Lex Carlson
La Crosse,WI
Summary
Technical Support representative, capable of easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Desktop Support Technician I
Logistics Health Incorporated
La Crosse, WI
04.2021 - Current
- Resolved service requests by individually troubleshooting and addressing user issues.
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Tracked hardware assets, ordering equipment to maintain accessible inventory.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
- Assessed and identified issues and quickly resolved to restore functionality.
- Diagnosed and repaired hardware issues on laptops and desktops.
Desktop Support Technician Temp
Logistics Health Incorporated / Teksystems
La Crosse, WI
10.2020 - 04.2021
- Maintained inventory of IT supplies by checking and documenting levels regularly.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Re-imaged new laptops to send out to new employees.
Technical Support Representative
Kaplan Financial Education
La Crosse, WI
07.2019 - 09.2020
- Supported Kaplan Financial students experiencing connectivity issues, assisted with troubleshooting steps and rebooting of hardware.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted online users via live chat, email and phone to resolve issues related to Kaplan's online learning system use and access.
Game Master
La Crosse Escape Room
La Crosse, WI
07.2018 - 07.2019
- Provided timely and accurate direction to keep the game moving in an accurate manner
- Kept bathrooms attractive and professional by removing any trash, wiping surfaces and replenishing supplies such as paper and soap
- Educated guests on company, game and safety rules
- Utilized critical thinking and problem solving to solve issues that might arise while the game is in progress
Cashier/Customer Service Representative
Family Video
La Crosse, WI
09.2018 - 05.2019
- Worked diligently to learn regular customer's movie tastes, remember names and converse easily to build rapport
- Drove sales and add-on purchases by promoting specific item options to customers
- Kept areas such as restrooms and service equipment clean and neat
Sales Associate
Menards
Onalaska, WI
01.2016 - 03.2018
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Sold various electrical products by explaining unique features and educating customers on proper installation and application
Cashier
Menards
Onalaska, WI
11.2014 - 06.2015
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Helped customers find specific products, answering questions and offering advice
- Trained new team members in cash register operation and customer service
Education
General Studies
Onalaska High School
Onalaska, WI2015
Skills
- Critical Thinking
- Problem Solving
- Adaptive team player
- Technologically savvy
- Service desk support
- Call Center Operations
- Technical Troubleshooting
- Application installations
- On-site Machine Service
- Problem Diagnostics
- Functionality Testing
- Maintenance and Repair Recordkeeping
- Hardware and software installation
- Diagnostics
- Hardware Repair
Certification
- Dell Tech Direct Certified since 1/31/2023
Timeline
Desktop Support Technician I
Logistics Health Incorporated
04.2021 - Current
Desktop Support Technician Temp
Logistics Health Incorporated / Teksystems
10.2020 - 04.2021
Technical Support Representative
Kaplan Financial Education
07.2019 - 09.2020
Cashier/Customer Service Representative
Family Video
09.2018 - 05.2019
Game Master
La Crosse Escape Room
07.2018 - 07.2019
Sales Associate
Menards
01.2016 - 03.2018
Cashier
Menards
11.2014 - 06.2015
General Studies
Onalaska High School
- Dell Tech Direct Certified since 1/31/2023
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