Alexander Bowen
Decatur,GA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
All Covered
10.2021 - Current
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Wrote and reviewed tickets to request maintenance to various types of equipment
- Created help desk tickets, troubleshot and resolved desktop issues
- Used ticketing systems to manage and process support actions and requests
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process
- Determined hardware and network system issues using proactive troubleshooting techniques
- Managed backup and recovery of data assets to safeguard system availability
- Answered questions and provided information to customers about new software or hardware
- Updated software to safeguard against security flaws
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
- Assigned system permissions and set up computers to assist with onboarding new employees
- Managed high levels of call flow and responded to technical support needs
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Installed, configured and maintained computer systems and network connections
- Created user accounts and assigned permissions
- Installed and configured operating systems and applications
- Diagnosed and troubleshot hardware, software and network issues
Quality Control Engineer
PlayON! Sports
07.2020 - 10.2021
- Utilized a team of engineers to create the Quality Control Department in order to execute and fulfill a series of goals based around better and more accurate ticket response times
- Worked with a hand-picked team to improve employee training methods and programs
- Designed a mentorship program for employees
- Created a tier-based ticket solving system
- Utilized Zendesk to monitor ticket response times, ticket accuracy, employee performance, ticket etiquette, and to identify/ brainstorm solutions
- Reduced ticket response and solve times by more than half
- Built a solid tier-based ticket solving system based on employee skill level, knowledge, and ability
- Created a system for identifying talented employees and mobilizing employees upwards when necessary and appropriate
- Organized weekly meetings with Senior Leadership to communicate goals, performance metrics, and to create a bridge for inter-departmental communication.
Field Installer
OnsiteRIS
07.2018 - 08.2019
- Traveled throughout the country to client sites for installs and support jobs
- Installed new firewall and networking equipment
- Installed all POS equipment
- Ran network cable and installed new ports as needed
- Managed port configuration
- Troubleshot any network, software, or hardware issues as on-site support after install
- Maintained great working relationship with client
- Ensured that cable management and site cleanliness is above expectation
- Managed expenses and fill out expense reports after each install trip.
Education
Bachelor Of Science in Computer Science -
Georgia State University
Atlanta, GA12.2026
Diploma - undefined
Parkview High School
Lilburn, GA12.2007
Skills
- Network Administration
- Desktop support
- Data Recovery
- Helpdesk Call Support
- Hardware Maintenance
- Incident Management
- Server Management
- Software Installation
- Operating System Management
- Hardware Upgrades
- Database Administration
- System Configuration
- Application Support
- Backup and Recovery
- Mobile Device Management
- Money Handling
Timeline
IT Support Specialist
All Covered
10.2021 - Current
Quality Control Engineer
PlayON! Sports
07.2020 - 10.2021
Field Installer
OnsiteRIS
07.2018 - 08.2019
Bachelor Of Science in Computer Science -
Georgia State University
Diploma - undefined
Parkview High School
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