Summary
Overview
Work History
Education
Skills
Coursework
Personal Information
Timeline
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Andrew McDonald

Jacksonville,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

3
3
years of professional experience

Work History

Full-Time I.T. Call Center Representative I

FSCJ Deerwood Campus
04.2022 - Current
  • Assist faculty, staff and students with software problems and technical issues
  • Research FSCJ’s knowledge base for solutions to difficult technical issues and escalate calls to the appropriate person when necessary
  • Log calls into Jira Service Management ticketing system
  • Handle difficult callers with calming techniques
  • Help with special projects at times
  • Work the front desk to ???

Part-Time I.T. Help Desk Student Assistant

FSCJ Deerwood Campus
05.2021 - 05.2022
  • Answer customer calls and assist them with password resets
  • I also create tickets to log the password reset in the servicenow system as well as list calls in the FSCJ password reset spreadsheet.

Education

Bachelor of Computer Systems Networking -

Florida State College at Jacksonville
Jacksonville, Florida

Associate of Science Degree IT Security -

Skills

  • Proficient in Jira Software
  • Proficient in Servicenow Software
  • Proficient in Microsoft Teams
  • Cisco Router and Switch Command Line Interface
  • Cisco Finesse
  • Microsoft Office Suite/Excel
  • MS Windows OS
  • Customer Service
  • Technical Support
  • Problem-Solving Skills
  • Logging Call Information
  • Call Center Operations
  • Answering Questions

Coursework

  • Technical Support
  • Service Support Management
  • Hardware & Software Configuration
  • Fundamentals of Information Security
  • Network Fundamentals (Cisco 1)
  • Routing & Switching Fundamentals (Cisco 2)
  • Server Configuration
  • Data Forensics 1 & 2
  • Intrusion Detection Systems & Auditing
  • Techniques of Computer Hacking & Incident Handling

Personal Information

Title: Call Center Representative II (I.T. Help Desk)

Timeline

Full-Time I.T. Call Center Representative I

FSCJ Deerwood Campus
04.2022 - Current

Part-Time I.T. Help Desk Student Assistant

FSCJ Deerwood Campus
05.2021 - 05.2022

Bachelor of Computer Systems Networking -

Florida State College at Jacksonville

Associate of Science Degree IT Security -

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Andrew McDonald