Alex Hickam
Harlingen
Summary
Information Technology Support Specialist III at Texas Workforce Commission with extensive experience in customer service and team leadership. Skilled in troubleshooting complex systems and optimizing operational efficiency. Achievements include successful implementation of customer retention strategies and significant workflow improvements across departments. Proficient in network configurations and security software management.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Information Technology Support Specialist III
Texas Workforce Commission
01.2022 - 01.2024
- Coordinate and/or update computer and mainframe applications.
- Coordinate site planning and preparation regarding changes to computer or data communications configurations and ensure that requirements are met.
- Assign logons and rights, print queues, and directory structures; reset passwords; create departmental groups; and run security software.
- Maintain inventory of information technology assets.
- Prepare reports on systems efficiency and utilization.
Small and Medium Business Repair Representative
Spectrum Communications
01.2017 - 01.2021
- Maintain handle time while professionally and effectively troubleshooting complex internet, video, phone issues, and customer escalations.
- Process order entry while maintaining accuracy with ever changing protocols and processes. TPV, CPNI, PCI compliance.
- Experienced with command line interface, firewalls, remote access, port manipulation, networking, trace routing, single destination troubleshooting, routing of all types, bridge, static route, dynamic, etc.
- Created improvements within payment processing to prevent fraud.
- Quickly and accurately identify network wide outages that would potentially be devastating to customers.
- Lead fellow team members and other departments to better utilize tools to improve workflow using various forms of communication.
Team Lead
C-Serv Commercial Services
01.2016 - 01.2017
- Driving company vehicles safely, coordinating arrival times, and completing jobs within tight deadlines.
- Inventory audits, quality assurance, and supervisor follow ups.
- Leading a team of over 14 employees assembling, disassembling, cleaning and moving furniture for enterprise sized commercial campuses.
Finance Advisor
Innovative Funding Services
01.2015 - 01.2016
- Coached clients on credit history and consulted them on financial goals.
- Refinanced vehicle loans while providing added value with customer protection plans.
- Gathering, inspecting, and verifying vehicle titling requirements in all 50 states, including but not limited to proof of license, registration, insurance, and income.
- Top 5 producer with in the first 3 months.
Tech Support Representative
Telenetwork Incorporated
01.2009 - 01.2014
- New hire training, ability to assist multiple employees while taking inbound calls simultaneously.
- Trained in policy, process, and tools specific to over 12 different ISPs simultaneously.
- Customer retention, supervisor escalations, ticket auditing, and quality assurance.
- Able to type over 45 words per minute while multitasking.
- Installing usb drivers, configuring static ips, troubleshooting dhcp leases, understanding lan and wan routing.
- Troubleshooting NICs.
Education
Associate of Science - General Studies in Science
Austin Community College
Austin, TX06-2024
Occupational Skills Award - Computer Programming
Austin Community College
Austin, TX05.2024
Academic Core -
Texas State University
San Marcos, TX05.2008
High School Diploma -
Jack C. Hays High School
Kyle, TX05.2005
Skills
- Customer service expertise
- Team leadership
- Customer retention strategies
- Interdepartmental communication
- Computer science knowledge
- Testing analysis
- Attention to detail
Affiliations
- lawncare
- cooking
- working on cars
Languages
English
Native/ Bilingual
Accomplishments
- Awarded Occupational skills award in Computer Programming from ACC
- Awarded top team in Small to Medium Business at Spectrum
- Awarded top representative within the department
Certification
- CompTIA Security+ CE Certification Issued March 2022
- CompTIA A+ Certification Issued Feb 2022
- CompTIA Network+ Issued Feb 2022
References
References available upon request.
Timeline
Information Technology Support Specialist III
Texas Workforce Commission
01.2022 - 01.2024
Small and Medium Business Repair Representative
Spectrum Communications
01.2017 - 01.2021
Team Lead
C-Serv Commercial Services
01.2016 - 01.2017
Finance Advisor
Innovative Funding Services
01.2015 - 01.2016
Tech Support Representative
Telenetwork Incorporated
01.2009 - 01.2014
Associate of Science - General Studies in Science
Austin Community College
Occupational Skills Award - Computer Programming
Austin Community College
Academic Core -
Texas State University
High School Diploma -
Jack C. Hays High School
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