Motivational leader and organizational problem-solver with team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Very Proficient with technology and always finding new ways to simplify task bringing great Quality, time management, and great results. straight A college student with excellent work ethic like never seen before. I care deeply about the company's success and leading others to be successful not just at work but in life also. Experienced in a wide variety of different types of work. Traveled to over 40 states and experienced different cultures.
Skills
Presentations
Software licenses and patches
Permissions management
Hardware updates
Security oversight
Hardware diagnostics
Call Center Operations
Hardware upgrades
LAN/WAN
Technical Troubleshooting
MS Office proficiency
DHCP/DNS Ethernet and Firewall proficient
Hardware and Peripherals
Antivirus Software
Linux Programming and Administration
Windows XP/Vista
Customer support needs assessment
Project coordination
Root cause analysis
Document management
Experience
Information Technology Specialist, 12/2018 - Current Department Of Justice – Pocatello, ID,
Created new accounts, reset passwords and configured access to servers and file management software for users.
Kept hardware and software systems current with latest patches and current licenses.
Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Maintained and controlled server room, wireless network and server infrastructure.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Built and maintained successful relationships with service providers, vendors, dealers and consumers.
Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Mentored other technologists and support professionals to provide professional development and skill enhancement.
Developed online documentation for common processes for both support staff and end-users.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Increased overall company performance through improved IT uptime and cost reductions.
Performed continuous assessments of network structure, business content filters and security firewalls.
Executed scripts to communicate with back-end servers and provide real-time updates.
Authored and distributed training manuals for handheld computers and devices used by staff.
Customer Engineer, 04/2021 - 02/2022 Foundation Capital – San Antonio, TX,
Conducted troubleshooting and equipment repair services to address customer complaints and assist problem resolution.
Handled emergency hardware system repairs, identifying defective components, replacing parts and assisting rebuilds.
Fielded customer service requests to aid problem resolution.
Led infrastructure installation and preventive maintenance efforts to improve operational efficiency.
Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
Educated customers by explaining technology issues in easy-to-understand terminology.
Handled issues by phone and email at help desk and provided general support, bug fixes, product updates and configurations.
Installed wiring, cabling and devices to establish, repair and improve network operations.
Installed and repaired network fiber optic cables, Ethernet cables and other networking cabling and conduits.
Configured hardware devices and software settings to optimize network performance.
Trained team members and users in newly implemented and emerging technology to enhance business productivity.
Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
Updated and reconfigured existing and new computers with current software and operating systems.
Imaged OS and software deployments throughout system and addressed implementation concerns.
Field Service Technician, 09/2019 - 11/2020 Abb Ltd – Albuquerque, NM,
Delivered outstanding customer service on field visits to meet corporate guidelines.
Operated hand tools and power equipment according to corporate safety procedures.
Minimized customer callbacks and equipment failure by reviewing job upon completion.
Communicated with vendors, upper management and peers.
Mentored and trained new employees on processes, flow and safety procedures.
Trained customers on equipment after installation.
Performed annual and preventive system service maintenance.
Diagnosed and repaired mechanical issues according to industry standards.
Handled telephone support calls to determine issues and provide solutions.
Traveled to 4 field locations per month to evaluate equipment and performance.
Reviewed blueprints and manuals to repair and restore optimal functionality.
Aftermarket Technical Support, 05/2019 - 08/2019 Company Name – City, State,
Assisted customers with various types of technical issues via email, live chat and telephone.
Reviewed technical drawings for accuracy and thorough compliance with outlined design requirements, verifying feasibility of production within budgetary and timeline limitations.
Transformed conceptualized ideas into designs, sketches, blueprints and technical diagrams for technician and contractor review and implementation.
Collaborated with management personnel to understand desired uses and practical applications of parts and systems diagrammed.
Developed diagrams and specifications for specialized tools, parts and equipment components, consulting technical manuals and reference texts to emphasize utility to technicians.
Education and Training
Technical Certificate: Collision Repair And Refinishing , Expected in 10/2016 - Arkansas State University Newport - Marked Tree, AR, GPA:
Bachelor of Science: Cyber Security, Expected in - Purdue University Global - Online, GPA:
: Information Technology, Expected in - US Army Signal School - Fort Gordon GA, GPA:
: Organizational Leadership, Expected in - US Army Basic Leadership - Starke, FL, GPA:
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