Andre Stackhouse
Austin
Overview
7
7
years of professional experience
Work History
Information Technology SS III (Deskside Support)
Health and Human Services
07.2023 - Current
- Reviewing tickets and assisting users via remote or in person depending on the issue
- Active knowledge within ARS and AD by unlocking passwords or adding or removing permissions from their members via their username or computer name
- Active knowledge in SCCM (Configuration Manager Console) by adding users to the BitLocker MBAM Policies per imaging devices
- Active knowledge of re-imaging machines
- Active knowledge within nomad by entering computers into the system when handing them over to users or when returning them from users
- Knowledge of PC’s as well from RAM to the SSD
- Active knowledge of the BIOS.
Information Technology SS III (Help Desk)
Health and Human Services
12.2019 - Current
- Providing superb customer service by answering phone lines that operate 24 hours a day, 7 days a week
- Troubleshooting technical problems for customers and notating each call while verifying name, email, and phone number
- If unable to resolve the issue over the phone, I will send the ticket to the correct team to address the current issue at hand
- Attending training to keep up to date on the latest changes made to the help desk
- Responsible for the after-hours phone for 2 weeks as the Primary one week and then the Backup the following week
- Responsible for training new hires by teaching them the day to day of the help desk by taking calls and going over the call after for them to understand the ins and outs of each call and how to properly handle them.
Tech Support
Google Fiber
05.2017 - 08.2018
- Providing customer support on the phone line and notating follow-up calls during downtime
- Cross-sell
- Work effectively in a fast-paced environment
- Knowledgeable with Google Fiber and Google products.
Education
Online courses via Coursera
Skills
- Through my experience working with computers, I have developed a strong foundation in troubleshooting and have become familiar with the inner workings of computer systems My proficiency in Microsoft applications and understanding of Active Directories enable me to effectively manage various computer-related tasks This includes printer mapping, shared drive and email setup, and network configuration
- Data Recovery
- Wireless Networking
- Server maintenance
- Network Administration
- Remote Support
- End-User Training
Timeline
Information Technology SS III (Deskside Support)
Health and Human Services
07.2023 - Current
Information Technology SS III (Help Desk)
Health and Human Services
12.2019 - Current
Tech Support
Google Fiber
05.2017 - 08.2018
Online courses via Coursera
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