IT Support & Systems Administrator Resume
Resume:
Thomas Richardson
Canal Winchester Ohio, *****
*******************@*******.***
PROFILE SUMMARY
Provide technical assistance to computer users. Answer questions and resolve computer issues for clients, and employees, via telephone and electronically. Assist with computer hardware and software, including printing, Microsoft 365 and installation of operating systems.
SKILLS SUMMARY
Microsoft 365
Microsoft Operating Systems
ServiceNow
Firewall and Port Forwarding
Installation and Configuration
Reimage Computers
PC and Printer Hardware
Malware and Virus Clean-Up
C++ Programming
Supervisory Experience (IT)
Windows 10, 11, macOS, Linux
Systems Analysis
CERTIFICATIONS & EDUCATION
Certifications: CompTIA: Network+, A+, Security+, MS Windows 7 Configuring, Microsoft Technology Associate: Windows Client Operating System, Windows Server, Active Directory and Security, Certified Ethical Hacker
My Computer Career – Information Technology Systems Administrator
University of Phoenix – Master’s Degree, Information Systems
University of Phoenix – Bachelor’s Degree, Science Management
EMPLOYMENT HISTORY
Residential Connectivity Sales Specialist, Spectrum Communications, Columbus, OH 07/26 - Present
Explaining the features and benefits of internet, mobile, TV, and home phone services
Processing new customer orders and account changes accurately
Prospecting and engaging with potential residential customers
Building relationships with customers to encourage long-term loyalty
Staying current on product offerings, promotions, pricing, and competitors
Follow up with customers to ensure satisfaction after the sale is completed
Maintain accurate records of customer interactions and sales activities
Financial Services, Primerica, Columbus, OH 04/10 – Present
Educating clients on financial concepts including budgeting, debt management, and life insurance
Conduct one-on-one consultations to assess clients needs and recommend appropriate solutions
Generate new business through networking, referrals, and outreach
Assist clients with life insurance applications and policy explanations
Maintain strong client relationships to ensure long-term satisfaction and retention
Support sales effort and contribute to team goals
Youth Specialist/Control Center, Ohio Department of Youth Services, Circleville, OH 10/05 – 10/23
Supervised and ensure safety of youth in a residential program setting
Implemented a behavior management plans and reinforce positive behaviors
De-escalated conflicts using approved intervention techniques and tools
Documented daily activities, incidents, rounds, and progress in case reports
Supported youths with life skills, goals, and emotional regulation
Collaborated with counselors, therapists, and team members weekly
HelpDesk Support Specialist, Cox Communication, Columbus, OH 10/03 – 09/05
Answer incoming support calls and provides first level assistance
Use ServiceNow ticketing system to create and update incident records
Troubleshoot network connectivity problems for users and clients
Assisted clients with installing and configuring wireless networking equipment
Diagnosed and resolved hardware, software and network issues
Documented all work performed and provided user training and technical guidance to empower clients
and reduce future needs
Provided help desk support to all end-users, troubleshooting and resolve hardware and software issues
for both local and remote clients
Technical Support Specialist, Call Tech Communication, Columbus, OH 06/03 – 09/03
Provided Tier I and Tier II hardware and software support
Documented incidents and solutions using ticketing systems
Supported users and devices remotely using remote desktop protocol (RDP)
Provided inquiries regarding computer hardware and software operation to resolve problems
Installed, configured, and maintained desktops, laptops, and peripherals devices
Read technical manuals and conduct computer diagnostics to investigate and provide technical assistance and support
Escalate complex issues to high-level support teams when needed
Information Technology Specialist, United State Army, Fort Hood, TX 09/83 – 09/03
Technical Skills:
Microsoft Clients: Hardware and software installation, Local and Group Policy Configuration
Networking Devices: VoIP, Routers, Modems, Switches, Firewalls, WiFi, Gateway and Ethernet
Networking: TCP/IP, DNS, DHCP, LAN/WAN
Security: Antivirus, access control, patching
Hardware: Desktops, laptops, printers and mobile devices
Communication: Teamwork, Project Management, Critical Thinking,
IT administration: DNS, Active Directory, Microsoft 365, SCCM, ServiceNow
Operating Systems: Windows 10/11, macOS, Linux
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