrade, and maintain Microsoft Windows and Linux operating systems.
• Perform malware removal, system optimization, data recovery, and preventative maintenance.
• Configure hardware components, peripherals, software applications, and networking equipment.
• Provide technical support and consulting services for residential and small-business clients.
• Educate customers on system maintenance, security practices, and technology solutions. IT SUPPORT SPECIALIST
Cognizant Technologies Phoenix, AZ 06/2020 – 01/2021
• Provided technical support for retail Point-of-Sale (POS) systems used by major retail stores including TJ Maxx and HomeSense locations.
• Diagnosed and resolved POS, hardware, software, printer, scanner, and connectivity issues impacting store operations.
• Assisted store personnel with payment-processing, register, and transaction-related technical issues.
• Utilized ServiceNow to document incidents, track resolutions, and manage support requests.
• Worked efficiently to minimize downtime and maintain business continuity for retail operations.
• Delivered professional customer support while troubleshooting business-critical systems. TECHNICAL ADVISOR
My Computer Works Phoenix, AZ 10/2012 – 09/2019
• Delivered nationwide remote technical support to residential and small-business customers.
• Utilized BMC Remedy ticketing systems to document issues and track resolutions.
• Diagnosed and resolved Windows operating system, software, networking, email, printer, and malware-related issues.
• Assisted customers with system optimization, software installation, hardware troubleshooting, and preventive maintenance.
• Maintained high customer satisfaction through professional communication and effective problem-solving.
• Provided remote support for a wide variety of hardware and software platforms. TECHNICAL SUPPORT REPRESENTATIVE
Cable One 06/2007 – 04/2011
• Provided technical support for residential internet customers in a high-volume call center environment.
• Diagnosed and resolved internet connectivity, modem, router, email, and networking issues.
• Guided customers through troubleshooting procedures to restore service and improve network performance.
• Utilized BMC Remedy ticketing systems to document customer issues, troubleshooting steps, and resolutions.
• Assisted customers with wireless network configuration and internet service setup.
• Supported Citrix-based environments and remote connectivity solutions.
• Delivered professional customer service while consistently meeting performance and productivity metrics.
• Educated customers on equipment usage, networking best practices, and internet connectivity solutions.
APPLE IOS ADVISOR
Stream Global Services 03/2012 – 07/2012
• Provided technical support for Apple iPhone, iPad, and iPod devices.
• Assisted customers with troubleshooting, device configuration, account, and software-related issues.
• Resolved technical issues while maintaining quality and performance metrics.
• Delivered professional customer service in a high-volume call center environment.
• Demonstrated strong communication skills while handling back-to-back support calls. PRODUCTION SUPPORT TECHNICIAN
R&M Systems 2006 – 2007
• Assisted with setup and launch of the company's first production test line.
• Evaluated production processes and product functionality to ensure quality standards.
• Performed facility maintenance and operational support duties.
• Monitored production efficiency and assisted in troubleshooting manufacturing issues.
• Collaborated with team members to improve workflow and production reliability. ADDITIONAL PROFESSIONAL EXPERIENCE
CONSTRUCTION WORKER
Labor Systems Phoenix, AZ 06/2022 – 07/2023
• Followed safety procedures and maintained a secure work environment.
• Operated power tools and assisted with construction-related tasks.
• Demonstrated reliability, adaptability, and teamwork across multiple job sites.
• Consistently completed assigned tasks while maintaining quality and safety standards. CERTIFICATIONS
Peer Support Training and Certification
New Freedom Vocational Phoenix, AZ 01/2026
• Training included motivational interviewing, conflict resolution, recovery support, resource navigation, relapse prevention, and client advocacy. EDUCATION
High School Diploma
Cactus High School Glendale, AZ 1997
TECHNICAL PROJECTS & CONTINUING EDUCATION
• Built and maintained custom Windows and Linux systems for personal and client use.
• Configured home networking equipment, wireless networks, routers, and connected devices.
• Utilized Linux command-line tools and Android Termux environments.
• Utilized VMware virtualization platforms for testing, troubleshooting, software evaluation, operating system deployment, and sandbox environments.
• Worked with VPN connectivity troubleshooting and remote access technologies.
• Performed hardware upgrades, diagnostics, operating system deployments, and system recovery.
• Maintained ongoing knowledge of current operating systems, consumer hardware, networking technologies, cybersecurity awareness, and emerging technology trends.
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