Alex McCoy
Shreveport,LA
Summary
Highly organized and motivated individual with experience in providing technical support, resolving complex problems across multiple platforms, and ensuring customer satisfaction. Strong problem-solving skills and ability to multi-task in a fast-paced environment. Seeking to leverage these abilities in any role within your organization.
Overview
5
5
years of professional experience
Work History
DoD ESD Technical Support Specialist
09.2024 - Current
- Provides technical support to internal military employees, resolves hardware and software issues promptly
- Provides remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries
- Assess customer needs, identify root cause of problem, and implement solutions for successful resolution
- Delivers solutions by identifying problems, researching answers, and guiding users through corrective steps
- Documents all customer service requests using the ticketing system
Disaster Assistance Supervisor (Temp)
06.2024 - 09.2024
- Trained new employees on company policies, procedures, and work ethics
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards
- Delegated tasks to team members according to individual strengths
- Worked closely with upper management to develop strategies for improving operational efficiency within the department
- Oversaw the training of new employees on job responsibilities and expectations
DoD ESD Technical Support Specialist
12.2023 - 06.2024
- Provides technical support to internal military employees, resolves hardware and software issues promptly
- Provides remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries
- Assess customer needs, identify root cause of problem, and implement solutions for successful resolution
- Delivers solutions by identifying problems, researching answers, and guiding users through corrective steps
- Documents all customer service requests using the ticketing system
Full-Service Tax Associate (Seasonal)
01.2024 - 04.2024
- Seasonal Temporary Job
- Prepared and filed tax returns for individuals from different states
- Conducted research into new laws or regulations impacting taxation procedures
- Utilized computer software programs such as QuickBooks and TurboTax to prepare taxes accurately and efficiently
- Provided guidance on how to maximize deductions when filing taxes
- Maintained client confidentiality in accordance with IRS guidelines
Veteran Affairs ESD Technical Support Agent
11.2021 - 12.2023
- Provide accurate and appropriate information on incoming service calls and self- service ticketing queues on behalf of clients
- Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved
- Utilize troubleshooting techniques to resolve hardware, software, and network issues
- Document incident status and solutions in incident database tools
- Diagnose, identify, isolate, and analyze problems utilizing historical database records
USCIS CUST SERVICE INFORMATIONAL SPECIALIST
GDIT
02.2020 - 11.2021
- Provides telephone support for a high volume of calls
- Maintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training, and continuous improvement
- Provides first-level problem resolution on the telephone with users and walks the user through a series of steps to classify the level and nature of the problem.
- Communicate with the users clearly and precisely to ensure their understanding of the steps necessary to perform and resolve the concern, issue, or problem.
Education
Associate in applied science - Computer Information Systems
Bossier Parish Community College
01.2023
Skills
- Management
- Problem solving
- Scripting languages
- Operating Systems
- Remote support
- Advanced Troubleshooting
- Software installation
- Customer support
- Network Administration
- Technical documentation
- Application Support
- Conflict resolution
- Team building
- Time management
- Training and development
- Technical support
- Call monitoring
References
References available upon request.
Timeline
DoD ESD Technical Support Specialist
09.2024 - Current
Disaster Assistance Supervisor (Temp)
06.2024 - 09.2024
Full-Service Tax Associate (Seasonal)
01.2024 - 04.2024
DoD ESD Technical Support Specialist
12.2023 - 06.2024
Veteran Affairs ESD Technical Support Agent
11.2021 - 12.2023
USCIS CUST SERVICE INFORMATIONAL SPECIALIST
GDIT
02.2020 - 11.2021
Associate in applied science - Computer Information Systems
Bossier Parish Community College