Andrew Gunn II
Stonecrest,GA
Summary
Experienced Help Desk Assistant with over 1 year of providing exceptional customer support for a wide range of technical IT system issues. A valuable member of the IT team, this professional has a proven track record of utilizing technical expertise to assist teams in resolving complex matters. Consistently offering practical user support, effectively resolving issues and coaching users with patience and clarity. Skilled at building rapport with diverse individuals, this candidate has successfully completed numerous projects within tight deadlines and limited resources.
Overview
6
6
years of professional experience
Work History
Help Desk Technician
Georgia Tech
08.2023 - Current
- Provided basic end-user troubleshooting and desktop support.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Documented support interactions for future reference.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
IT Support Staff
World of Mouth Blessing Inc.
08.2020 - 05.2021
- Gathered and recorded data regarding productivity of nonprofits' donation campaigns
- Coordinated donations for Back-to-School Bookbag program for local students
- Investigated and resolved numerous technical issues with phones and computers
- Assisted other volunteers in setting up and using phones and computers to help with donation campaigns
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Configured hardware, devices, and software to set up workstations for employees.
Volunteer
Fort Street Memorial United Methodist Church
05.2019 - 04.2020
- Made and distributed food parcels to over 250 members of the community
- Kept stock of all items used for parcels
- Collaborated with members of the community to organize donations for local foodbanks
- Helped lead voting participation efforts in local neighborhoods, reaching over 150 people
- Managed Ad orders taken by email and in person for back to church event
- Collaborated with customers to make sure the Ads were created to their satisfaction
Education
B.S. - Information Technology
Georgia Southwestern State University
Americus, GA05.2022
Skills
- Microsoft Office Suite
- Troubleshooting Windows Computers
- Troubleshooting Android Mobile Devices
- Hardware Assembly
- Upgrading hardware in desktops
- Windows 8,10,11
- Familiar With Mac Desktops
- Time Management
- Adaptability
- Problem-Solving
- Project Management
- Communication skills
- Hardware Repair
- User Training
- Ticket management
- Software Installation
- Technical Documentation
- Issue and Resolution Tracking
Timeline
Help Desk Technician
Georgia Tech
08.2023 - Current
IT Support Staff
World of Mouth Blessing Inc.
08.2020 - 05.2021
Volunteer
Fort Street Memorial United Methodist Church
05.2019 - 04.2020
B.S. - Information Technology
Georgia Southwestern State University