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Work Background
TIER II TECHNICAL SUPPORT
CompucomTIER II TECHNICAL SUPPORT
Sep. 2022Arkansas, United StatesTier II Technical Support professional with extensive expertise in IT troubleshooting and customer service. Leveraging over a decade of experience, excels in resolving complex technical issues, managing user accounts securely, and enhancing support efficiency across multiple locations. Known for exceptional communication skills and innovative problem-solving, committed to delivering high-quality support and fostering trust with users. ⬧ Resolve desktop issues, obtaining user satisfaction and efficient problem resolution. ⬧ Maintain secure user accounts and permissions, safe-guarding system integrity. ⬧ Document procedures for remote IT Support, improving service consistency. ⬧ Administer advanced troubleshooting techniques, minimizing downtime. ⬧ Communicate effectively with users of varying technical expertise to resolve IT challenges. ⬧ Utilized cross-functional partnerships to address multifaceted IT challenges, resulting in more comprehensive and efficient problem resolution. ⬧ Tailored communication strategies for users with varying technical expertise, assuring clear understanding and successful issue resolution. ⬧ Optimize remote IT Support protocols, strengthening service consistency and reducing resolution times for complex desktop issues. ⬧ Fostered team synergy through knowledge sharing and cross-functional projects, elevating collective performance and client service quality. ⬧ Encouraged cross-functional partnerships to address complex IT challenges, resulting in comprehensive solutions and improved service quality for clients. ⬧ Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment: Avg Quality Assurance scores - 97%; Avg Ticket-to-call ratio - 110%; Avg First Call Resolution: 100%
Computer Field Technician
CORRECTION, ARKANSAS DEPARTMENT OFComputer Field Technician
Feb. 2020 - Oct. 2022Texarkana, AR⬧ Implement hardware upgrades, resulting in an area-wide desktop replacement program to meet productivity needs. ⬧ Resolved user issues across 5+ locations, boosting technical efficiency and response times. ⬧ Led secure software deployment on state phones for the area, enhancing mobile device management. ⬧ Optimized network infrastructure through cabling projects, improving connectivity. ⬧ Configured IT systems for operational reliability, obtaining seamless user management. ⬧ Executed critical cabling project, optimizing workstation-to-wiring closet connections for enhanced network performance and reliability. ⬧ Leveraged Active Directory for advanced user management, bolstering system security and facilitating seamless interdepartmental collaboration. ⬧ Streamlined user assistance across multiple locations, drastically reducing response times and enhancing overall IT service efficiency. ⬧ Leveraged Active Directory expertise to enhance interdepartmental collaboration, fostering a more integrated and secure IT environment.
Administrative Specialist II (Business Office/Inventory)
SWACCC (Southwest Arkansas Community Correction Center)Administrative Specialist II (Business Office/Inventory)
Dec. 2013 - Feb. 2020Texarkana, Arkansas⬨ Partnered with off-site IT to upgrade operating systems from Windows 7 to Windows 10 and remove software in accordance with industry best practices in preparation of conversion ⬨ Installed RAM and replacing hard drives and other hardware in computer towers for better computer performance for end users under the direction of IT Dept ⬨ Diagnosed basic IT issues and collaborate with the off-site IT department to resolve problems in a more time efficient manner increasing system efficiency and user satisfaction across the organization. ⬨ Maintained Accounts Receivable and Payable and applied funds or charges to inmate accounts accordingly ⬨ Managed inventory database, ensuring compliance and accurate records for operational efficiency. ⬨ Streamlined inventory management processes, reinforcing regulatory compliance and operational efficiency while maintaining meticulous data integrity. ⬨ Conducted thorough inventory audits, swiftly identifying discrepancies and applying corrective measures to secure data accuracy according to State Regulations. ⬨ Optimized inventory management processes, guaranteeing regulatory compliance and operational efficiency while maintaining meticulous data integrity. ⬨ Developed and executed new inventory tracking methods, significantly reducing discrepancies and improving overall stock management.

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