Andrew Gaudet
Jacksonville,Florida
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Client Technical Support Specialist
Availity
Jacksonville, FL
10.2024 - Current
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Provided training for users on new technologies or procedures related to their jobs.
- Troubleshot system errors and identified potential solutions.
- Diagnosed system problems using remote tools to access customer machines.
- Documented and updated case notes for each customer and work order Via Salesforce.
IT Field Technician
TurnBased Studio
Jacksonville, FL
09.2022 - Current
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed, configured and tested workstations, laptops, printers and other peripherals.
- Tested newly installed hardware components to ensure compatibility with existing systems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Assisted in the maintenance of network infrastructure components such as switches, routers, firewalls and wireless access points.
Help Desk Technician
Astadia
Jacksonville Beach, FL
05.2023 - 09.2024
- Tested new hardware and software configurations
- Installed operating system updates, and imaged computers
- Providing support for mobile devices running iOS, and Android operating systems
- Applying software updates and patches using Microsoft Windows Update or other automated update systems
- Troubleshooting and resolving operating system issues for Windows 11 and Windows 10.
- Train end users in computer system use, providing guidance and assistance to help them learn and use software applications and tools.
- Answering and resolving help desk requests via ServiceNow.
- Diagnose, troubleshoot, and resolve hardware, software, and other network and system problems, using technical expertise and problem-solving skills to identify and resolve issues in a timely manner.
- Load data and install software, ensuring that all equipment is properly configured and functioning as expected.
- Providing email support to end user
- Provided Support troubleshooting issues with printers and issues occurring with documents not printing
The Foundation Academy
Information technology intern
Jacksonville, FL
08.2021 - 08.2022
- Resolved network connectivity issues.
- Performed troubleshooting to diagnose and resolve technical issues.
- Monitored performance and maintained systems according to requirements.
- Provided end-user training when needed.
- Repaired damaged cables or replaced defective components as necessary.
- Maintained records, logs and lifecycle documentation of work requests.
- Increased overall company performance through improved IT uptime and cost reductions.
- Served as first point of contact for incoming technical service calls and emails.
Education
Bachelor of Applied Science - Information Systems Technology
Florida State College At Jacksonville
Jacksonville, FL12-2025
Associate of Arts - General Studies
Florida State College At Jacksonville
Jacksonville, Florida04.2023
Skills
- Hardware and Software Installation
- Hardware Replacement
- Computer Configurations
- Laptop Servicing
- Inventory Management
- Virus Detection Software
- System Backup
- System Testing
- Network Troubleshooting
- Printer support
Certification
Comptia A+
ITIL 4 Foundation
Azure Fundamentals
Timeline
Client Technical Support Specialist
Availity
10.2024 - Current
Help Desk Technician
Astadia
05.2023 - 09.2024
IT Field Technician
TurnBased Studio
09.2022 - Current
The Foundation Academy
Information technology intern
08.2021 - 08.2022
Bachelor of Applied Science - Information Systems Technology
Florida State College At Jacksonville
Associate of Arts - General Studies
Florida State College At Jacksonville
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