ALPHONSO WARE
Lynchburg,VA
Summary
Focused IT Support Specialist with a strong background in remote troubleshooting and technical issue resolution for fast-paced environments. Proven expertise in utilizing remote control tools and detailed ticketing to ensure efficient customer support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist
Iron Lives, INC
02.2023 - 05.2023
- Installed and configured new computers while providing over-the-phone, email, and chat technical support for software and hardware issues, ensuring prompt resolution and proper ticketing.
- Developed and led a comprehensive tech training program that equipped 15 staff members with essential troubleshooting skills, enhancing productivity and readiness for remote support scenarios.
- Delivered on-site and remote troubleshooting assistance using screen sharing and remote-control tools to diagnose and resolve technical issues efficiently.
- Optimized processes by leveraging SQL and PowerShell solutions, which contributed to a 25% increase in user engagement and improved overall operational efficiency while ensuring accurate documentation of support activities.
- Maintained computer systems and peripherals to ensure peak performance, proactively addressing technical issues and updating support tickets with detailed, descriptive information.
Merchandise Processor
J.Crew
02.2024 - Current
- Used warehouse management system and handheld scanners to document merchandise movements.
- Picked orders, packed boxes and prepared shipments.
Education
Certification - IT Support Specialization
Google Coursera
05.2023
Skills
- Programming and scripting proficiency
- Proficient in IT tools and platforms
- Effective communication
- End-user support expertise
- Videoconferencing
- Application support
- System configuration and maintenance
- Network management
- Ticket management
- Remote support
Certification
- Google IT Support, Google - May 2023
Timeline
Merchandise Processor
J.Crew
02.2024 - Current
Desktop Support Specialist
Iron Lives, INC
02.2023 - 05.2023
Certification - IT Support Specialization
Google Coursera
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