Gregory Walker
IT Technician
Washington,DC
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Freelancer PC Repair/Consultant
Self-employeed
Washington, DC
11.2012 - Current
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Participated in team-building activities to enhance working relationships.
- Created plans and communicated deadlines to complete projects on time.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Service Desk Analyst
Apex Systems
Washington, DC
01.2013 - 05.2013
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Collaborated with internal partners to effectively resolve user [Type] or [Type] issues.
Education
Associate of Applied Science - Computer Networking And Telecommunications
ITT-Technical Institute
Springfield, VA 06.2008 - 03.2011
Skills
Mac systems
Technical documents comprehension
Technical issues analysis
Data recovery
Application support
Customer service expert
TCP/IP
Software diagnosis
Desktop support
Excellent Communication
Good Telephone Etiquette
Interpersonal Communication
Critical Thinking
Certification
A+
Timeline
Service Desk Analyst
Apex Systems
01.2013 - 05.2013
Freelancer PC Repair/Consultant
Self-employeed
11.2012 - Current
Associate of Applied Science - Computer Networking And Telecommunications
ITT-Technical Institute
06.2008 - 03.2011