Allen Collins
Overland Park
Summary
- Results-driven IT professional with extensive experience in end-user support.
- Proven ability to improve support efficiency, manage enterprise ticketing systems, and enhance client relations.
- Adept at troubleshooting complex technical issues and ensuring compliance with service-level agreements.
- Seeking a Tier 2 Help Desk position to leverage expertise in delivering exceptional technical support and customer service.
Overview
17
17
years of professional experience
Work History
KU Health System
Olathe
09.2024 - Current
- Provide comprehensive hardware and software support across multiple departments.
- Troubleshoot technical issues including OS errors, application malfunctions, and peripheral device problems.
- Image and deploy computers using standard enterprise tools and procedures.
- Build and set up complete computer stations including monitors, peripherals, and cable management.
- Utilize Active Directory for user account management, password resets, and permission adjustments.
- Remotely access computers to resolve user issues efficiently and minimize downtime.
Visory
10.2022 - 05.2024
- Acted as a single point of contact for phone calls, emails, chat, and tickets from end users regarding technology issues and queries.
- Listened carefully to the client, asking questions to diagnose the problem, and patiently walk the client through the problem-solving steps.
- Ensured all assigned tickets are updated and moving towards successful resolution, meeting SLAs.
- Documented, tracked, and monitored tickets.
- Corrected application issues, solved network issues, and identified PC software and hardware problems.
Allstate Insurance
07.2020 - 05.2022
- Delivered customer-focused support nationwide, licensed in all 50 states.
- Built and customized auto, home, flood, and renters’ insurance packages tailored to consumer needs.
Mylo
03.2017 - 06.2020
- Developed and customized auto, home, pet, and renters’ insurance packages based on client needs.
- Managed direct client interactions to provide personalized insurance solutions and support.
U.S. Military
04.2008 - 06.2014
- Company Overview: National Guard
- Practical training locally and abroad in Germany, focusing on police procedures, security protocols, and crime prevention techniques.
- Deployed to Haiti and Qatar with responsibilities including enforcing military regulations, protecting assets, and meeting security standards.
- National Guard
Education
Cloud and Security Specialist Program -
Centriq
Kansas City, MO08-2022
Skills
- Hyper-V with Windows Config
- Support
- Backup
- Ticketing Systems
- Install and Configure DNS and DHCP
- Active Directory Domain Services
- Communication Protocols and Area Networks
- Switching and Routing
- Group Policy
- Remote Access and VPN
- MS Office 365 Applications
- Windows Operating Systems
Timeline
KU Health System
09.2024 - Current
Visory
10.2022 - 05.2024
Allstate Insurance
07.2020 - 05.2022
Mylo
03.2017 - 06.2020
U.S. Military
04.2008 - 06.2014
Cloud and Security Specialist Program -
Centriq