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Work Background
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%
CORRECTION, ARKANSAS DEPARTMENT OFComputer Field Technician
Mar. 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.
SWACCC (Southwest Arkansas Community Correction Center)Administrative Specialist II (Business Office/Inventory)
Dec. 2013 - Mar. 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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